Computer Telephony Integration
Computer telephony integration (CTI) enables you to leverage
computer-processing functions while making, receiving, and managing telephone calls.
CTI applications allow you to perform such tasks as
retrieving customer information from a database on the basis of information that caller ID provides.
CTI applications can also enable you to use information that an interactive voice response (IVR)
system captures, so the call can be routed to the appropriate customer service representative or so
the information is provided to the individual who is receiving the call.
Aossia has developed an applicaiton that integrates with the CEGID ERP system. This application is a
multipurpose CTI platform that popups the contact data when the calls comes into the contact
center. Additionally this module gives the opportunities to integrate the contact workflow with
other communication channels like e-mail, chat and other.