CTI Consulting

Needs Analysis and Operational Review
Projects undertaken have included reviews and analyses of user requirements and assessments of the expected costs and potential benefits of implementing a CTI application.


Application Design and Infrastructure Acquisition
For clients that require a CTI application, system acquisition has been conducted using a request for tender (RFT) and by direct negotiation with vendors. Where tendering has been used, the RFT has been prepared from a tightly-written template and responses have been evaluated used a corresponding response template using weighted scoring and NPV cost analyses.

Projects have included designing and documenting callflows leading to the popping of the appropriate screens filled with the appropriate data. Inclusion of the application design as part of an RFT process has ensured that vendors quote for a working system, not just licence fees.


Applications Using CTI
Projects involving the use of predictive diallers, audio call recording systems, collaborative browsing products and e-mail processing software have considered the potential use of CTI in the deployment of applications using these technologies.


Market Knowledge
The principal of Occidental Communications maintains a broad awareness of all vendors of CTI products in the Australian and New Zealand markets as well as most of the other vendors in other parts of the world, including product capabilities, market shares and implementation costs.


Vendor Independence
Whether working on a consulting project, writing a piece for publication or compiling the vendors directories cited immediately above, Stephen Coates, the principal of Occidental Communications maintains strict vendor independence. RFTs, for example, are written to reflect the requirements of the client in question and to to seek capabilities some vendors would like to promote. RFTs managed by Stephen Coates for different clients have been won by a number of different vendors.


For a complete capability statement and history of recent projects, contact Occidental Communications steve2008 [at] occidental.com.au


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: from the Internet to the Desktop, in North America, published December 2003 by Bloor Research.

Computer Telephony Integration: from the Internet to the Desktop specific to the Asian market, published October 2003 by Datamonitor.

Computer Telephony Integration Marktübersicht (Computer Telephony Integration: in the German-speaking market), in German published February 2004 by Oxygon Verlag GmbH.


Vendor Directories
Directory of CTI Vendors in Australia and New Zealand
International Directory of CTI Vendors


Articles and Papers on CTI

Emerging Standards Foreshadow CTI Showdown Australian Communications July 1997

Computer Telephony Integration presented to the IBC Conference Call Centres 24 March, 1998

CTI: Many Applications, But Is It a Call Centre Panacea? Call Centre Systems & Technologies August 1998

Computer Telephony Integration presented on the Pacific Knowledge Network’s Call Centre Channel, 1 September 1998

Computer Telephony Integration Insight IS [UK] April, 1999

Reducing the I in CTI CRM April, 2000

IVR and CTI, Keys to customer communication Telcall May, 2000

IVR and CTI, Keys to customer communication CRM May, 2000

Call centres, CTI and all that jazz Banking Technology May, 2000

CTI Alive and Well eAccess June/July, 2000

Gluing it Together CIO November, 2000



Home What is CTI? Call Centre Consulting Tendering CTI Software Directory International Directory of CTI Vendors Contact