Computer Telephony Integration (CTI) Solutions

Computer Telephony Integration (CTI) is a technology that allows interactions between telephone users and a computer to be integrated. As contact center media has expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels with computer systems. Chrysalis Software's CTI products (Sonata CTI Server, Sonata HDX Server, and Sonata IVR Client), exploit skills-based routing to send the call and its attached data, such as an account number, to the agent best equipped to handle the call. When the call arrives at the agent’s phone, the agent’s desktop application can be screen-popped with caller-specific information. Throughout the call, the agent can update account information and, if necessary, transfer the caller and the screen to another agent or supervisor. Callers need not identify themselves to subsequent agents and agents are armed with all the information they need to serve the customer as quickly as possible. Sonata Agent and Minuet also provide agents with most of the features of their telephone on the desktop in the form of a softphone. Server-side screen-pops can be achieved with Sonata Bridge.