Unless your customers enjoy repeating to a live agent the same information they've already given your IVR system, CTI can improve your customer experience and increase the efficiency of your call center agents. Our experienced professional services team members have designed, developed, and deployed hundreds of custom CTI applications for large and small customers across numerous industries.
Our professional services engagements range from adding simple screen pops or tuning call routing strategies to complete custom turnkey CTI solutions with full integration to IVR systems, agent desktop, and IT/Telephony infrastructure across multiple locations. We use a proven six-step engagement process to make sure we consistently deliver high quality work that meets your technical and business objectives.
All PSS work is backed by our 24x7x365 immediate support. While most of your investment comes in the first 10% of a solution's lifecycle, all of your returns come during the other 90% that occurs when the system goes into service and enters its support & maintenance stage. PSS support programs help ensure that your systems are humming at optimal performance and you're getting the returns you expected. We'll even support systems and applications that we did not deploy, so you can have a single point of resolution across a large part of your call center infrastructure and applications.
Existing CTI systems
PSS can review routing strategies and tune your existing CTI systems for optimal performance. Often some performance tuning can significantly improve the results you get from your existing CTI solution for a relatively modest investment in time and money. We can also modify or extend the functionality of existing systems to meet new requirements, no matter who deployed your system in the first place. PSS has especially deep experience with the Genesys product suite, including the Genesys CTI framework and Genesys Voice Portal.
New CTI systems
PSS help you deploy the first CTI system into your contact center or enable you to transition gracefully from an existing system to the latest generation CTI technology. CTI investments can start small- perhaps simply adding a screen pop capability to increase agent efficiency. For larger centers CTI solutions can be very complex, involving multi-site, multi-channel intelligent call routing that helps segment callers properly and ensure that agent capacity is managed efficiently across many locations. With our broad knowledge of the Genesys CTI framework as well as other products, PSS can help tailor a CTI solution that matches your specific requirements.
Complete Turnkey Solutions
Many customers prefer to have a single vendor take responsibility for a complete solution: applications, platform, and all integration to external systems. PSS provides turnkey CTI and IVR solutions led by professional project management with large project experience. Our solutions are tailored to your needs and incorporate leading premise or hosted platforms selected to meet your technical requirements and business objectives. We can also deliver turnkey solutions as a managed service so you won't need to dedicate internal resources to ongoing operations after the solution goes live.
CTI Applications
Call Routing
- Simple queue-based and agent group routing
- Advanced service level routing including skills-based routing, DNIS routing, percentage routing, and work force routing
- Multi-site routing including load distribution and follow-the-sun routing
Multichannel Routing & Open Media
- Routing solutions involving multiple media types (e.g. phone + chat + email)
- Custom media types (e.g. cases/tickets, web forms)
Agent Desktop & Screen Pop
- Integrate agent desktop software to CTI desktop application, including agent interaction, open media, statistics, configuration, and outbound contact
- Custom agent desktop/softphone development in Java and .NET
Reporting
- Real time and historical reporting
- Custom reporting solutions
Installation, Upgrade Services, and Training
- On-site installation and configuration services
- Upgrade planning, compatibility assessment, and implementation
