l product directory


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.


Consulting Projects Involving CTI
Occidental Communications has undertaken a number of assignments involving both the design of CTI applications and the acquisition of CTI systems, and working with other applications that use CTI technology. For more details, see the Call Centre Consulting page.


CTI Reports
Stephen Coates, the principal of Occidental Communications, has written the following reports on CTI. Each report covers all aspects of the use of this technology, market shares of key vendors in geographic markets, CTI protocols, case studies and a vendor directory up to date as of the date of publication. More significantly, those for Europe, North America and Asia include assessments of key vendors in those markets. All but one of these reports can now be downloaded for free.

Computer Telephony Integration: from the Internet to the Desktop, specific to Australia and New Zealand, published in 2003 by Occidental Communications.

CTI Software: Australasian Market Update, published in 2009 by Occidental Communications.

Computer Telephony Integration: from the Internet to the Desktop, in Europe, published by Bloor Research in 2003.

CTI Software: European Market Update, published in 2008 by Bloor Research.

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

Computer Telephony Integration: from the Internet to the Desktop in North America, published by Bloor Research in 2004.

CTI Software: North American Market Update, published in 2009 by Occidental Communications.

Computer Telephony Integration: from the Internet to the Desktop, specific to the Asian market, published in 2003 by Occidental Communications.

CTI Software: Asian Market Update, published in 2009 by Occidental Communications.

To download these reports, go to the CTI Reports page.


ANZ Product Directory
Australia and New Zealand Directory - CTI Software including local contact details and local distributors.


International Directory - CTI Software



Solidus e-Care from Aastra
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, 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



InfoCC from Alceo
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, text chat and off-switch ACD

TeleSmart from Alceo
Non-call centre CTI software that performs screen pop, limited screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR and voice mail


Alsa_Call from Alsatel
Product discontinued


GroupWare Telephony Integration (GTI) from Altaline
Altaline, formerly of Wilsele, Belgium, is no longer in business.



Altitude uCI from Altitude Software
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, scripting, audio call recording, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents, text chat and off-switch ACD


CTI Middleware from Amcom
Product discontinued


Answersoft from Answersoft
Answersoft was acquired by Davox in 1998 and the product renamed Concerto. The product was subsequently discontinued.



Sibilo Contact Center from App-line
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, text chat and off-switch ACD

Apropos 5 from Apropos
Apropos was acquired by Syntellect in 2005.



Call Connect (formerly Arc Connect) from ARC Solutions
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, collaborative browsing using voice through the Internet, text chat and control of call queuing designed to work only with Cisco's Call Manager LAN-based telephone system

Arc ScreenPop from ARC Solutions
Product discontinued


Arcom Conference-System from Arcom Kommunikationstechnologie GmbH
Arcom, formerly of Aachen, Germany, is no longer in business.


DynaRep from Aristacom
Aristacom was renamed Line 4 which is no longer in business.


Aspect Enterprise Contact Server from Aspect Software, formerly named Aspect Telecommunications
Product discontinued


Aspect Uniphi Suite, formerly named Aspect Uniphi Suite, from Aspect Software, formerly named Aspect Telecommunications
Product discontinued


Ensemble from Aspect Software
Product discontinued


Prospect CTI from Aspect Telecommunications
Aspect was acquired by Concerto Software in 2005 which subsequently renamed itself Aspect Software, and the product was renamed Aspect Enterprise Contact Server then subsequently discontinued.


Contact Server and Aspect Uniphi Suite from Aspect Telecommunications
Aspect was acquired by Concerto Software in 2005 which subsequently renamed itself Aspect Software and the products were subsequently discontinued.


CyberCall from Atio
Product discontinued


ASSIST from Atlantis Technology
Atlantis Technology, formerly of Santa Clara, Calif, USA, is no longer in business.


iQueCall from Aubeta Technology
Product discontinued


ARC from Aumtech
Product discontinued


Fastcall from Aurora System
Aurora System was acquired by Comdial in 1996 and subsequently sold to Spanlink in 1997. More recently, the product has been discontinued.



