In the CTI domain, our concentrated effort and focus has helped us build a complete CTI platform with associated call centre software, which is bundled together as a suite. The CommTEL CTI platform and call centre suite has been build from ground up by our team and does not have any 3rd party dependencies in terms of functionalities and hence making it a single vendor solution. This delivers a unique advantage to us in terms of our support responses, turn-around times, etc.
This level of expertise also helps us to undertake and deliver complex integration with diverse telephony platforms, like proprietary PBXs, IVRS platforms, and CTI solutions, which other wise donot interface with each other. For a leading solution integrator, We have worked on developing operation critical middle tier CTI applications which interface between Avaya and Nortel platforms and works across a distributed network.
Another of our forte is developing agent interfacing applications which perform various levels of call centre operations ranging from a single screen which combines call handling, call disposition, enterprise CRM and agent scripts into a single window, thereby giving the agent unprecedented ease of use and smoother call handling leading to better caller experience. We also provide embedded CTI toolbars that can integrate into enterprise CRM / ERP applications and provide call handling functionalities. We have embedded or integrated into some of the leading CRM / ERP applications or suites available today.
A major bottleneck in the cTI domain, more so for the end customer, is that once a platform is bought and implemented, they are practically tied to that platform for life. This happens because most of these are closed systems and offer very complicated and limited interfaces to 3rd party platforms, hence the customer cannot pick and choose components that are best, instead has to buy the whole product line from a single vendor. Another major hinderance is the agent re-training required when a platform is switched for another, this cripples the production of the setup and leads to further losses. In order to avoid this end-customers are forced to stick to a platform irrespective of how costly, un-useful it might be for the client.
Our objective in this space is to deliver solutions that are platform independent and gives the customer the independence to choose products that are best for him and we can provide solution that works on any platform that the customer has chosen as best. As the agent interface provided by us remains uniform across all platforms, there is no re-training required and there is no production stoppages.
Highlights of Our CTI Solutions –
- We have been providing CTI solution for businesses to manage workforce, departments, customers, processes and performance parameters.
- Sync the customer information to agents
- We believe in total customer’s satisfaction not just products without the required services and supports to customers are worthless.
- Our engineered products and services are based on research not on inevitable parameters.