CTI Solutions

CTI can improve your customer experience and increase the efficiency of your contact centre 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 of the platforms and solutions we sell are backed by our legendary 24x7x365 support to keep your systems operating smoothly.

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 initially deployed your system.  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 centre or enable you to transition 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 centres 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, CT Connect 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