Application Enablement Services (formerly named Avaya Computer Telephony) from Avaya
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

Passageways from Avaya
Product discontinued



Avhan Call Centre Suite from Avhan
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 callbacks and off-switch ACD


ClienTel from Aviso GmbH
Aviso, formerly of Bielefeld, Germany was acquired by Micrologica which, itself, is no longer in business.


ActiveCall from Brooktrout Software
Product discontinued


Callmedia from CaCTI Technology
CaCTI Technology was renamed Convergent Labs and subsequently renamed Callmedia.



Callmedia from Callmedia
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling and routing of e-mails to agents and off-switch ACD


TeleServer from Cardolan
Cardolan, formerly of NackaStrand Sweden, is no longer in business.


Charmed from Charmed (ME) Communication
Product discontinued


Minuet, Prelude, Cinphony and Jazz2000 ACDs from Cintech
Products discontinued



Unified Contact Center (previously ICM and IPCC) 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



Adress Plus 9 from Cobra
A non-call centre corporate CTI product that includes a group directory and performs screen pop, display of call status, screen/keyboard dialling, power dialling and scripting


Astel from Coheris
The product was integrated into Coheris's CRM software product.


Realise from Collaboration Technologies
Collaboration Technologies, formerly of Drayton Bassett Staffordshire, UK, is no longer in business.


Fastcall from Comdial
The Fastcall product was sold to Spanlink in 1997 and more recently, discontinued.


CAM from Compaq
Prior to Compaq's acquisition by Hewlett Packard, the product was discontinued.


CIMphone from Composit Communications
Composit Communications was acquired by Tadiran Telecom in 2007 and CIMphone was renamed Composit.


CTI Server from Computer Telephone Integration
The product is no longer a CTI product.


Oaisys from Computer Telephone Systems
Company renamed Oaisys



Computer Telephony Integration System (CTIS) from ComTek International
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling and audio call recording with screen capture


Ensemble from Concerto Software
In 2005, Concerto Software renamed itself Aspect Software and the product was discontinued.


Callmedia from ConvergentLabs
The applicable ConvergentLabs division was acquired by the azzurri group and is now developed by Callmedia plc.


CallPro for AS/400 from Cothern Computer Systems
Product discontinued


CreaLink CTI-Server with CreaNet from CreaLog
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, and optional IVR, predictive dialling, audio call recording and collaborative browsing using voice through the Internet


Crimp Call Centre from Crimp A/S
Product discontinued


Multi Channel Queuing (MCQ) from CSC
Product discontinued


Dialect suite from CTI Lab
CTI Lab's parent company Williams Communications was acquired by Nextiraone which was subsequently acquired by Black Box. The product has now been discontinued.


CTI Integration from DAC Systems
product discontinued


Relator Suite from DataCall Solutions
DataCall's Relator Suite has been transformed into a PC-based telephone system.



CallChange from Datasys
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling and audio call recording


Concerto from Davox
Davox was renamed Concerto Software and Concerto, the product, was renamed Ensemble and subsequently discontinued.


Focus from Décisif Software Solutions
Décisif Software Solutions, formerly of Montreal, Que, Canada, is no longer in business. (Décisif is cited in the article
IT in Canada: Hiding the Light Under the Bushell)


Service Manager from Delco
Product discontinued


CT-Connect from Dialogic
Dialogic was acquired by Intel in 1999. The CT-Connect product was subsequently sold to Envox in 2005, which was acquired by Syntellect in 2008.



Discovoice Agent Manager (DAM) from Discofone
Call centre CTI software that performs screen pop, screen transfer with call transfer, call routing, and optional IVR, predictive dialling and routing of e-mails to agents


Easyphone from Easyphone
Easyphone, the company, was renamed Altitude Software and Easyphone, the product, was renamed Altitude uCI.



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, text chat and off-switch ACD, able to interface with the ECI Coral and Avaya Meridian 1 PABXs and Cisco Call Manager LAN-based telephone system

EPICAcce from Easyrun
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional SIP trunks and extensions, 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, via the CTI interface, with the ECI Coral and Avaya 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 in 2006, the product was transformed into an IVR and Intervoice was acquired by Convergys in 2009.


