CTI Services
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Noble-Amcat CTI Customer Service Interaction System
Software suite for outbound inbound integrated call management. CTI customer communications with ACD, IVR, VoIP, and workforce automation.
IVR | PBX | Industries Served | UK Call Centre
www.amcat.com

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Related Business Topics

Computer Telephony Software	Computer Telephony Hardware	Call Center Jobs
Answering Services	Call Center Outsourcing	Inbound Call Centers
Call Center Software	Call Center Education and Training	Call Center Equipment and Supplies
Call Center Consultants	Call Center Organizations	Computer Telephony Integration (CTI) Information Resources

A-Z CTI Services Provider Directory

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AMCAT Software
CTI based MediaLynx integrates predictive dialing, voice, e-mail, Web, VoIP and video in a Call Center CTI multimedia software package.
www.amcat.com

Amdev Communications
Supplier new and reconditioned systems such as: voice mail, Computer Telephony CTI, IVR Systems, parts and support.
www.amdevcomm.com

Artuv Communications and Software, Ltd.
Developer and supplier of CTI and PBX link/TSAPI based solutions, Outbound call systems and a range of dialing applications.
www.artuv.com

Astute
Solutions provider of e-customer relationship management, computer telephony (CTI) and Internet systems.
www.astutesolutions.com

AT&T Enterprise Business Solutions
Find Out How AT&T Can Help Make Your Enterprise Collaboration Easy.
business.att.com

Brooktrout Technology
Manufacturer of remote access servers and developer of server software. Software runs on Windows NT and NetWare. Products are sold to the telecommunications industry. This company was capitalized by private investment.
www.brooktrout.com

CadCom Telesystems
Computer telephony integration (CTI) equipment and software including telephone answering equipment, telephone messaging systems, unified messaging systems and digital voice recorder system and applications.
www.cadcom.com

Callfire - Voice Broadcast & Virtual Call Center
Create & send 1000's of outbound telephone calls with Press-1 transfers! Easily create interactive telephone IVRs & Virtual call centers in minutes.
www.callfire.com

Catalyst Telecom
Offer customized computer telephony integration systems and business telephone solutions.
www.catalysttelecom.com

Cothern Computer Systems, Inc.
Developer of computer telephony integration software and provider of systems analysis, conversion, consulting and integration services. CallPro(R) allows integration of IBM CallPath with the user's applications. It features intelligent answeri...
www.ccslink.com

Chrysalis Software
Specializes in the development of customized Interactive Voice Response (IVR) solutions. Also provides packaged CTI solutions such as screen pops, host and database integration, and desktop automation tools for the agent and supervisor that s...
www.chrysalis.net

Clearwave Communications
Provider of telecommunications software and hardware specializing in computer telephony integration (CTI) systems.
www.clearwave.com

Computer Talk Technology
A call center solutions company specializing in Automatic Call Distributors (ACD) and Interactive Voice Response (IVR).
www.computer-talk.com

ComTek International
Services in the design, development, implementation, and support of distributed CTI and voice response systems software.
www.comtek-intl.com

Computer Telephony Internet Integration
Offers Telcos, Cellcos, ISPs and Portals a suite of messaging services on one platform. One mailbox for email, voice, fax and video.
www.cti2.com

CTI Developer
Provider of computer telephony (CTI) and interactive voice response (IVR) development suites and platforms for medium and large call volume counts.
www.ctideveloper.com

DataVox
Develops and installs CTI software products to enhanse Lucent Comdial, Panasonic and Ericsson telephone systems. Based in Houston, Texas.
www.datavox.net

Intel
Provider of computer telephony network equipment and services.
www.dialogic.com

Dialpro Northwest, Inc.
Implements and supports customer designed Voice Processing and Computer Telephony Integration solutions in the Pacific Northwest.
www.dialpronw.com

Dictronics, Inc.
Provider of design and consulting services specializing in telephone, voice mail, automated attendant and voice response systems. The company is also a distributor of copiers, facsimile, dictation and word processing equipment. Services are pr...
www.dictronics.com

The DPL Group
Technology-based company with divisions in electrical engineering, telemetry, wireless solutions and remote monitoring.
www.dpl.ca

e-cerv
Provider of web-telephony communications solutions that let any size business create a virtual call center and corporate voice portal.
www.e-cerv.com

Electech
Develops, manufacturs and markets digital audio products including the Archivist Voice Logging Recorder. Based in Taipei, Taiwan with branch offices in the United States and China.
www.eletech.com

EPOS Corp.
Developer of process monitoring software to the plastics industry as well as interactive voice response technology. Products are sold to the plastics industry, colleges and universities.
www.epos.com

