Course 106: Computer Telephony Integration (CTI) Fundamentals

CTI or Computer Telephony Integration, involves integrating computer systems with telephony resources to augment the capabilities of a call center The CTI Fundamentals explains the concepts and ideas behind the CTI and its applications. The course covers CTI concept, technology, architecture, design, deployment and tools.

Executive Summary

• Basics of Telephony
• Advantages of Computer Telephony
• PC-Based CT
• The Telephony Environment
• Telephone Networks
• Computer Telephony Systems
• Trends in CT
• Internet Telephony
• PBX Integration
• Unified Messaging
• On-board Fax
• PCI Cards
• Call Center Framework, Fundamentals, and Core Applications
• Call Center Technology Infrastructure and Trends
• PBX/ACD, standalone ACD, hybrid/CTI, and Communications Servers
• Switch application infrastructure
• Network infrastructure
• DID, DOD, DNIS and ANI
• Telephony Signals
• The Analog Interface
• T1 Lines
• E1 Lines
• ISDN Basic Rate
• DTMF and Multi-Frequency (MF) Dialing
• Impact and role of IP in the call center

Call Center Operations

• Call Routing Options
• Customer Care and Billing Operations Center
• Sales, Ordering, and Provisioning Processes
• Role of Workflow Systems
• Self-Service and Voice Processing Applications
• Tools Routing capabilities
• Network, switch, and CTI routing
• Call Center Reporting and Management Tools
• Advanced reporting capabilities
• Managing the workforce with tools
• Quality and monitoring systems

CTI Applications by Market

• Common CT Applications
• Voice Mail
• Digital Dictation
• Automated Attendant
• Interactive Fax
• Pay-per-call
• Inbound Call Center
• Outbound Call Center
• Transaction Processing
• Others

CTI Fundamentals

• What Is CTI?
• Interactive Voice Processing
• Fax Systems
• Simultaneous Voice-Data
• Videoconferencing
• Telephony Applications Program Interface (TAPI)
• TSAPI
• JTAPI

CTI Architecture

• Signal Processing Boards
• PBX Systems
• Host-Based Systems
• Desktop Systems
• Client/Server
• Hardware
• Application Programming Interfaces (APIs)
• Standards

Advanced Capabilities

• Telephony Buses
• Local Area Network Integration
• Fax Processing
• Automatic Speech Recognition
• Vocabulary Size
• Text-to-Speech
• Deploying Computer Telephony Integration (CTI)
• Automation and transformation
• CTI architectures
• Understanding how CTI works through call flows
• The role of data in CRM
• The link between CTI and CRM applications
• No technology is an island: integration with the enterprise
• Web-enabling the call center
• Text chat and Web collaboration
• Complete Inbound/Outbound Solution
• Web Callback
• S kills Based Routing
• Web Collaboration
• CTI / TAPI / TSAPI Business Systems

Next generation capabilities

• Multichannel customer interactions
• Network-based routing and pre-routing services
• Inbound Telephone Calls with Interactive Voice Response and Live Agents
• Outbound Telephone Calls with Preview and Predictive Dialing
• Computer Calls from the Web with Keyboard Chat, Joint Browsing, Voice, Video, and Collaboration
• Voice and Fax Messages
• Wireless
• Live Internet Customer Care
• Advanced Multimedia Call Center Features
• Unlimited Queues and Agent Groups
• Skills-Based Routing
• Intelligent Priority Handling
• E-Mail Queuing and Routing
• Voice Message Queuing and Routing
• Interactive Voice Response
• Web Collaboration
• Remote Administration and Supervision
• Open Database Connectivity for Customer Reporting and Workforce Management
• Graphical Application Development Tools
• IP Integration
• Evolving To New Generation Call Centers
• Strategies for Integrating IP-Based and Legacy Call Center Technologies

The Complete Solution

• CTI
• CIS
• CRM
• Multimedia

Developing CTI Systems

• Choosing a Method
• Development Choices
• Planning the Application
• Selecting the Application Equipment
• Building the Application
• Choosing an Operating System
• Selecting Hardware
• Number of Ports
• Port Distribution
• Hardware Features
• Designing Applications
• Voice Mail
• Digital Dictation
• Inbound Call Center
• Outbound Call Center
• Buying CTI Tools