Telephony control via PC

Computer Telephony Integration offers the linking of telephone and computer applications on the PC, i.e. at the workplace. Call centre agents can thus dial directly from a Microsoft – or other – application from their PC, thereby providing fast and efficient customer service. Here ICP Business Communications offers reliable and open system CTI solutions: The Symposium Tapi and the Symposium Agent.

Symposium Tapi
With the Symposium TAPI (Telephony Applications Programming Interface) Service Provider from Nortel, ICP Business Communications offers a reliable and open solution, very simply and cost-effectively linking telephone and computer applications at the workplace. The Symposium TAPI Service Provider for Meridian 1 and CS 1000 is a multifunctional service based on Microsoft TAPI 3.1 (and earlier), combining the Microsoft TAPI Application Programming interfaces (APIs) with Meridian 1 and CS 1000. Microsoft TAPI is generally accepted as the standard interface for current and future applications, bringing together computer and telephone – signified by the term Computer Telephony Integration (CTI). Symposium TAPI Service Provider serves as a link, through which businesses may bring together their distributed systems and various user interfaces such as telephone, e-mail and Web.

Your benefits:

• Microsoft TAPI enables and enhances communication between the PC and the telephone -  previously only possible via proprietary APIs from different switch manufacturers
• Supports agent functions such as Login, Ready/Not Ready and Agent DN control
• Advanced integration into IVR systems
• Monitors and controls call centre features at the agent’s workplace
• Meridian 1 and CS 1000 integrated telephone service features, with Windows-based business applications TAPI Service Provider 3.0 - compatible with SAPphone R/3 from SAP
• Enables automation of business applications based on carrier call information and/or additional information provided by the caller via IVR

Symposium Agent
Symposium Agent is a software framework for integration of telephony performance features and Windows- or Web-based applications in a call centre. In a central management environment, the Call Center Manager – using Symposium Agent tools such as screen pops and PC-based dialling – is able to provide screen-based call guides and much more in the call centre. Symposium Agent is a key component assisting the user in transforming existing call centres into modern customer contact centres. The Windows-based software application enhances agent productivity, improves customer service and boosts sales.

Your benefits:

• Is able to automate up to 14 applications via browser-based windows
• All applications have access to the call data of each call
• Desktop Client based on Microsoft Internet Explorer 5.x and 6.0
• Uses the full range of Microsoft’s command set, based on the Telephony Applications Programming Interface (TAPI 3.1 and earlier), for call control