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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.
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 a report on CTI in Australia and New Zealand covering all aspects of the use of this technology, market shares of key vendors, CTI protocols, case studies etc. For more details, see the CTI Report page.
Datamonitor has published Computer Telephony Integration: from the Internet to the Desktop, in Asia. The report features the market shares of the specific market-leading CTI vendors in Hong Kong, Korea, Japan, Malaysia plus Singapore and Taiwan, CTI licence pricing and analyses the future of CTI software as a product category. The vendor directory includes local contact details, languages in which documentation is provided, CTI protocols each product supports and lists switches in the Asian market with which the various products have been interfaced.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in Europe. The report features the market shares of the specific market-leading CTI vendors in Benelux, France, Germany, Iberia, Italy and the UK, CTI licence pricing and analyses the future of CTI software as a product category. The vendor directory includes local contact details, languages in which documentation is provided, CTI protocols each product supports and lists switches in the European market with which the various products have been interfaced.
OXYGON Verlag GmbH has published Computer Telephony Integration Marktübersicht (Computer Telephony Integration: in the German-speaking market), in German in February 2004. The report features the market shares of the specific market-leading CTI vendors in Austria, Germany and Switzerland, CTI licence pricing and analyses the future of CTI software as a product category. The vendor directory includes local contact details, languages in which documentation is provided, CTI protocols each product supports and lists switches in the German-speaking European market with which the various products have been interfaced.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in North America. The report features the market shares of the specific market-leading CTI vendors in Canada and the USA, CTI licence pricing and analyses the future of CTI software as a product category. The vendor directory includes local contact details, CTI protocols each product supports and lists switches in the North American market with which the various products have been interfaced.
ANZ Vendor Directory
Australia and New Zealand Directory - CTI Software including local contact details and local distributors.
International Directory - CTI Software
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
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, audio call recording and routing of e-mails to agents.
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
Apropos 5 from Apropos
Apropos was acquired by Syntellect.
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 has been renamed Line 4.
Aspect Enterprise Contact Server from Aspect Software, formerly named Aspect Telecommunications
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, formerly named Aspect Uniphi Suite, from Aspect Software, formerly named Aspect Telecommunications
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.
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
Passageways from Avaya
Product 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.
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
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.
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
Product integrated into Coheris's CRM software product
Realise from Collaboration Technologies
Call centre CTI software that performs screen pop, screen transfer with call transfer, call routing, and optional IVR, predictive dialler, collaborative browsing using callbacks and off-switch ACD based on Envox's Envox CT Connect.
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 and CIMphone was renamed Composit.
CTI Server from Computer Telephone Integration
Product 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
Concerto Software acquired Aspect Telecommunications then renamed itself Aspect Software and the product was discontinued.
Callmedia from ConvergentLabs
The applicable ConvergentLabs division acquired by the azzurri group, 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 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 and Concerto 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. The CT-Connect product was subsequently sold to Envox.
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 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.
AVIDCTI from Emerging Technology Solutions International (ETSI)
ETSI, formerly of Redmond, Wash, USA, is no longer in business.
Envox CT Connect from Envox
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.
FCS Call Centre from FCS Computer Systems
Product discontinued
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR.
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
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.
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 from Hewlett Packard
Product discontinued
Corepoint Telephony from IBM
IBM's Corepoint Technologies division was sold to Genesys 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 Envox's Envox 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 (Intel still manufactures microprocessors, circuit cards and other products).
Call Center Suite from Inter-Tel
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.
Edify Voice Interaction Platform (formerly Electronic Workforce) from InterVoice
Product transformed into an IVR
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 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.
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
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.
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
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, progressive dialling, audio call recording, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD.
VESP from Nabnasset
Nabnasset was acquired by Quintus which was subsequently acquired by Avaya. The VESP product was absorbed into the Quintus product which is now Avaya's Avaya Interaction Center CRM software.
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.
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
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, the product was discontinued.
PAPLUS Predictive Dialer from Predict Ability Plus
Call centre CTI software that performs screen pop, screen/keyboard dialling, call routing, predictive dialling, and optional screen transfer with call transfer, IVR, audio call recording, collaborative browsing, routing of e-mails to agents and off-switch ACD, and 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.
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.
QCall from QCS
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing etc. using an IBM CallPath/6000 platform.
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 Envox's Envox 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
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.
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.
Vista from Syntellect
Product discontinued
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
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.
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.
agenTel from Voxtron
Call centre CTI software that performs screen pop, screen transfer with call transfer, call routing, and optional IVR, 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.
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.
