You don't always have to start from scratch to deploy a CTI solution that meets your needs.  A utility in the southeast had two call center sites, each with two Nortel IVR systems and two Avaya PBX systems.  They used their Avaya Definity PBX systems for all of their call routing, but any time a call was transferred between sites the data associated with the call could not follow it.

PSS was able to provide a CTI overlay solution that leveraged the customer's existing IVR infrastructure and PBX routing strategies.  We added Genesys I-Servers that integrated to their Nortel IVR systems and Genesys T-Servers that integrated to their Avaya PBX systems.  PSS built a custom .NET desktop for their agents that tied into the Genesys framework and integrated to their back office application.  Now, when their Avaya PBX routes a call to an agent, we deliver the associated data directly to the CTI desktop regardless of location and pop a screen to their back office application.