Computer Telephony Services for Improving your Business Profits

The origin of computer telephony can be described in simple words as screen pop. This technique allows the data to be collected from the telephones system for inputting the data for query databases with client information and populating the data immediately in the screen of the service representative. The out effect is that the agent gets the required screen before speaking up with the client. This particular technique is getting a widespread importance in North America and European countries as it helps businesses to earn a greater amount of profits.

Some of the most Common desktop functionalities provided by Computer telephony services include:

Phone control – this particular category of telephony Includes controlling of calls (answering, hanging up, holding, conferencing, etc.) and feature control (call forwarding, DND, etc.).

Transfers – transfers tend to include Co-ordinate data and phone transfers in-between two or more parties (i.e., pass over the Screen pop along with the call.).

Call center – call centers Allow users to log in as the agents of call centres for regulating their agents (Break, Busy, Ready, Not ready, etc.).

Dialing - Automated dialing along with system-controlled dialing preview dial, predictive dial and power dial,). Screen popping – display of Call information display that includes caller's number, dialed numbers and Screen pop-outs on answering , calling line data. In General practice, this technique is used for searching caller details in different businesses.

Common server functionalities imparted by provided by applications of CTI includes:

Call routing - The automated call routing to an entirely new destination which is based upon the criteria that normally involves a database lookup of the number of the person calling up (DNIS)number dialed or (ANI)

Functions of advanced call reporting - Utilizing the exact data that one gets from CTI for providing better quality call reporting.

Voice recording integration - Utilizing data from communication telephony for enriching the information stored against the recorded calls.

According to the type of application type Computer telephony applications have been seen to run either on over the desktop of the user or an unattended server. Connections of Computer-telephony can be made to split into two categories.

These are First-party call control services which operates just as there is if exists a direct connection in-between the computer of the user and the phone. Examples include modem or any directly plugged into the computer system. And then there are third-party call controls where the interactions in-between telephones and arbitrary computer numbers of that are coordinated and made through by a dedicated telephony server. Resultantly, the server tends to govern the information and functions that are available to the user. The computers of the users generally get connected to the telephony server over the local networks.

For more vistis: http://www.voicelogic.com/


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Keywords: Voice Logice helps increase sales

By: Alex Martin

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