Universal CTI

Universal CTI

Traditionally, computer telephony integration (CTI) integrates the telecom system, IT infrastructure, and software applications with customer data. This integration was typically difficult to use and required a significant level of sophistication. Universal CTI, created by Real Soft, Inc., is an enterprise-level CTI messaging service that provides an open and easy way to provide seamless integration between agent-assisted service and self-service application.

The purpose of Universal CTI is to provide a software bridge between the various computers and telephone systems in call center environments. Applications made possible by Universal CTI include screen pop, coordinated call-data transfer between agents and interactive voice response (IVR) integration, which transfers caller-entered IVR information to agent desktop workstations. By integrating computers and telephone systems, Universal CTI applications allow call centers to realize significant advances in both agent productivity and quality of customer service. The service oriented architecture of Universal CTI provides a WSDL (web services based) interface for agent desk top applications or self-service (IVR) applications to communicate to the CTI Server (Genesys T-Server/CISCO ICM/ Avaya AES) in a given call center.

In an open environment, a call center solution may consist of multiple CTI servers in disparate locations from multiple vendors running multiple applications simultaneously. In such a situation, it's no longer possible to develop applications with custom interfaces to each one of these CTI servers, maintain the applications, and change applications as business requirements change without a dedicated staff to manage the various CTI interfaces.