AVIDCTI from Emerging Technology Solutions International (ETSI)
ETSI, formerly of Redmond, Wash, USA, is no longer in business.


OCP CALL from Enterprise Communications AG
Enterprise Communications, formerly of Essen, Germany, is no longer in business.


Envox CT Connect from Envox
Envox was acquired by Syntellect in 2008.


FCS Call Centre from FCS Computer Systems
Product discontinued


Euphonic from Firstwave Technologies
Product discontinued



FlintecAgent from Flintec Informations-Technologien
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


TelePath from Frank Solutions
Frank Solutions was acquired by FirstData and the product was discontinued.



Call Center Solution (CCS) from Gaytes Information Systems
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional audio call recording



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


GeoTel from GeoTel Communications
GeoTel Communications was acquired by Cisco and GeoTel was renamed ICM then IPCC and finally Unified Contact Center.


Teamphone from Global Communications
Global Communications was renamed Teamphone (to eliminate any confusion) and Teamphone, the product, no longer supports CTI.



AG-VIP SQL from Grutzeck Software
Call centre CTI software that performs screen pop, screen/keyboard dialling and power dialling


HP Front Office/Smart Contact from Hewlett Packard
The Front Office/Smart Contact product was sold to Cisco in 2000 and incorporated into their Unified Contact Center product.


Corepoint Telephony from IBM
IBM's Corepoint Technologies division was sold to Genesys in 2001 and the product was discontinued.



Livecare PhoneCentre from Icona
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, collaborative browsing using voice through the Internet, routing of e-mails to agents and off-switch ACD



Evolution from ICR
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional predictive dialling, collaborative browsing using callbacks and routing of e-mails to agents


TotalNet from IEX Corporation
IEX was renamed Tekelec and TotalNet no longer supports CTI.



@Phones (formerly Phones) from IFM Infomaster
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and 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, based on Syntellect's CT Connect



TeamCall from ilink Kommunikationssysteme
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and off-switch ACD



Enterprise Contact Centre from Incas
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, IVR, predictive dialling, collaborative browsing using callbacks and routing of e-mails to agents



Centriphone Millennium from Infinity
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing, and optional IVR, predictive dialling, collaborative browsing and routing of e-mails to agents


NetMerge, formerly named CT Connect, from Intel
Intel's CTI software line was sold to Envox in 2005, which was acquired by Syntellect in 2008. (Intel still manufactures microprocessors, circuit cards and other products.)


Call Center Suite from Inter-Tel
Inter-Tel was acquired by Mitel in 2007.


Edify Voice Interaction Platform (formerly Electronic Workforce) from InterVoice
The product was transformed into an IVR and Intervoice was acquired by Convergys in 2009.


Agent Connect from InterVoice
Product discontinued



NextSys suite from IntraNext Systems
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing



IPFX (formerly named Vision and before that Communiqué) 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


VistaPoint from iQ NetSolutions
Product discontinued



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


OpenCONTACT, formerly named the Rialto suite, from Kingston Communications
Product discontinued


Multicall from Lansys Ltd
Lansys, formerly of Israel, is no longer in business.


ActionSuite (formerly named Dynarep) from Line 4
Line 4, formerly of Alameda, Calif, USA, is no longer in business.


Logos AOC from Logos Computer Telephony
Logos Computer Telephony, formerly of Banja Luka, Republic of Srpska, Bosnia i Hercegovina, is no longer in business.


Office EDITION from Materna
Product discontinued



MediaCallCenter from Mediatel Data
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, audio call recording, routing of e-mails to agents and off-switch ACD


WinPhone from MegaSoft GmbH
Product discontinued


MyCall from MG2
MG2 was renamed NetCentrex and MyCall was discontinued.


The Micrologica Communication Center from Micrologica
Micrologica, formerly of Bargteheide, Germany, is no longer in business.


ServiceFirst Connections (formerly UniQue) from MicroLog
Product discontinued



Callview/Call Center Suite from Mitel
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional routing of e-mails to agents and historical and real time reporting


VESP from Nabnasset
Nabnasset was acquired by Quintus in 1997 and Quintus was subsequently acquired by Avaya in 2001. The VESP product was absorbed into the Quintus product which is now Avaya's Avaya Interaction Center.



