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| Development
Common uses for computer telephony integration (CTI) today include
third party call control and routing for CTI enabled customer relationship
management (CRM) systems, although current CTI interfaces allow
for a much wider range of applications. Based on these facts and
our experience we have extended our knowledge in development to
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- CTI based
call centre and CRM clients including thin-client technology
- Event
based message handlers for CTI
- Call routing
algorithms and enhanced call distribution
- Instructive
telephony control applications for training purposes
- Voice
over IP applications (although not provided using classic "CTI
interfaces", one of the purest forms of computer telephony
integration)
- Real time
and historical reporting packages utilizing latest technology
such as web based thin clients and multicast distribution to the
desktop
- Billing
and accounting applications (typically data are provided by internal
database, not a classic "CTI interface")
- Single
and multisite diagnostic packages either standalone or combined
with information from other interfaces (MIS and reporting data,
call detail records, administrative data) including proactive
CTI based system health measurement
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the last year general and proprietary application programming interfaces
(APIs) emerged in the market. Based on the fact, that most APIs are
tightly coupled to specific programming languages, we also provide
advice in the selection of the most appropriate development environment
for a given application. At this point it has to be noted, that such
a decision does not only rely on the relation between API and programming
language, as heterogeneous environments have proven successfully as
well. Examples of available APIs in relation to Aspect products include
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- The Aspect
Application Bridge (ABIG) provide vast libraries for C, Java and
Microsoft related programming languages. A similar functionality,
being more integrated is delivered for newer Aspect products by
the Contact Media Integration (CMI) link of the Aspect Contact
Server.
- Aspect
supports H.323 and SIP, for development purposes both open source
and Aspect related libraries may be utilized.
- Historical
reporting data are typically retrieved by native database or ODBC
links from the relevant systems (such as Aspect ACD or Aspect
Datamart).
- Capturing real time data streams is supported by the Aspect
Real Time Server or the Aspect Real Time Data Server allowing
for easy distribution of information among call centre components.
- By enhancing the Aspect Customer Self Service (CSS) interactive
voice response system, it may be turned in a full blown application
server. Modules are usually developed in C language for the
SCO Openserver operating
system.
- The Aspect eFlow system may be enhanced by standard Microsoft
dynamic link library (DLL) modules.
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Such
APIs used in combination with the appropriate programming languages
may lead to efficient and powerful implementations. As an option,
workshops and trainings may be provided during an ongoing project
or separately. Our aim is to share our expertise with our partners
and customers. We believe in teams, which combine knowledge and resources
to create the best solution.
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