CTI

 CTI and multichannel communications technologies allow contact centres to easily bring telephony, chat and e-mail to the user desktop. However this approach can leave the agent juggling applications as he deals with one or more customers. The challenge is therefore how to blend the communications functionality with the other applications on the desktop to make the agent as effective as possible but without embarking on unaffordable development projects.

Corizon allows organisations who have invested in CTI and multi-channel contact centre technology to address the problem of how to effectively use their investment at the desktop.

Corizon Enterprise Mashups provide the framework that organisations need  to rapidly and economically build rich agent desktops around CTI and multi-channel communications solutions by:-

• combining existing applications into a seamless solution that integrates with and extends softphone, e-mail and chat clients
• allowing call centre process owners to build and manage desktops independent of long application release cycles
• making it easy to reuse functionality in different combinations to cost effectively support each agent type (service, sales etc)

To find out more about the unified desktop please read the Datamonitor Research Report - CRM in the Contact Center