NetRelations suite from Network Programs
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, basic routing of e-mails to agents, collaborative browsing using callbacks, text chat and off-switch ACD



CTMP Suite from Nexus
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and predictive dialling, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD


Liberation from Noble Systems (formerly from TeleDirect International)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional auto attendant and predictive dialling



NovaMax Call Center Suite from Nova CTI
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR and off-switch ACD


Smart Call Centre from Novavox
Novavox, formerly of Zürich, Switzerland, is no longer in business.


Etrog from N-Soft
Product discontinued


Oaisys from Oaisys
Product discontinued


Officia from Officia
Officia, formerly of Rotterdam, Netherlands, is no longer in business.



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



Ositron Complete from Ositron
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


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 in 1999, the product was discontinued.



Proactive Holdings Call Centre Suite (formerly PowerCTI) from Proactive Holdings
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 and routing of e-mails to agents


Pronet from Programatica Sistemi
Programatica Sistemi, formerly of Rome, Italy, is no longer in business.


Prospect CTI from Prospect
Prospect was acquired by Aspect Telecommunications in 1996 which was, itself, acquired by Concerto Software in 2005 which subsequently renamed itself Aspect Software, and the product was renamed Aspect Enterprise Contact Server and subsequently discontinued.


QCall from QCS
QCS, formerly of Santa Clara, Calif USA, is no longer in business.



intelli-Cti from QGate
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing


Phone:Ware from Q.Sys
Q.Sys, formerly of Cincinnati, Ohio, USA, is no longer in business.



The Rostrvm Suite from Rostrvm
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional predictive dialling, collaborative browsing via callbacks, routing of emails to agents and off-switch ACD, which can also be deployed as a LAN-based telephone system with integral ACD, IVR, enterprise CTI facilities and routing of e-mails to agents


rostrvm suite from Royalblue
the rostrvm suite was spun off into what is now Rostrvm.


VistaPoint from Ryan Technologies
Ryan Technologies was renamed iQ NetSolutions and VistaPoint was discontinued.


SAEacd from Selta
Product discontinued



RAP from Servion Global Solutions
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional IVR, power dialling, collaborative browsing via callbacks and routing of e-mails to agents (by incorporating the Talisma eCRM Suite from Talisma), based on Syntellect's CT Connect


AlarmPoint from Singlepoint Systems
Singlepoint Systems was renamed Invoq, and AlarmPoint no longer supports CTI.


CIMphony from Softgen International
Softgen International, formerly of Dallas, Tex, USA, is no longer in business.


FastCall from Spanlink
Product discontinued



CD60 (formerly UltraVox ST6000) from Storacall
Call centre CTI software that performs screen pop, screen transfer with call transfer, call routing, and optional IVR and audio call recording


Callview from Swan Solutions
Swan Solutions was acquired by Inter-Tel in 2003 and Inter-Tel was acquired by Mitel in 2007.


CTGate Server from Synergy Informatic
product discontinued



Customer Interaction Management (CIM), formerly named Apropos Interaction Management Suite (IMS), version 5 and before that Apropos 5, from Syntellect
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional collaborative browsing using callbacks, routing of e-mails to agents and text chat

CT Connect from Syntellect
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing

Vista from Syntellect
Product discontinued



Softdial Telephony Gateway from Sytel
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 and off-switch ACD capability designed to work with the Softdial Contact Center



Composit from Tadiran
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents, text chat and off-switch ACD



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 Portfolio from TD Services
Product discontinued


Teamphone from Teamphone
Teamphone, the product, no longer supports CTI.


Liberation from TeleDirect International
TeleDirect International was acquired by Noble Systems



CTI Hub 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


Snapware from Telesnap
Product discontinued


J-Flo from Telogy
Telogy, formerly of Glen Iris, Victoria, Australia, is no longer in business.



OMNIWorks from Teltronics
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, collaborative browsing, routing of e-mails to agents and off-switch ACD, designed to work with the 20-20 PABX


TotalNet from Tekelec
TotalNet no longer supports CTI.