EveryWare
Developer and deployer of computer telephony systems and services.
www.everyware.net

Genesys Corporation
Provides interaction management solutions for the enterprise contact center, e-businesses, and service providers, to seamlessly manage interactions with their customers across all communications media; phone, e-mail, and the web.
www.genesyslab.com

Intelis
Atlanta-based software development company that develops CTI applications for use with telephone switching installations. Provides support for call routing, enhanced call processing, card call processing, fraud protection, and call billing.
www.intelis-inc.com

Inter-Tel
Offers CTI technology to companies through software applications such as desktop telephony and automatic call distribution. Also have a solutions group to customize existing software or create unique applications.
www.inter-tel.com

IntraNext Systems
Services include Voice-and-Data, Interactive Voice Response (IVR) integration, and web-based applications. Based in Denver, Colorado.
www.intranextsys.com

IP5 Corporation
Software company headquartered in Montreal, Canada that develops software telephony systems for call centers without the need of PBX or other telephony hardware except for the DIALOGIC telephony interface cards.
www.ip5.com

iVoice.com, Inc.
Developer of interactive voice response application generation software. Manufacturer of voice processing systems. Products are used to allow information in PC databases to be accessed via standard touch telephone.
www.ivoice.com

JGB Systems
Specialises in Customer Contact Strategy Technology, including CRM, E-Commerce & Call Center.
www.jgbsystems.dial.pipex.com

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Kelysoft
Provider of hardware and software to telecom operators.
kelysoft.com

Maxxar Corporation
A full service provider of computer telephony integration solutions, including interactive voice response systems, inter/intranet electronic commerce applications, and call center telephony integration.
www.maxxar.com

eShare Technologies, Inc.
Provides solutions for organizations that rely on telephone and Internet contact for prospecting, scheduling service, answering questions, and offering customer service or processing collections transactions.
www.melita.com

Music Telecom, Inc.
Manufacturer of voice mail auto attendant hardware including audio processing boards, speech/voice synthesizers, voice digitizers, voice recognition systems, FAX equipment and teleconferencing systems. Products are sold to the telecommunication...
www.musictelecom.com

Music Telecom
Provider of voice and data solutions for CTI with a focus on call logging and call centers.
www.musictelecom.nl

Natural MicroSystems
Designs, develops and supplies network-quality hardware and software components and provides design and customization services.
www.naturalmicrosystems.com

Noble Systems Corporation
Developer of the Automated Telephone Organization Management System (ATOMS),a turn-key computer telephony integration solution, offering innovations in predictive dialing and call blending.
www.noblesys.com

Nova CTI
Developer of telecommunications software specializing in automatic call center solutions. The software runs on PC-based systems. Products are sold to multiple industries. This company was capitalized by private investment.
www.novacti.com

Oki - CTI
Design Computer Telephony Integration solution - a fully integrated system composed of hardware, middle-ware, software applications, development tools, and system-management tools using a uniform and open architecture based on the latest open te...
www.oki.co.jp

Periphonics Corp.
Developer and manufacturer of products for computer telephony integration and for telecom enhanced network services using technologies such as interactive voice response, voice recognition, messaging, fax and web browsers. Developer of graphica...
www.peri.com

PIKA Technologies Inc.
Designs, manufactures, and markets Computer Telephony (CT) products.
www.pikatech.com

Quality Call Solutions
Provider of integrated solutions for call centers, including application development, implementation and support for Computer Telephony Integration (CTI), Integrated Voice Response (IVR) and agent desktop.
www.quality.com

Radiation Monitoring Devices, Inc.
Manufacturer of radiation detection equipment. Company also manufactures Inspector(tm) lead measuring equipment. Inspector(tm) comes with software to download information for analysis. Software runs on IBM compatibles. Products are sold to t...
www.rmdinc.com

Science Dynamics
Focus on providing Computer Telephony Integration (CTI) to the Regional Bell Operating Companies (RBOC's) and large independent telephone operating companies, such as GTE, Sprint and Citizens Data Network Companies and Telephone Service Distribu...
scidyn.com

Servion Global Solutions
Offers solutions across eight segments of the CIM industry including technology consulting, Contact Center intelligence and reports and more.
www.servion.com

Sonant
Supplier of contact center automation systems. Its flagship product, eCenter, is a fully integrated contact center automation system that automatic call distribution (ACD), computer telephony (CTI), electronic payment processing, and interactive...
www.sonant.com

Java (TM) Telephony API
Defines the access to one or more of the following areas of functionality: Call Control, Telephone Physical Device Control, Media Services for Telephony, and Administrative Services for Telephony.
java.sun.com