CTI Product Feature Summary
| Product | SP | ST | SKD | CR | CNR | IVR | PD | ACR | CB | EM | TC | QC |
| InfoCC | Y | Y | Y | Y | _ | O | O | O | O | O | O | O |
| Alsa_Call | Y | Y | Y | Y | _ | O | _ | O | _ | O | _ | _ |
| Altitude uCI | Y | Y | Y | Y | _ | O | O | O | O | O | O | O |
| Call Connect | Y | Y | Y | Y | _ | O | _ | _ | O | _ | O | O |
| 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 |
| Avhan Call Centre Suite | Y | Y | Y | Y | _ | O | O | O | O | _ | _ | O |
| Callmedia | Y | Y | Y | Y | _ | O | O | _ | _ | O | _ | O |
| ICM | Y | Y | Y | Y | O | _ | _ | _ | O | O | O | _ |
| Realise | Y | Y | _ | Y | _ | O | O | _ | O | _ | _ | O |
| CTIS | Y | Y | Y | Y | _ | O | O | O | _ | _ | _ | _ |
| CreaLink | Y | Y | Y | Y | _ | O | O | O | O | _ | _ | _ |
| CallChange | Y | Y | Y | Y | _ | O | O | O | _ | _ | _ | _ |
| DAM | Y | Y | Y | Y | _ | O | O | _ | _ | O | _ | _ |
| EPICCenter | Y | Y | Y | Y | _ | O | Y | O | O | O | O | O |
| Envox CT Connect | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ |
| Solidus e-Care | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
| FlintecAgent | Y | Y | Y | Y | _ | O | O | O | O | O | _ | O |
| Customer Interaction Management | Y | Y | Y | Y | O | O | O | _ | O | O | O | O |
| AG-VIP SQL | Y | _ | Y | _ | _ | _ | _ | _ | _ | _ | _ | _ |
| Livecare PhoneCentre | Y | Y | Y | Y | _ | O | _ | _ | O | O | _ | O |
| Evolution | Y | Y | Y | Y | _ | _ | O | _ | O | _ | _ | _ |
| @Phones | Y | Y | Y | Y | _ | M | O | O | O | O | _ | O |
| TeamCall | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | O |
| Enterprise Contact Centre | Y | Y | Y | Y | _ | Y | Y | _ | Y | Y | _ | _ |
| Centriphone Millennium | Y | Y | Y | Y | _ | O | O | _ | O | O | _ | _ |
| Call Center Suite | Y | Y | Y | Y | _ | _ | _ | _ | _ | O | _ | _ |
| NextSys | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ |
| IPFX for NEC, IPFX for Call Manager | Y | Y | Y | Y | _ | O | O | O | _ | O | O | O |
| iBridge | Y | Y | Y | Y | _ | _ | _ | O | _ | O | _ | _ |
| ActionSuite | Y | Y | Y | Y | _ | _ | _ | _ | O | _ | O | _ |
| MediaCallCenter | Y | Y | Y | Y | _ | O | _ | O | _ | O | _ | O |
| ServiceFirst Connections | Y | Y | Y | Y | _ | O | _ | O | O | O | _ | O |
| NetRelations suite | Y | Y | Y | Y | _ | O | O | O | O | L | O | O |
| CTMP Suite | Y | Y | Y | Y | _ | _ | O | _ | O | O | _ | O |
| NovaMax | Y | Y | Y | Y | _ | O | _ | _ | _ | _ | _ | O |
| Netspire CTI System | Y | Y | Y | Y | _ | O | _ | _ | _ | _ | _ | _ |
| Ositron Complete | Y | Y | Y | Y | _ | O | O | O | O | O | _ | O |
| PAPLUS Predictive Dialer | Y | O | Y | Y | Y | O | Y | O | O | O | O | O |
| Proactive Holdings Call Centre Suite | Y | Y | Y | Y | _ | O | O | _ | O | O | _ | _ |
| QCall | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ |
| intelli-Cti | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ |
| Rostrvm suite | Y | Y | Y | Y | _ | _ | O | _ | O | O | _ | O |
| RAP | Y | Y | Y | Y | _ | O | _ | _ | O | O | _ | _ |
| CD60 | Y | Y | Y | Y | _ | O | O | _ | _ | _ | _ | _ |
| Callview | Y | Y | Y | Y | _ | _ | _ | _ | _ | O | _ | _ |
| CIM | Y | Y | Y | Y | _ | M | _ | _ | O | O | O | M |
| Composit | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
| SuperQ | Y | Y | Y | Y | _ | O | _ | _ | _ | O | _ | O |
| Liberation | Y | Y | Y | Y | _ | AA | O | _ | _ | _ | _ | _ |
| CTI Hub | Y | Y | Y | Y | _ | O | _ | O | O | O | O | O |
| OMNIWorks | Y | Y | Y | Y | _ | O | _ | _ | O | O | O | O |
| eMedia CT | Y | Y | Y | Y | _ | _ | _ | _ | O | O | _ | _ |
| agenTel | Y | Y | _ | Y | _ | O | O | _ | O | O | _ | O |
| Callflow-Management System CCS | 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
AA = auto attendant
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 products which fall within the specified categories. Most vendors also have additional products beyond those listed. Vendors seeking inclusion click here.
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