Our expertise lies in making disparate systems of the CTI world, which prefer not to interface with each other, talk to each other. It so happens that all the major players in the telecom / CTI / call centre equipment and platform space have the complete line of products that would be required to setup a call centre - like the switch, IVR, Dialer, agent interface, voice logger, etc and it makes business sense for them to tightly couple these components with their own product lines only so that if a client takes one of these components, then to have a smoother implementation and future he is bound to take the other components also.
But due to regulations, all of these vendors do have interfaces and plugins to their respective components so that a 3rd party application or tool can talk to them, but such interfacing is usually a pretty complicated task involving a lot of in-depth knowledge on the platforms and components. The complications also arise from the differing configurations that are applied at each individual site.
We provide integration services across the major platforms -
- On telephony platforms of CISCO, Avaya, Nortel, Alcatel to name a few.
- On enterprise applications like web based CRMs, SAP, Oracle Forms based applets
- On CTI platforms of Genesys, Aspect, Altitude, etc
In today's highly price competitive market for services, call centres, BPOs are exploring all possible options to minimize costs - recurring or capex and are looking for the best combination of components from different vendors into a solution that best fits their requirements and budget. Hence the need of the hour is to make these disparate systems talk to each other effectively.
In case you have a similar requirement and are stuck with a bunchof options but no solution, do get in touch with us.