Computer Telephony

CTI Solutions

Computer Telephony Integration (CTI) is a science that enables computers to know about and control telephony functions such as making and receiving voice, fax, and data calls with telephone directory services and caller identification. The integration of telephone and computer systems is a major development in the evolution of the automated office.

CTI is not a new concept. Such links have been used in the past in large telephone networks but only dedicated call centers could justify the costs of the required equipment installation. Primary telephone service providers are offering information services such as Automatic Number Identification and Dialed Number Identification Service on a scale wide enough for its implementation to bring real value to business or residential telephone usage. A new generation of applications (middleware) is being developed as a result of standardization and availability of low cost computer telephony links.

What are some advantages of CTI?

The integration into EONcrm and ERP business applications is included with Eon’s standard package. This provides you with more functionality for less cost, assuring a quick return on investment. Rapid implementations are possible because of EONcti’s unique design as an out-of-box solution. With all the functionality built-in, the Eon’s CTI system can give your company instant 24 hour, 7-days-a-week service, sales and marketing functions. And, the good news is, EONcti has the most compelling price-to-performance story of any comparable telephony system.

Complete Package, Full Functionality:

There is a complete suite of business automation features designed for every area of your business; Sales, Collections, Service, Accounting, Technical Support, Project Management, Human Resources, and Customer Notifications. An EONcti solution delivers the kind of superior service that automated Fortune 500 companies offer, but at a mere fraction of the cost.

Computer Telephony Phone Systems:

Phone systems from Database Systems Corp. are state-of-the-art computer telephony systems that handle inbound and outbound phone calls for small to large organizations. CTI systems support both analog (Wizard Series) and digital (Pacer Series) phone lines and can be configured from 1 analog line to a 1000 digital lines. Calls are either initiated by the phone system or accepted from the outside. Developed with industry standard components (Dialogic, Intel, and Windows), our phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost.

Inbound CTI Phone System –

The DSC phone system processes inbound phone calls and distributes these calls using our ACD (Automatic Call Distribution) system. With our IVR (Interactive Voice Response) system, callers can perform self-help functions without speaking with an individual by making simple selections using the keypad on their phone set. Our phone system can even connect calls to your employees who are working at home or in remote offices.

Outbound CTI Phone System –

Our DSC phone system is also capable of performing outbound calling functions including dial on demand, predictive dialing, progressive dialing, and preview dialing all at the same time. For further information, please visit our Predictive Dialer webpage.

Blended CTI Phone Operations –

The Database Systems Corp. phone system is capable of performing both inbound and outbound calling functions simultaneously. This blended call capability makes our phone system ideal for call centers.

Web Phone Software:

Computer Telephony Integration (CTI) is a science that enables computers to know about and control telephony functions such as making and receiving voice, fax, and data calls with telephone directory services and caller identification. The integration of telephone and computer systems is a major development in the evolution of the automated office.

CTI is not a new concept. Such links have been used in the past in large telephone networks but only dedicated call centers could justify the costs of the required equipment installation. Primary telephone service providers are offering information services such as Automatic Number Identification and Dialed Number Identification Service on a scale wide enough for its implementation to bring real value to business or residential telephone usage. A new generation of applications (middleware) is being developed as a result of standardization and availability of low cost computer telephony links.

CTI Computer Telephony Products and Services

There is wide range of CTI products and services for businesses and call centers. The following are just a few of these products:

  • Computer Telephony Software – CTI Software and Phone Systems
  • CTI Phone Systems – Computer Softphone Dialer and Software
  • IVR Software – Interactive Voice Response
  • Predictive Dialer – Auto Dialer Systems
  • ACD Software – Automatic Call Distribution
  • Softphone Software – Web and PC CTI Enabling Software
  • CRM Software – Customer Relationship Management with CTI Features
  • CTI Soft Phone Enhances Existing Applications

Soft phone Application Software

Computer Telephony Integration CTI software is a rich set of phone software library routines that enable application programs to control your phone system. This comprehensive CTI software lets you increase employee productivity, enhance customer service and reduce costs by combining the capabilities of our robust phone system with the custom functionality of your Windows, UNIX or Web applications.

Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, UNIX or Web applications through our phone software. Predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.

Voice Broadcasting Dialer

CTI offers an affordable and expandable inbound phone system and voice broadcasting (VB) analog phone system. This 4 line auto dialing system includes voice message and broadcast Wizard software or comes optionally with our comprehensive software development toolkit. You can program your own system or we can provide you with a custom message broadcasting application. These applications can be easily ported to our digital T1 phone system (PACER) when your call volume requires a larger system.

This entry level system can be easily expanded by adding agent lines and software to support a small call center operation including complete CRM applications and predictive dialing solutions. DSC provides voice broadcast software including our VB wizard development tool for creating voice broadcasting applications. This wizard guides you through each step when defining your VB applications. Informational phone applications can be developed quickly. Simply record your phone prompts and fill in the blanks.

Comprehensive CTI Software Features:

Launch PC/WEB applications – Specific PC, UNIX or Web applications can be automatically launched using telephony software based upon data provided by your phone system. C

aller Identification (Caller ID or ANI) –

Using our phone software, information from your existing caller database appears on-screen when your telephone rings and remains on the screen during the call.

Called Number Identification (DNIS) –

With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.

IVR Collected Information –

Vital information collected by your phone system from the caller can be passed to your application by our phone software. Our computer telephony integration software manages this process and free agents to be more productive.

Automated Dialing of Outgoing Calls –

You may point and click any phone number in your computer database or Softphone. Your telephone then dials the call – a must for maximizing the productivity of outbound telemarketing or call center service desks.

Predictive Dialing –

To further increase the productivity of your call center, calls can be launched from the PACER dialer and connected to your agents using our computer telephony software.

Online Reporting –

Database Systems Corp CTI includes a comprehensive online reporting system plus the ability to customize reports and graphs to your specific needs through our phone software.

CTI and Remote Agents

An important benefit of today’s telecommunication advancement is the ability for your employees to work from home. Database Systems Corp. has developed a family of cti products that facilitate and promote this capability. Our CTI software, when combined with our analog and digital call center phone systems, fully supports remote agents.

Now your workforce can be significantly expanded with the addition of work at home employees. Calls arriving at your call center can now be routed transparently to your work at home staff members, just as if they were working from your call center. Work at home employees can likewise initiate calls through our phone systems and software in the same manner. You have complete control of this environment thanks to our monitoring software. The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, please view our Telecommuting Software page or download our video presentation. CTI Phone System Reports

Sample CTI Reports

A key feature of our CTI software system is the ability to generate real time reports and graphs. This important measuring system helps you observe and control the performance of your call center and phone system with clear and meaningful displays. Graphs and charts of operational statistics let you measure the effectiveness of each user and campaign. Reports and graphs include both inbound and outbound statistics. The information contained in each of these reports can be downloaded into a spreadsheet format for individually customized reporting. A complete sample of the reporting capability of our CTI software can be seen by clicking on the graphic to your right. Please note that these reports are just samples – your reporting may vary.

Embedded Phone Software Functions (CTI middleware)

CTI software includes a rich set of phone functions that can be used within any existing PC or Web application. The following are just a few of phone software functions that can be performed by these routines:

  • Linux and Windows API Library
  • Phone System Login and Logout
  • Remote Agent Login
  • Make outgoing phone calls
  • Receive incoming calls
  • Transfer calls
  • Monitor calls
  • Place Calls ON/OFF holds
  • Voice Mail Retrieval
  • Phone Software Records Calls
  • Record Call History
  • Play messages
  • Make outgoing phone calls
  • Receive incoming calls
  • Transfer calls
  • Monitor calls
  • Direct calls to phone system IVR
  • Place outside call and transfer call
  • Accept calls directed from IVR with Text To Speech Software

The services of the call centers can be inbound or outbound. Inbound services are those where in calls are received from customers enquiring about a service or product that an organization provides. On the other hand outbound services are those where in calls are made to customers to sell products or collect information/money etc.