Successfully integrating your office applications such as accounting, customer management and sales with the IPECS Platform allows you to significantly improve customer service and the effectiveness and efficiency of your customer-facing teams. 

With internationally recognised protocols such as TAPI 3.1 and IPECS’ own Application Interface Messaging (AIM) the IPECS is capable of powerful integration with your computer systems and databases.

The 8000 Series IP Phones leverage this connectivity and allow two way communications between your telephone and computer, this allows features such as caller detail screen-pops and on-screen call control.

WHAT IS COMPUTER-TELEPHONY INTEGRATION

Computer Telephony Integration is a set of technologies for integrating computers and telephone systems.

CTI functionality falls into two general categories:

• CTI enables the computer user to control their telephone system
• CTI enables the telephone system to display information via the computer

A user with a CTI-enabled computer will be able to dial the telephone, answer the telephone, and hang-up the telephone, all from their PC. Call Telephony Integration enables users to dial the phone from address books stored on their computer. Most CTI systems also enable the users to interact with teleconferencing systems.

A CTI-enabled computer may also display information from the telephone system, such as Caller-ID. This can then be used by software installed on the computer to automatically show caller information that you may have stored in a company Database. This technology can improve the way your organisation interacts with customers in a number of ways:

REDUCE COSTS

• Calling more customers and sell more items in a given time period
• Capturing the telephone number of the incoming call you can easily callback any abandoned calls
• Redialling outbound calls that were unanswered or received a busy signal
• You can minimise the time spent gathering information and therefore shorten the length of the call, saving costs and increasing employee productivity.

INCREASE REVENUES

• Shortening the average length and duration of calls
• Maximising the number of talk minutes per hour, thereby reducing the required number of staff
• Reducing telephone line requirements as talk time is reduced