CTI Integration

Enghouse Interactive’s CTI Connect is a standards-based CTI software solution allowing application developers and systems integrators to create voice self-service, contact center and unified communications solutions for IP and TDM networks at a dramatically lower cost by providing out-of-the-box integration with all major communications systems.

Connects with All Leading PBXs/ACDs

Developers and systems integrators choose CTI Connect as their CTI software because it reduces the development time, cost and complexity of building CTI applications.

Eliminating many of the costs associated with proprietary CTI products by leveraging industry standards to link corporate data networks with IP and TDM phone networks. In addition, it’s fully compatible with many PBXs/ACDs from leading providers such as Avaya, Cisco, Alcatel, Microsoft and Siemens. This means you can leverage a single integration to make your application compatible with all of the PBXs/ACDs.

Plus, the capabilities can be accessed through multiple API’s so you can choose the API that best matches the skills of your development team or your corporate IT architecture.

Benefits

  • Dramatically lowers the cost of computer telephony integration
  • Out-of-the-box integration with all major CRM and PBX systems
  • Improved first call resolution rates with skills based routing
  • Reduce call times with screen-pop and caller identification
  • Click-to-dial improves efficiency and eliminates calling errors
  • Provide a personalised and knowledgable service to customers
  • Easily identify opportunities to up-sell and cross-sell based on interaction history
  • Leverage investment in existing contact center platforms

“The impact of the CTI solution on the pace of business here at LaunchPad is astounding!”

Launch Pad

Enghouse Interactive CTI Connect

As CTI Connect supports most leading platforms, organizations can easily migrate or extend their existing contact center onto other PBX’s.

This represents huge cost savings for organizations with multi-vendor switch environments as they can use one contact center solution across all their PBX estate.

Our standards-based CTI software allows application developers and systems integrators to create voice self-service, contact center and unified communications solutions for IP and TDM networks at a dramatically lower cost by providing out-of-the-box integration with all major communications systems.

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Enghouse Interactive has developed CTI applications for specific CRM solutions including; Salesforce, SAP, Siebel, Oracle, Microsoft CRM dynamics to name but a few. Allowing organizations to leverage the data initiatives and help resolve customer issues more quickly

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Enghouse Interactive develops one of the most widely used IVR voice and video development tools in the world, leverage the data initiatives and help resolve customer issues more quickly.

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Leverage telephone network information and data entered at the IVR to route the call to the right or to the best qualified agent, eliminating unnecessary transfers and resulting in increased first call resolution rates.

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Instantly retrieve customer data from your CRM system or enterprise database and display it on the agent’s screen when they receive the call. Use this a standalone with your existing system or part of our contact center suite.

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Organizations making a high volume of outbound phone calls can realize significant savings by slashing time lost to misdialed numbers.

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Pull management information from various systems, providing an integrated, end-to-end view of the entire transaction cycle thus tracking the total customer experience and the business value of the call (e.g., sales per shift, service calls resolved per hour, etc).

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