CTI - Screen Pops

[bravosfreak]

We are currently looking at screen pop solutions for our call center. We already have a web interface application that our agents use. They pull data from the phone display (VDN) to use in the application to identify the call type. We have a CTI server we use for our NICE Call recording application.

Can anyone recommend a third-party application that will help us tie these two together and provide screen pops.

Thanks,
Joe

 

[RTMCKEE]

We "tried" to use an application by a company called "interactive northwest". We used it on a very low call volume vdn and it worked pretty well for screen pops. To be fair I was not here for the initial install, I came on board and the boss said "see if you can get it to work", so I dont know all the particulars on the original deal.

However, we put it on our main production VDN (7000 calls a day) and it crapped out. The worst part was not that it crapped out a volume, but the companies COMPLETE LACK of support. I'd email to ask general questions, and they'd always email back a non-answer and say "you need to buy our support".

So short story long, I can tell you who not to use.

RTMCKEE

CM 2.1.1
Prologix R9.05
Modular Messaging 1.1

 

[bravosfreak]

I'll put Interactive Northwest on my "NO" list.
Thanks RTMCKEE
Joe

 

[nohuhu]

bravosfreak,

why considering third-party application if there's very fine solution from avaya itself? take a look at contact center express package,

http://www.avayacontactcenterexpress.com.

it's very robust, very simple and has a lot of space for customization and improvements for your unique situation. you can download it right there on the web site, get a trial 10 user license for a month and try it out. it's a cti-based application for avaya ct (using tsapi) so if you have a working call center and a cti server i think you don't need anything else to get it running.

 

[AvayaHelp]

I agree with dwalin - go Avaya, we have a MAPD interfacing with the ACTT Server running the CTI App and it is easy to learn and maintain. Actually it never breaks unless it is a LAN issue and usually restarting the services on the ACTT Server fixes it.

S8700 & S8710 v2.2/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VoIP/Programming
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Does anyone have a quarter, I need to make a phone call?