Telephony Integration with Business Processes and IT Systems (CTI)

Although important information is transmitted over phone, computer systems often lack an adequate support for this communication channel and users are left to manual writing and processing of the information. The result is that the information transmitted over phone is often completely lost or at least poorly exploited. Inclusion of voice communication into business processes and its processing in computer systems can therefore be an interesting competitive advantage.

Telephony integration with common IT systems (CRM, helpdesk, etc.) is typically limited to three basic functions:

• call recording and archiving
• showing a pop-up window with information about the caller upon incoming call
• the click-to-call feature

OptimSys offers much more in addition:

• intelligent call routing based on information from information systems (see also Value Added Systems for Corporate Telephony)
  • routing based on information about current user activity from a calendar or attendance system
  • routing based on shifts/standby duty schedule
• extraction of information from speech using speech-to-text transcription or keyword spotting technologies
  • saving the text transcription of a phone call with the customer to the CRM system, help desk etc.
  • indexing and subsequent searching in phone calls
• automation of communication
  • interactive voice response system (IVR) with the possibility of using speech synthesis and/or speech recognition
  • voice broadcasting with the possibility of using speech synthesis to create the message (reminders, alerts, information on venue and time changes or event cancellations, information about service interruption, meeting reminders, etc.)
  • polls
  • automated telephone surveys
  • telemarketing
• caller authentication using voice biometrics (speaker recognition)
• and more

Thanks to using OptimTalk Voice Browser, a solution can be easily assembled from the above mentioned functions that will precisely follow your processes and work with your established IT systems.

For more information, read the white paper devoted to this topic.