SynreVoice Technologies Inc.
Specializes in providing computer/ telephone integration (CTI) and automated voice processing systems. Offers both packaged products and customized solutions based on Dialogic’s computer telephony platform and company developed software.
www.synrevoice.com

Telekom Technology
Provider of computer telephony integration (CTI) products that log and display real-time call information on incoming and outgoing call traffic.
telekom-usa.com

Telrad Networks
Solution provider of telecommunications services, including networking, voice mail, CTI and call centers.
www.telrad.com

Talking Technology, Inc.
Solution provider for computer telephony packages, computer telephony voice cards and developer toolkits.
www.tti.net

U.S. InfoTel
Specializes in inbound caller ID screen pops, help desk customer support, outbound prospecting using predictive dialing, business to business power dialing, interactive voice response (IVR) and Broadcast faxing.
www.usinfotel.com

Vodavi Communications
Manufacturer of telecommunications products, including telephone systems, voice mail systems and computer telephone integration (CTI) products.
www.vodavi.com

Way2call Communications
Provider of client-based computer telephony integration (CTI) and voice over Internet protocol (VoIP) solutions.
www.way2call.com

Xantel Corporation
Developer of software solutions for call centers, help desks and customer service centers. The primary product is Xantel Connex(tm), which includes standalone features for remote agents (VirtualAgent) and web-based call centers (WebClick).
www.xantel.com

Company Profiles – Click here to view

Interactive Intelligence, Inc.
Nice Systems Limited

Nice Systems Limited
Notify Technology Corporation

Syntellect Inc.

Guide to CTI Services

CTI call center software gives your agents full access to a customer's history as soon as they pick up the phone
By Marianne Cotter

Computer telephony integration (CTI) is a technology that marries the computer with the telephone in a call center. Thanks to CTI call center software solutions, a customer history pop-up screen appears on an employee’s computer as soon as a customer call comes in, giving the employee complete insight into the customer’s history and data.

CTI solutions allow customer service representatives and sales agents to have better informed interactions with customers, resulting in increased sales and improved customer service. Today’s call centers use CTI software systems as part of their complete call center solution.

When shopping for CTI solutions, consider the following:

1. CTI software systems that provide customer pop-up screens.
2. Call center software that includes CTI solutions.
3. Adding scripting to computer telephony for greater productivity.
4. CTI services with industry-specific solutions.

Action Steps

The best contacts and resources to help you get it done

Choose CTI software systems that include customer pop-up screens The core of CTI is the computer telephony technology that enables the customer's data record to be retrieved from a database and viewed on a pop-up screen on an agent's computer in tandem with the incoming customer call.

I recommend: Chrysalis Software’s Sonata CTI Suite is CTI call center software that includes pop-up screens. CTI software systems like QCS’s QCall delivers customer information to your employee’s desktop in a number of formats. Inter-Tel’s Telephony Manager integrates your communications system with Microsoft CRM software so that customer information from your CRM program is automatically screen popped to your staff’s computers.

Look for call center software that includes CTI solutions Computer telephony is part of a comprehensive call center solution that includes features such as IVR (interactive voice response), inbound/outbound calling, call routing, predictive dialers, and multi-site support as well as reporting and analytics.

I recommend: With the inContact call center software suite, computer telephony is integrated with other standard call center features. Call Center Software World allows you to search vendors by criteria, including CTI services.

Add scripting to CTI software systems Providing scripting for call center agents is a proven productivity enhancer. CTI solutions that integrate scripting with the customer pop-up screen is an added benefit.

I recommend: AMCAT’s Communicator solution integrates scripting with CTI services for a better customer experience. OnviSource Call Center Solutions’ AutoScript feature allows scripts to be structured to automatically populate your customer’s data.

Industry-specific CTI services From hospitality to emergency response, different industries have different call center needs. While shopping for CTI services, look at CTI software systems that are optimized for your specific customer needs.

I recommend: MicroAutomation’s CTI call center software offers industry specific solutions for healthcare, utilities, hospitality, government, retail, manufacturing, financial services and emergency response. Five9.com computer telephony industry solutions include outsourcers, mortgage and finance, offshore BPO and collections.

Tips & Tactics

Helpful advice for making the most of this Guide

When shopping for CTI software systems, ask about training and product support.
Save money by considering CTI software systems that offer modular solutions rather than those that offer a large integrated call center package.
If your call center has several locations, make sure your CTI call center software can handle multi-site call centers.
Make sure to choose CTI call center software that will integrate with your existing telephony infrastructure and agent workstation environments.
Ask computer telephony vendors if their CTI solutions can integrate with fax, email, chat, video and other customer contact points.

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