Envox Call Information Manager

Are you a developer looking for a way to integrate telephone call management and associated customer information into your existing applications? Have your customers expressed interest in collecting and tracking caller information such as Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), or account numbers, and accessing this information from an application as the call arrives? If so, you'll be interested in the Envox Call Information Manager.

The Envox Call Information Manager is a software module that synchronizes voice and data information for your business applications. It monitors interactive voice response (IVR) ports, agent extensions, automatic call distribution (ACD) queues, and route points, generating a unique call identifier that is valid for as long as the call is active in the system.

One of the benefits of computer-telephone integration (CTI) and Internet telephony is that caller data can be associated with a call and made available to each application that handles that call. For example, initial caller information might be collected by an IVR or automatic speech recognition (ASR) system, deposited into the call information manager database, and later used to trigger database displays ("screen pops") for customer service representatives (CSRs) that handle the call.

Some telephone systems are capable of directly associating a small amount of caller data with a call, and Envox CT Connect supports this mode of operation. But with most telephone systems, the CTI application must use indirect methods to achieve this association. This method involves the creation of a call-data table within the application and the ongoing management of this table by monitoring the call reference identifiers generated by the telephone system as calls are established, transferred, and disconnected. The biggest obstacle to your success using this method is that call reference numbers are not consistent among vendors and the programming logic to manage caller data varies from one telephone system to another.

Key Features

• Manages all complex switch-dependent call tracking for your business applications
• Provides a common interface across single and multiple site configurations
• Call Information Manager "data store" supported via multiple methods
  • SQL-compliant databases
  • Native Call Information Manager APIs
• Automated synchronization and maintenance of call data between host memory and database(s)
• Call data keyed by telephone extension
• Provides access to call data without having to CTI-enable your application
• Flexible licensing options
  • Single or multi-site licensing
  • Entry-level or unlimited device licenses

Applications

• Customer Reletionship management (CRM)
• eCRM
• Workforce Management
• Desktop applications
• Interactive Voice Response (IVR)
• Help Desks