CTI Server from TIME Communications
Product discontinued


InterLynx from TSB International
TSB International, formerly of Etobicoke, Ont, Canada, was purchased by Peregrine Systems (unconnected with the former developer of help desk software) which is no longer in business. (TSB is cited in the article
IT in Canada: Hiding the Light Under the Bushell). TSB Solutions, developer of TIMS Software, resulted from a management buyout of what had been Peregrine's Spectif Network Management Division.



eMedia CT from Upstream Works
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional auto attendant, progressive dialling, collaborative browsing using callbacks and routing of e-mails to agents


iQueue from Vocom
Vocom, formerly of Chatswood, NSW, Australia, is no longer in business.


Q-Master from Voice Technology Limited
Voice Technology was renamed Zeacom and Q-Master subsequently renamed ContactCenter, then UCB Qmaster.



agenTel from Voxtron
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional predictive dialling, collaborative browsing using both voice through the Internet and callbacks, limited routing of e-mails to agents and off-switch ACD



Callflow-Management System CCS from Walder Bachmann Engineering
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, audio call recording, power dialling, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD


Whitecap from Whitecap Development Corp
Whitecap, formerly of Wakefield, Mass USA, is no longer in business.



UCB Qmaster (formerly named ContactCenter and before that 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


CTI Product Feature Summary

ProductSPSTSKDCRCNRIVRPDACRCBEMTCQC
Solidus e-CareYYYY_M__OOOO
InfoCCYYYY_OOOOOOO
Altitude uCIYYYY_OOOOOOO
Sibilo Contact CenterYYYY_OOOOO_O
Call ConnectYYYY_O__O_OO
Application Enablement ServicesYYYY__O_OOO_
Avaya Interaction CenterYYYY_O__OOOO
Avhan Call Centre SuiteYYYY_OOOO__O
CallmediaYYYY_OO__O_O
Unified Contact CenterYYYYO___OOO_
CTISYYYY_OOO____
CreaLinkYYYY_OOOO___
CallChangeYYYY_OOO____
DAMYYYY_OO__O__
EPICCenterYYYY_OYOOOOO
EPICAcceYYYY_OYOOOOO
FlintecAgentYYYY_OOOOO_O
CCSYYYY__O_____
Customer Interaction ManagementYYYYOOO_OOOO
AG-VIP SQLY_Y_________
Livecare PhoneCentreYYYY_O__OO_O
EvolutionYYYY__O_O___
@PhonesYYYY_MOOOO_O
TeamCallYYYY_______O
Enterprise Contact CentreYYYY_YY_YY__
Centriphone MillenniumYYYY_OO_OO__
NextSysYYYY________
IPFXYYYY_OOO_OOO
iBridgeYYYY___O_O__
MediaCallCenterYYYY_O_O_O_O
Callview/Call Center SuiteYYYY_____O__
NetRelations suiteYYYY_OOOOLOO
CTMP SuiteYYYY__O_OO_O
LiberationYYYY_AAO_____
NovaMaxYYYY_O_____O
Netspire CTI SystemYYYY_O______
Ositron CompleteYYYY_OOOOO_O
Proactive Holdings Call Centre SuiteYYYY_OO_OO__
intelli-CtiYYYY________
Rostrvm suiteYYYY__O_OO_O
RAPYYYY_O__OO__
CD60YYYY_OO_____
CIMYYYY_M__OOOM
CT ConnectYYYY________
Softdial Telephony GatewayYYYY_OOO___O
CompositYYYY_O__OOOO
SuperQYYYY_O___O_O
CTI HubYYYY_O_OOOOO
OMNIWorksYYYY_O__OOOO
eMedia CTYYYY____OO__
agenTelYYYY_MO_OO_O
Callflow-Management System CCSYYYY_OOOOO_O
UCB QmasterYYYY_O__OOOO
SP = screen pop
ST = screen transfer with call transfer
SKD = screen/keyboard dialling
CR = call routing
CNR = carrier network routing
IVR = interactive voice response
AA = auto attendant
PD = predictive dialling
ACR = audio call recording
CB = collaborative browsing
EM = E-mail processing
TC = text chat
QC = off-switch queue control

Y = yes (feature supported)
O = optional feature
M = mandatory capability



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


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