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WirelessDevNet.com Press Release
Envox CT Connect Integration Provides CTI Capabilities For Microsoft Speech Server 2004 R2
WESTBOROUGH, MA – Envox Worldwide, a leading global provider of voice solutions, today announced that Envox CT Connect™, its standards-based computer telephony integration (CTI) software that enables application developers and systems integrators to create voice self-service, contact center and unified communications solutions for IP and TDM networks, now provides CTI call control capabilities for Microsoft Speech Server 2004 R2. With native support for over 30 PBXs/ACDs from leading vendors such as Avaya, Nortel, Cisco and Siemens, Envox CT Connect ensures that Microsoft Speech Server-based 2004 R2 solutions are affordable to the smallest contact centers, but also have the ability to scale to the largest.
“We’re pleased to be working with Microsoft to offer outstanding contact center solutions that are not only affordable for the smallest contact centers, but are also vital to the largest,” said Mark D. Flanagan, president and CEO of Envox Worldwide. “With Envox CT Connect we’re able to provide a smooth migration path to the open, standards-based voice solutions that organizations want today, while enabling them to leverage the investments that they’ve made in their existing contact center infrastructures.”
The world’s largest organizations use Envox CT Connect to add CTI capabilities, such as intelligent routing, screen pops, and monitoring functions, to their contact center solutions. In fact, Envox CT Connect has already “CTI-enabled” more than one million agent seats worldwide.
Customers choose Envox CT Connect as their CTI software because it reduces the development time, cost and complexity of creating CTI-enabled voice solutions. Envox CT Connect eliminates many of the costs associated with traditional, proprietary CTI products by leveraging industry standards, such as CSTA and SIP, to link corporate data networks with IP and TDM phone networks. In addition, organizations can leverage a single integration with Envox CT Connect to make their application compatible with all of the PBXs/ACDs that Envox CT Connect supports. Plus, the capabilities of Envox CT Connect can be accessed through multiple API’s, enabling organizations to choose the API that best matches the skills of their development team or their corporate IT architecture.
“Solutions like Envox CT Connect for Microsoft Speech Server 2004 R2 create more choice for customers looking for a computer telephony integrator that can scale to meet their needs today and in the future,” said Clint Patterson, director of AR/PR, Microsoft Unified Communications Group. “Envox CT Connect integrates with a wide range of call center environments, allowing more companies to benefit from the cost savings and efficiencies that Speech Server enables.”
Through Envox CT Connect, CTI capabilities are available for Microsoft Speech Server 2004 R2 including the Post Call Survey application developed by Primas Group, a consulting firm focused on designing optimal contact center systems and operating processes. Although post-call surveys have been used in the industry for some time, they have required some form of manual intervention to identify and set-up the customer survey which can be extremely expensive if performed by live agents. The Primas Post Call Survey application completely automates the process using an Envox-based CTI server. It allows contact center managers to measure both overall customer satisfaction as well as individual agent performance. The application was developed as a cost-effective, scalable solution for contact centers of all sizes, typically achieving ROI in less than six months.
The Primas Post Call Survey application works as follows:
1. Call arrives at contact center
2. Application algorithm randomly selects a percentage of calls
3. Selected calls are presented with an initial greeting informing the caller that they have been selected to participate in a customer satisfaction survey immediately following their call
4. Caller’s response is noted for later retrieval
5. Call is delivered to the agent and call progresses normally
6. Agent completes call and disconnects
7. Post Call Survey application retrieves the initial response and if a “yes” was noted, the call is presented back to the system for completion of the survey
8. Results are available immediately following the call
“Our customers are seeing tremendous ROI on their survey activities as a result of the combination of the Microsoft Speech Server, Envox CT Connect and our Primas Post Call Survey application,” said Mike Mastro, president of Primas. “The ability to conduct surveys with no manual intervention at the time of call enables organizations to gain direct feedback from their customers, without ongoing operational expenses.”
For more information about Envox Worldwide and our CTI solutions, please visit www.cti.envox.com. To obtain details on the Primas Post Call Survey application, please visit www.primas.net/primas_pcs.htm.
About Primas
Primas is a system integrator focused in the call center segment providing system integration and custom application development for enterprise organizations. Primas is a sixteen year old concern with leading call center vendor partner relationships. Primas has offices in California, Arizona, and Montréal, Canada, and developers dispersed across North America.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company’s software and related services dramatically reduce the time, cost, and complexity of creating voice solutions. These products and services, including Envox OnDemand, enable enterprise customers and service providers to significantly reduce operating costs, improve customer satisfaction and retention, and generate new revenue streams. Headquartered in Boston, Envox’s products and services are available through a network of global channel partners. For more information, please visit www.envox.com.
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