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Computer Telephony Integration (CTI) Software
Computer telephony integration is one of those terms which is used by different persons to mean different things. From a call centre perspective, CTI is a capability to perform such functions as screen pop with screen fill, screen transfer with call transfer and screen/keyboard dialling. Although a few of them can perform screen pop for calls that are transferred but not queued, IVR systems are not included in this category. Similarly, although some PABXs and ACDs that can pop a screen specific to the DNIS called, such systems are not included here either.
This page is concerned with more serious CTI products, those that pop screen specific to the matter about which the caller is enquiring and fill it with data specific to the caller to begin with, although this is not to say that all listed do so with equal capability. As this page illustrates, there is a range of products available in New Zealand and especially Australia. These products offer a range of optional modules, the features of which vary widely and, of course, and pricing. A significant differentiating factor, although a much a function of implementation as intrinsic to the product itself, is whether the screen pop function is real screen pop, popping a screen relevant to the subject of the call and filling it with data specific to the caller, or ersatz screen pop, the popping of a little window with the CLI of the call. Buyer beware.
But selecting and acquiring a CTI software application is only half of the task, and not necessarily the first half. The application must be designed, specified, implemented, and tested, and this involves selecting the screens to be popped, specifying with what they will be filled, specifying the host interfaces etc. Although conspicuously absent from vendor presentations, the level work necessary to develop a set of licences to a working application is significant. For more details, see the What is CTI? page.
Consulting Projects Involving CTI
Occidental Communications has undertaken a number of assignments involving both the design of CTI applications and the acquistion of CTI systems, and working with other applications that use CTI technology. For more details, see the CTI Consulting page.
CTI Reports
Occidental Communications has recently published the report Computer Telephony Integration: from the Internet to the Desktop, specific to Australia and New Zealand, covering all aspects of the use of this technology, market shares of key vendors, CTI protocols, case studies etc. The principal of Occidental Communications has also written the following three reports:
Computer Telephony Integration: from the Internet to the Desktop, in Europe, published October 2003 by Bloor Research.
Computer Telephony Integration Marktübersicht (Computer Telephony Integration: in the German-speaking market), in German, published in February 2004 by OXYGON Verlag GmbH.
Computer Telephony Integration: from the Internet to the Desktop, in North America, published January 2004 by Bloor Research.
Computer Telephony Integration: from the Internet to the Desktop specific to the Asian market, published October 2003 by Datamonitor.
International Vendor Directory
International Directory - CTI Software
ANZ Vendor Directory
Altitude uCI from Altitude Software
uCI is no longer distributed in Australia.
Apropos 5 from Apropos
Apropos was acquired by Syntellect and Apropos 5 is no longer distributed in Australia although KAZ continues to support existing customers.
Contact Server from Aspect Software
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, collaborative browsing using both voice through the Internet and callbacks, text chat and off-switch ACD, specifically designed to work with the Aspect CallCenter ACD.
Aspect Uniphi Suite from Aspect Software
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional voice mail, IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD designed for LAN-based telephone systems.
Ensemble from Aspect Software
Product discontinued
Contact Server and Aspect Uniphi Suite from Aspect Telecommunications
Aspect was acquired by Concerto Software, subsequently renamed Aspect Software.
Passageways from Avaya
Product discontinued
Application Enablement Services (formerly named Avaya Computer Telephony)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional predictive dialling, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and text chat.
Avaya Interaction Center (formerly named Quintus) from Avaya
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents, text chat, off-switch ACD and limited CRM capabilities.
ICM from Cisco
Call centre CTI software that can be deployed in a carrier network to control call routing in the carrier network prior to connection of the call to the call centres and which performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
CTI Server from Computer Telephone Integration
Product no longer a CTI product.
Ensemble from Concerto Software
Concerto Software acquired Aspect Telecommunications then renamed itself Aspect Software and the product was discontinued.
Concerto from Davox
Davox was renamed Concerto and Concerto was renamed Ensemble and subsequently discontinued
CT-Connect from Dialogic
Dialogic was acquired by Intel. The CT-Connect product was subsequently sold to Envox.
