CTI solutions

1
CTI solutions

• System SI2000

2
Dedicated CTI solutions

• Attendant Dispatcher Terminals
• Contact Center Server Clients
• Voice Services Server
• Fax Server
• Conference Server
• Notification Server
• ServiceNode

• ServerClient applications are multilingual/multiw
  riting supported
• All solutions are compatible to be integrated in
  a complex solution such as Contact Center
• All solutions except Attendant Dispatcher
  Terminals use the same HW and can share it

3
Attendant - Dispatcher Terminal

• OS Windows 98/NT/2000 environment
• Simple attendant procedures
• Understandable call state indications
• Different ways of dialing
• Integrated dispatcher functionality
• Call data recording
• Hold and Retreive of Calls
• Controlled Call Transfere
• Chain Call Transfere
• Splitting of Transfered Calls
• Call Intrusion
• Call Rewiev (unanswered, called, received)
• Multilingual support
• PBX, Corporate Network and Centrex environment
  support

• Standalone application
• Attendant Groups
• LH or ACD distribution
• LSD by SI2000 or DSD Server

4
Contact Center

• IP and ISDN Contact Center
• Multilingual Support
• Addaptable to user Contact Center Actions
• Voice, Fax and e-Mail Actions Support
• Work Flow Support
• Remote Agent and Outsourced Contact Center
  Support

5
Fax Server

• Receiving Transmiting of Fax messages
• Arhiving and documentation of Fax Messages
• Merging of Fax Messages
• Standard Fax support
• Support of
• Standard F3 Fax format
• Fax from computer applications (e.g. MS Office)
• Standard PC I/O devices (printer, scanner)

6
Conference Server

• 2 simultaneous 30 user conferences.
• Organization and manipulation of add-on
  conference
• Autonomous joining to the conference
• Chat conferences

• Conference status raporting
• On-line
• To raport files
• To e-mail address

• Different voice modes
• Simplex
• Duplex
• dynamicaly changed on moderator command after the
  users DTMF request

7
Notification Services Server

• Simple managing of notification sessions
• Different simoultaneous notification sessions
• Different way of notification status registration
• Simple notification sessions editing
• Integration of IVR, DTMF PIN code
• Different priorities (session, user, ...)
• Different possible notifications
• Bussines conference convocation
• Announcement to the Manager at a certain time
• Hotel Wake Up service
• Alarm Call
• Alarm Call with confirmation

8
Service Node SI2000 (1)

• Integrated Announcement System
• Replacing the System Tones
• Announcements, Greetings Informations
• Simple IVR scenario definition
• Usage in Prepaid Server user dialogs

• Prepaid Server
• Replacing Payphone in public and dedicated
  networks
• Call Cost Control in PBX
• Unshure Payer control
• Hotel applications
• Mobile application

Premium Rate FreePhone
9
Service Node SI2000 (2)

• Calidia
• Integration of External CTI Services into the
  SI2000 switch
• CompactPCI architecture
• Internet access (easy, well proven, existing,
  not-expensive)
• Multi-Media Interface (different services
  contents, e.g. Voice, Data, Video, ...)
• Availability (any time, convinient for customer,
  speed, ...)
• Open Architecture (many standard building blocks)
• Any number of 3rd party suppliers
• Easy to adapt and upgrade the needs as customers
  demands evolve
• Fast time-to-market
• Lower prices
• Saves the investment