Aspect Related ServicesDevelopment



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 cover

  • 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
During 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
  • 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.
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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