Computer Telephony Integration (CTI)

With the open system architecture of the Ascotel IntelliGate it is rally just a logical consequence: Computer Telephony Integration (CTI). Based on the standardised TAPI-2.1 protocol from Microsoft, the CTI interfaces of the Ascotel IntelliGate support the commercially available TAPI-2.1 CTI applications. Since the voice and data worlds of the company are integrated, access to information is improved during direct customer contacts, and particulary in communication-intensive business sectors, orders can be processed more efficiently.

PC-based telephony
The CTI from Ascotel IntelliGate is based on three fundamental components: The third-party CTI interface of the Ascotel Intelligate, the telephony server from Microsoft (an integral part of Microsoft Windows) and task-oriented CTI applications.

While with the stand-alone terminal solution (first-party) every PC is coupled directly to a telephone, the multiple terminal solution (third-party) only requires a single link between the Ascotel IntelliGate and the telephony server. The CTI interfaces of the ascotel IntelliGate create the necessary prerequisites to permit the computer and the telephone to work closely together. For example, through automatic dialling from a database or a customer contact program, the number of outgoing calls can be increased and hence productivity improved.

Fit for the future
Ascotel IntelliGate provides intelligent support for external Call Centre solutions. Typical functions such as answering a call or subsequent processing are integrated into the system and are convenient for the agent to use.