The PC as Professional Telephony Workstation

CTI in the Company

Working customer-oriented and efficient - these are demands of every business-oriented company. Telephony is an essential part of the daily working routine at the office. Employees in the areas sales, public relations, marketing, support are in contact with customers and business partners. In order to organize the daily work more efficient and customer-oriented, more and more companies apply CTI - Computer Telephony Integration - and make use of computer-aided call management therewith. There are two sorts of CTI-solutions: First party and third party. First party solutions are single-terminal solutions. Third party CTI, however, allows all the clients in the network to make use of CTI. The PC workstation in the network is connected with the PBX via a CTI Server. For a company with a network, e.g. LAN, the use of a third party solution is recommendable. First of all, the company does not have to purchase expensive feature added telephones: Features like alternation, conference and call forwarding can be controlled with the PC. According to the CTI-solution, further helpful features can be used. Some examples: In order to be able to organize calls more effectively, the user can schedule calls for resubmission. For outgoing calls, Least Cost Routing is supported. When the user receives a call, the respective contact window opens automatically. When the caller is already entered in the contacts, the called person can see who is calling and what has been discussed so far. All the calls - incoming, outgoing and missed ones - are registered in a personal telephone journal. The user can generate views of this journal, e.g. if he wants to see only the missed ones. He can call back directly out of this list. serVonic's IXI-Call solution offers another interesting feature with the status monitor: Here, the participants of a defined group, e.g. the sales department, can see, who is busy on the phone and whose phone is ringing. The user can pick up the call of a colleague by mouse-click. The users can make use of instant messaging and send short text messages to each other in real-time. With the out of the office indication, the user can inform his colleagues in the department that he is not at his workstation. By means of a symbol, the members of a group can see in the status monitor, who is absent. When touching the symbol with the mouse pointer, the reason and the duration are indicated, too.

When a company applies serVonic's CTI-solution IXI-Call, the respective contact opens automatically when a call comes in. The status monitor enables the users to see the call status of their in-house communication partners, leave an out of the office indication and send and receive short text messages in real-time

Concrete advantages by the operation of a CTI-solution like IXI-Call from serVonic:

Cost saving: No expensive feature added telephone is necessary, all the features are controlled via the PC
Economy of space: Any conventional telephone is sufficient
Economy of time/ increase in efficiency:
Calls can be started directly out of contacts, data bases and applications, by mouse-click or hotkey dialing
Misdialing is impossible
You can search for phone numbers, companies or contact persons easily, quickly and comfortably at the PC
Available addresses are also used for telephony. They do not have to be maintained in the memory of the telephone
You can call back directly out of the telephone journal
Caller identification: No searching for the caller, the respective contact pops up automatically
No call is missed: In the personal telephone journal, all the calls are logged
More comfortable in-house communication by means of the status monitor:
Call status of the in-house communication partners - idle, busy, incoming call - is indicated
Instant messaging provides the sending of short text messages in real-time
Out of the office indication informs the in-house communication partners
Pick-up, forwarding, alternation, conference can be used

Contact:

serVonic GmbH, Ilzweg 7, D - 82140 Olching, Germany
Phone: +49 8142 47990, Fax: +49 8142 479940

E-Mail: servonic@servonic.com

Web: www.servonic.com