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- UniversalCTI abstract "Traditionally, computer telephony integration (CTI) integrates a telecom system, IT infrastructure, and software application(s) with relevant and/or target customer data. This integration is typically difficult to use and requires a significant level of sophistication. The primary business 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 the commonly encountered open environment, a call center solution may consist of multiple CTI servers in disparate locations from multiple vendors running multiple applications simultaneously. Currently, in such a real life 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.".
- UniversalCTI wikiPageID "21559885".
- UniversalCTI wikiPageRevisionID "597399126".
- UniversalCTI hasPhotoCollection UniversalCTI.
- UniversalCTI subject Category:Telephone_service_enhanced_features.
- UniversalCTI type Abstraction100002137.
- UniversalCTI type Cognition100023271.
- UniversalCTI type Concept105835747.
- UniversalCTI type Content105809192.
- UniversalCTI type Feature105849789.
- UniversalCTI type Idea105833840.
- UniversalCTI type Property105849040.
- UniversalCTI type PsychologicalFeature100023100.
- UniversalCTI type TelephoneServiceEnhancedFeatures.
- UniversalCTI comment "Traditionally, computer telephony integration (CTI) integrates a telecom system, IT infrastructure, and software application(s) with relevant and/or target customer data. This integration is typically difficult to use and requires a significant level of sophistication. The primary business purpose of Universal CTI is to provide a software bridge between the various computers and telephone systems in call center environments.".
- UniversalCTI label "UniversalCTI".
- UniversalCTI sameAs m.05h1_qp.
- UniversalCTI sameAs Q7893867.
- UniversalCTI sameAs Q7893867.
- UniversalCTI sameAs UniversalCTI.
- UniversalCTI wasDerivedFrom UniversalCTI?oldid=597399126.
- UniversalCTI isPrimaryTopicOf UniversalCTI.