Easyphone from Easyphone
Easyphone, the company, was renamed Altitude Software and Easyphone, the product, was renamed Altitude uCI. uCI is no longer distributed in Australia.
EPICCenter from Easyrun
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling, audio call recording, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD, able to interface with the ECI Coral and Nortel Meridian 1 PABXs and Cisco Call Manager LAN-based telephone system.
Edify Voice Interaction Platform (formerly Electronic Workforce) from Edify
Edify was acquired by InterVoice and the product was transformed into an IVR. Edify Voice Interaction Platform is no longer distributed in Australia although Premier Technologies continues to support existing customers.
Envox CT Connect from Envox, distributed in Australia by Westan and in New Zealand by Campbell Software
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing.
Solidus e-Care from Ericsson
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing, and optional IVR, collaborative browsing via callbacks, routing of e-mails to agents and off-switch ACD, specifically designed to work with the MX-ONE Telephony Switch.
Customer Interaction Management (formerly named T-Server) from Genesys
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling, text chat, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD. Genesys has also been deployed in the Telstra network to control call routing in the carrier network prior to connection of calls to call centres. Genesys is owned by Alcatel.
GeoTel from GeoTel Communications
GeoTel Communications was acquired by Cisco and GeoTel was renamed ICM.
HP Front Office from Hewlett Packard
Product discontinued
Corepoint Telephony from IBM
IBM's Corepoint Technologies division was sold to Genesys and the product was discontinued.
IPFX for NEC, IPFX for Call Manager (formerly named Vision) from IP FX (formerly named Performance Solutions)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, individual audio call recording (on request only), routing of e-mails to agents, text chat and off-switch ACD, designed to work with NEC PABXs and Cisco LAN-based telephone systems.
NetMerge, formerly named CT Connect, from Intel
Intel's CTI software line was sold to Envox (Intel still manufactures microprocessors, circuit cards and other products).
Agent Connect from InterVoice
Product discontinued
Edify Voice Interaction Platform (formerly Electronic Workforce) from InterVoice
Edify Voice Interaction Platform was transformed into an IVR. Edify Voice Interaction Platform is no longer distributed in Australia although Premier Technologies continues to support existing customers.
iBridge from iTa
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional audio call recording and routing of e-mails to agents.
ActionSuite from Line 4, distributed in Australia by Towerflex
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, caller-requested callback as well as optional collaborative browsing using callbacks and text chat.
Netspire CTI System from Open Access
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR.
Vision from Performance Solutions
Performance Solutions was renamed IP FX and the Vision product also renamed IPFX.
CallSPONSOR from Periphonics
Prior to Periphonics's acquisition by Nortel, the product was discontinued.
SuperQ from Talking Computers
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing with optional IVR, basic routing of e-mails to agents and off-switch ACD.
CTI Hub (formerly named Tele-CTI) from Telemanagement
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional power dialling, text chat, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD for small to medium-sized call centres.
J-Flo from Telogy
Telogy, formerly of Glen Iris, Victoria, is no longer in business.
iQueue from Vocom
Vocom, formerly of Chatswood, NSW, is no longer in business.
ContactCenter (formerly named Q-Master) from Zeacom
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, callback, text chat, collaborative browsing using callbacks, routing of e-mails to agents and off-switch ACD, designed to work with NEC PABXs and Cisco's LAN-based telephone system.
Other Products with a CTI Capability
The following other products also CTI as an integral capability or option.
