Envox Worldwide Launches Envox CTI Link
Envox Worldwide released Envox CTI Link, a new software product that enables developers using the Envox 6 Communications Development Platform to use Envox CT Connect to integrate CTI functions into their Envox-based voice solutions.
"More and more companies are investing in CTI to enhance information driven processes in contact centers," according to Daniel Hong, senior voice business analyst at Datamonitor. "By coupling CTI to IVR, businesses are able to improve customer satisfaction, increase first call-resolution rates, shorten call lengths and decrease per-call costs. CTI has become a competitive differentiator in today's environment and organizations of all sizes are looking to cost effectively add this capability to their phone-based routing and self-service solutions."
Envox CTI Link enables developers to incorporate CTI functions such as screen pops, call routing, transfers based on user-entered data, transfers based on call data (ANI or DNIS), predictive dialing, call recording and call monitoring into the voice solutions needed by customers today. Envox CTI Link also makes it possible to integrate these Envox-based voice solutions with all the leading IP PBXs, traditional (TDM) PBXs and ACDs from companies such as Avaya, Nortel, Siemens and Mitel among others.
A key feature of Envox CTI Link is the graphical user interface (GUI) that is accessible from within Envox Studio, the graphical development environment included with Envox 6. Envox Studio uses pre-built application components for voice user interface management, call control, application logic and IT integration. This eliminates manual coding to the Envox CT Connect API and simplifies the configuration of Envox CT Connect to monitor agent phones, IVR ports, agent extensions, ACD queues and route points.
Using Envox CTI Link, developers have the ability to:
- Route calls to customer service agents or call centers based on key statistics, such as agent availability, agent skills, ANI, DNIS or caller characteristics
- Transfer customer data from their interactive voice response (IVR) system to an agent screen pop application
- Transfer customer data from one call center to another
- Conduct transfers within one site or across multiple sites; and
Integrate IVRs with switching environments, including environments with PSTN, IP and hybrid networks.
Envox CTI Link has been developed to integrate two Envox Worldwide products: Envox 6 Communications Development Platform and Envox CT Connect. Envox 6 is a communications development platform with integrated application development and management components. It provides a bridge between legacy systems and new voice solutions, allowing customers to leverage prior investments in hardware, software and solution development, while providing a migration path to new standards and emerging technologies such as VoiceXML, speech recognition, VoIP and Web services. Using Envox 6, developers can create a range of voice solutions with support for these new standards and technologies.
Envox CT Connect is computer telephony (CT) call processing software that enables business applications to manage, monitor and control calls across multiple locations within mixed telephony switching environments. It supports industry-standard hardware, operating systems, network services and call control programming interfaces such C, C++, Java and ActiveX, enabling value added resellers, system integrators and application developers to integrate call control features into their existing business applications.