Whitefeld announces XTAPI software v5.0 for contact centers.Whitefeld, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control ., a provider of CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. products and services, has announced version 5.0 of its flagship XTAPI Server software. This latest XTAPI Server features enhancements that include an integrated, thin-client management tool, improvements in screen-pop and call routing, and the addition of an IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. module. It is available in three editions: IVR, Standard and Enterprise. The new version is aimed at improving customer service and reducing costs throughout the call center. Desktop automation in the form of XTAPI screen-pops and soft phones makes the caller data available immediately upon receiving a call. The XTAPI Server's advanced client-/server-cooperative screen-pops can be created to perform server-side processing, then seamlessly pass control to the desktop, at which point the desktop can perform middleware functions to screen-pop CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. applications and Web browsers The following is a list of web browsers. Historical Historically important browsers In order of release:
The XTAPI Server's call-routing engine can significantly improve call-handling time and customer satisfaction by routing calls to the correct person the first time. Call routing can incorporate data from IVRs, the PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). and other customer data sources. [ILLUSTRATION OMITTED] The XTAPI Server's IVR module can be used for on-demand call recording or for providing IVR self-service functionality. The integrated Web Services can also be utilized for integrating screen-pops and routing with an existing IVR. The IVR feature is designed to improve the efficiency of the call center by automating as much as possible while improving customer service. The XTAPI Server's graphical, thin-client, browser-based administration tool and its fully integrated architecture reduce training and IT needs. No administration is required at the agent desktops and, in some cases, no software is required on the desktop. www.whitefeld.com |
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