> Computer Telephony Integration (CTI)
Nortel offers CTI solutions that can enable a business to improve customer service, employee effectiveness, and generally reduce expenses. CTI enables a number of efficient functions in a business: intelligent call routing, screen-based telephony, intelligent dialing, automated display of information - based on caller-provided information from an IVR or other interface and the coordinated transfer of data information along with a telephone transfer.
Nortel offers a number of CTI enables and solutions. Meridian LINK Services and TAPI Service Provider are among the more popular computer-to-telephony interfaces, while Symposium Agent is a fully integrated agent productivity tool.
Featured Products & Solutions:
Interactive Voice Response Computer Telephony Integration (IVR-CTI) Portfolio
The Nortel IVR-CTI Portfolio is a customer self-service solution that provides touch-tone, speech, and web-enabled applications.
LinkPlexer
LinkPlexer is a Windows 2000 Server application that enables multiple ICM clients to share the same session and DMS/SL-100 resources, by acting as a proxy server between the ICM client application and the DMS/SL-100 switch.
Meridian Link Services
Meridian Link Services provides open Computer Telephony Integration (CTI) interfaces which enable the Meridian 1 telecommunications system to make and receive call information to and from computer systems. It enables businesses and third-party software providers to create service-enhancing applications by making Meridian 1 call control, call events and call center agent information available to external computer applications.
Symposium Agent
Symposium Agent is a web technology based software framework that enables call center agents to provide even more intelligent and personalized customer care.
Symposium TAPI Service Provider
Symposium TAPI Service Provider is the foundation for Nortel Computer Telephony Integration (CTI) solutions for the Succession 1000 and Succession 1000M switches. It merges these telephony systems with applications to unify the business and enhance customer interactions.
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