The promise of converged communications culminates in Computer
Telephony Integration (CTI), a technology that allows telephony and computer
interactions to be integrated and coordinated. Over time, CTI evolved to become
an affordable and viable productivity booster for small and midmarket
organizations. Typically, CTI is utilized in sales, support, and Line of
Business (LoB) applications. Major CTI functions are:
- Calling line information display (Caller ID, extension)
- Automation of call-triggered tasks (CRM querying, journaling)
- On-screen telephone control (answer, hang-up, conference)
- Conversation recording and archival
- Call center control (distribution, log-in/log-out, wrap-up)
- Call routing and reporting (switchboard operation, administration)
Our telecom solutions based on the Panasonic KX-TDA Hybrid
IP-PBX system make use of the CTI functions in several ways. The most prominent
use is the computer-based operator application called PC Console. In addition to
or instead of a traditional digital telephone with a number of digital Direct
Station Select (DSS) consoles, the operator can perform all call management
tasks from the computer screen with easy drag-an-drop and point-and-click
operations. Another CTI application called PC Phone permits a full control over
a single extension from a Windows-based computer. Many other features are
available too: incoming call pop-ups, PBX speed-dial, call log history,
Microsoft Outlook address book dialing, call record, and more.
For customers who already have Client Relationship Management
(CRM), LoB, or other business systems, our telecom solution can integrate
through the standards-based CTI Link card and purpose-built TAPI applications
from 3rd party vendors. Among the most popular 3rd party CTI integrations are
Microsoft Dynamics CRM, Outlook, Groupwise Goldmine, Lotus Notes, real-time
monitoring and analysis of call traffic data.