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Computer Telephony Integration

CTI is a critical part of any well-managed contact center solution and is an integral element of Noble-Amcat’s Contact Center Suite.
Noble-Amcat contact center products are CTI-based solutions
  • Screen-pops – CTI populates the agent script with relevant data.
  • Synchronization – the agent receives voice and data in unison.
  • ANI / CLI –  identifies a caller and reveals relevant data to the agent.
  • IVR Self Service – extends operational hours 24/7 without staff increases.
  • Data capture – CTI displays data and captures/ stores further data.
  • Multiple data sources – including the contact center database, enterprise LAN or WAN, mainframe, mini-computer, Internet or corporate intranet databases.
  • Tailored campaigns – agent screen data can be selected according to the campaign requirements.

Achievable Benefits

  • Increased productivity & efficiency – Effective management and use of data.
  • Knowledgeable agents – Agents do not have lengthy delays to retrieve relevant data.
  • Reduced ‘talk time’ – Less time spent on and wrapping-up calls.
  • Instant data – Data is provided instantly when transferring calls between agents.
  • Personalized data displays – Amcat Contact Designer can create data displays and scripts tailored to individual campaigns.

A Closer Look

CTI is the marriage between computer and telephone that synchronizes voice and data information. The ability to effectively manage and use data is essential to improving the productivity and efficiency of interactions and reducing call center customer contact  time.

Product Overview
Contact Center Suite
Agent Scripting
Key Technologies
Compliance
Architecture

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