ACCPAC eCRM from Sage AccPac (CRM software)
Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)
Spectrum (formerly named FirstPoint Enterprise 2002) from Aspect Software, formerly named Concerto Software (ACD)
AllianceEnterprise Suite from ASTEA (Help desk software)
Avaya IP Office (formerly named ECLIPS) from Avaya (LAN-based telephone system)
Call Manager from Cisco (LAN-based telephone system with personal CTI)
MX-ONE from Ericsson (LAN-based telephone system)
GoldMine from FrontRange Solutions (CRM software)
HEAT from FrontRange Solutions (Help desk software)
GT-X from Graham Technology (CRM software)
The infraEnterprise Solution from Infra Corporation (Help desk software)
CIC from Interactive Intelligence (PC-based telephone system with personal CTI)
ACT! from Sage CRM (CRM software)
Saleslogix from Sage CRM (CRM software)
Great Plains Siebel Front Office from Microsoft Business Solutions (CRM software)
Navision Attain from Microsoft Business Solutions (CRM software)
Navision Axapta from Microsoft Business Solutions (CRM software)
Navision Siebel Solution from Microsoft Business Solutions (CRM software)
Communications Server 1000 (formerly named Succession CSE 1000) from Nortel (LAN-based telephone system with personal CTI)
Oracle Contact Center Anywhere (formerly CallCenter@nywhere) from Oracle (PC-based telephone system with personal CTI)
StayinFront CRM from StayinFront (CRM software)
Quantum from Support Solutions Technologies (Help desk software)
VersaSRS from VersaDev (Help desk software)
TeleVantage from Vertical Communications (PC-based telephone system with personal CTI)
CTI Product Feature Summary
| Product | SP | ST | SKD | CR | CNR | IVR | PD | ACR | CB | EM | TC | QC |
| Contact Server | Y | Y | Y | Y | _ | _ | O | _ | O | _ | O | O |
| Aspect Uniphi Suite | Y | Y | Y | Y | _ | O | _ | _ | O | O | _ | O |
| Application Enablement Services | Y | Y | Y | Y | _ | _ | O | _ | O | O | O | _ |
| Avaya Interaction Center | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
| ICM | Y | Y | Y | Y | O | _ | _ | _ | O | O | O | _ |
| EPICCenter | Y | Y | Y | Y | _ | O | Y | O | O | O | _ | O |
| Envox CT Connect | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ |
| Solidus e-Care | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
| Customer Interaction Management | Y | Y | Y | Y | O | O | O | _ | O | O | O | O |
| IPFX for NEC, IPFX for Call Manager | Y | Y | Y | Y | _ | O | O | O | _ | O | O | O |
| iBridge | Y | Y | Y | Y | _ | _ | O | _ | O | _ | O | _ |
| ActionSuite | Y | Y | Y | Y | _ | _ | _ | _ | O | _ | O | _ |
| Netspire CTI System | Y | Y | Y | Y | _ | O | _ | _ | _ | _ | _ | _ |
| SuperQ | Y | Y | Y | Y | _ | O | _ | _ | _ | O | _ | O |
| CTI Hub | Y | Y | Y | Y | _ | O | _ | O | O | O | O | O |
| ContactCenter | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
SP = screen pop
ST = screen transfer with call transfer
SKD = screen/keyboard dialling
CR = call routing
CNR = carrier network routing
IVR = interactive voice response
PD = predictive dialling
ACR = audio call recording |
CB = collaborative browsing
EM = E-mail processing
TC = text chat
QC = off-swich queue control
Y = yes (feature supported)
O = optional feature
M = mandatory capability
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Articles and Papers on CTI
Lame competitors contribute to Genesys's success IT Director (Bloor Research, UK), October, 2007
Gluing it Together CIO November, 2000
CTI Alive and Well eAccess June/July, 2000
Call centres, CTI and all that jazz Banking Technology May, 2000
IVR and CTI, Keys to customer communication CRM May, 2000
IVR and CTI, Keys to customer communication Telcall May, 2000
Reducing the I in CTI CRM April, 2000
Computer Telephony Integration Insight IS [UK] April, 1999
Computer Telephony Integration presented on the Pacific Knowledge Network’s Call Centre Channel, 1 September 1998
CTI: Many Applications, But Is It a Call Centre Panacea? Call Centre Systems & Technologies August 1998
Computer Telephony Integration presented to the IBC Conference Call Centres 24 March, 1998
Emerging Standards Foreshadow CTI Showdown Australian Communications July 1997
Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here.
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© Occidental Communications, 2007
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