Software enables data transfer across single/multiple sites.
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Press Release Summary:
Envox CTI Link(TM) enables developers to integrate CTI functions such as screen pops, intelligent call routing, transfers based on user-entered and call data, predictive dialing, call recording, and monitoring into Envox-based voice solutions. Customer data can be transferred from IVR system to agent application or from one call center to another. IVRs can be integrated with switching environments including PSTN, IP, and hybrid networks.
Original Press Release:
Envox Worldwide Launches Envox CTI Link
New software product enables developers to easily integrate the CTI capabilities of Envox CT Connect into voice solutions created with the Envox 6 Communications Development Platform
WESTBOROUGH, Mass., March 6 / -- Envox Worldwide, a leading global provider of voice solutions, today announced the introduction of Envox CTI Link(TM), a new software product that enables developers using the Envox 6 Communications Development Platform to easily use Envox CT Connect(TM) 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 quickly and easily incorporate sophisticated CTI functions such as screen pops, intelligent 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 advanced graphical development environment included with Envox 6. Envox Studio accelerates the creation of voice solutions with 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:
o Optimally route calls to customer service agents or call centers based
on key statistics, such as agent availability, agent skills, ANI, DNIS
or caller characteristics;
o Transfer customer data from their interactive voice response (IVR)
system to an agent screen pop application;
o Transfer customer data from one call center to another, enabling
enterprises to centralize IVRs and improve customer service by avoiding
the need to have customers repeat information when being transferred
among call centers;
o Conduct transfers within a single site or across multiple sites; and
o Seamlessly integrate IVRs with diverse switching environments, including
environments with PSTN, IP and hybrid networks.
"It's never been easier to integrate sophisticated CTI capabilities with the voice solutions that customers require," said Mark D. Flanagan, president and CEO of Envox Worldwide. "Envox CTI Link allows developers to use Envox 6 in conjunction with Envox CT Connect to create powerful end-to-end voice solutions that provide the functionality demanded by today's call center managers, and the maintainability and performance demanded by today's IT organizations."
Envox CTI Link has been developed to integrate two award-winning Envox Worldwide products: Envox 6 Communications Development Platform and Envox CT Connect. Envox 6 is an open, standards-based communications development platform with integrated application development and management components that reduces the time, cost and complexity of creating voice solutions. It provides a bridge between legacy systems and new innovative voice solutions, allowing customers to leverage prior investments in hardware, software and solution development, while providing a smooth migration path to new standards and emerging technologies such as VoiceXML, speech recognition, VoIP and Web services. Using Envox 6, developers can create a wide range of voice solutions with unmatched flexibility and broad 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 easily integrate intelligent call control features into their existing business applications.
To learn more about Envox CTI Link, please visit http://www.envox.com/software/envox-cti-links.asp.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software and related services dramatically reduce the time, cost and complexity of creating voice solutions. These products and services enable enterprise customers and service providers to significantly reduce operating costs, improve customer satisfaction and retention and generate new revenue streams. Headquartered in Boston, Envox's products and services are available through a network of global channel partners. For more information, please visit http://www.envox.com/.
For more information, contact
Catherine Van Evans
+1 508 871 7604
Source: Envox Worldwide
Web site: http://www.envox.com/
