l product directory


Computer Telephony Integration (CTI) Software
Computer telephony integration is one of those terms which is used by different persons to mean different things. From a call centre perspective, CTI is a capability to perform such functions as screen pop with screen fill, screen transfer with call transfer and screen/keyboard dialling. Although a few of them can perform screen pop for calls that are transferred but not queued, IVR systems are not included in this category. Similarly, although some PABXs and ACDs that can pop a screen specific to the DNIS called, such systems are not included here either.

This page is concerned with more serious CTI products, those that pop screen specific to the matter about which the caller is enquiring and fill it with data specific to the caller to begin with, although this is not to say that all listed do so with equal capability. As this page illustrates, there is a range of products available in New Zealand and especially Australia. These products offer a range of optional modules, the features of which vary widely and, of course, and pricing. A significant differentiating factor, although a much a function of implementation as intrinsic to the product itself, is whether the screen pop function is real screen pop, popping a screen relevant to the subject of the call and filling it with data specific to the caller, or ersatz screen pop, the popping of a little window with the CLI of the call. Buyer beware.

But selecting and acquiring a CTI software application is only half of the task, and not necessarily the first half. The application must be designed, specified, implemented, and tested, and this involves selecting the screens to be popped, specifying with what they will be filled, specifying the host interfaces etc. Although conspicuously absent from vendor presentations, the level work necessary to develop a set of licences to a working application is significant.


Consulting Projects Involving CTI
Occidental Communications has undertaken a number of assignments involving both the design of CTI applications and the acquisition of CTI systems, and working with other applications that use CTI technology. For more details, see the Call Centre Consulting page.


CTI Reports
Stephen Coates, the principal of Occidental Communications, has written the following report and update on CTI in Australia and New Zealand:

Computer Telephony Integration: from the Internet to the Desktop, specific to Australia and New Zealand, covering all aspects of the use of this technology, market shares of key vendors, CTI protocols, case studies etc., published in 2003 by Occidental Communications.
Download for free

CTI Software: Australasian Market Update, published in 2009 by Occidental Communications.
Download for free

Stephen Coates has also written reports and updates which include market shares of key vendors in specific geographic markets and a vendor directory up to date as of the date of publication, for Europe, Asia and North America. More significantly, they include assessments of key vendors in those markets. All but one of these reports can now be downloaded for free. For more details, go to the CTI Reports page.


International Product Directory
International Directory - CTI Software including global distribution


ANZ Product Directory


Solidus e-Care from Aastra
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, and optional collaborative browsing via callbacks, routing of e-mails to agents and off-switch ACD, specifically designed to work with the MX-ONE Telephony Switch.


Altitude uCI from Altitude Software
uCI is no longer distributed in Australia.


Apropos 5 from Apropos
Apropos was acquired by Syntellect in 2005 and Apropos 5 is no longer distributed in Australia although KAZ continues to support existing customers.



Call Connect (formerly Arc Connect) from ARC Solutions
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, collaborative browsing using voice through the Internet, text chat and control of call queuing designed to work only with Cisco's Call Manager LAN-based telephone system


Contact Server from Aspect Software
Product discontinued


Aspect Uniphi Suite from Aspect Software
Product discontinued


Ensemble from Aspect Software
Product discontinued


Contact Server and Aspect Uniphi Suite from Aspect Telecommunications
Aspect was acquired by Concerto Software in 2005 which subsequently renamed itself Aspect Software and the products were subsequently discontinued.



Application Enablement Services (formerly named Avaya Computer Telephony) from Avaya
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional predictive dialling, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and text chat

Avaya Interaction Center (formerly named Quintus) from Avaya
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents, text chat, off-switch ACD and limited CRM capabilities

Passageways from Avaya
Product discontinued



Unified Contact Center (previously ICM and IPCC) from Cisco
Call centre CTI software that can be deployed in a carrier network to control call routing in the carrier network prior to connection of the call to the call centres and which performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents


Realise from Collaboration Technologies
Collaboration Technologies, formerly of Drayton Bassett Staffordshire, UK, is no longer in business.


CAM from Compaq
Prior to Compaq's acquisition by Hewlett Packard, the product was discontinued.


CTI Server from Computer Telephone Integration
Product is no longer a CTI product.


Ensemble from Concerto Software
Concerto Software acquired Aspect Telecommunications in 2005 then renamed itself Aspect Software and the product was discontinued.


Concerto from Davox
Davox was renamed Concerto and Concerto was renamed Ensemble and subsequently discontinued.


CT-Connect from Dialogic
Dialogic was acquired by Intel in 1999. The CT-Connect product was subsequently sold to Envox in 2005. Envox was acquired by Syntellect in 2008.


Easyphone from Easyphone
Easyphone, the company, was renamed Altitude Software and Easyphone, the product, was renamed Altitude uCI. uCI is no longer distributed in Australia.


EPICCenter and EPICAcce from Easyrun
EPICCenter and EPICAcce are no longer distributed in Australia.


Edify Voice Interaction Platform (formerly Electronic Workforce) from Edify
Edify was acquired by InterVoice in 2006, the product was transformed into an IVR and Intervoice was acquired by Convergys in 2009. Edify Voice Interaction Platform is no longer distributed in Australia although Premier Technologies continues to support existing customers.


Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing



Customer Interaction Management (formerly named T-Server) from Genesys
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR, predictive dialling, text chat, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD. Genesys has also been deployed in the Telstra network to control call routing in the carrier network prior to connection of calls to call centres. Genesys is owned by Alcatel-Lucent.


GeoTel from GeoTel Communications
GeoTel Communications was acquired by Cisco in 1999 and GeoTel was renamed ICM, then IPCC and finally Unified Contact Center


HP Front Office/Smart Contact from Hewlett Packard
The Front Office/Smart Contact was sold to Cisco in 2000 and incorporated into their Unified Contact Center product.


Corepoint Telephony from IBM
IBM's Corepoint Technologies division was sold to Genesys in 2001 and the product was discontinued.



IPFX (formerly named Vision and before that Communiqué) from IP FX (formerly named Performance Solutions)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, individual audio call recording (on request only), routing of e-mails to agents, text chat and off-switch ACD


NetMerge, formerly named CT Connect, from Intel
Intel's CTI software line was sold to Envox in 2005 which was acquired by Syntellect in 2008. (Intel still manufactures microprocessors, circuit cards and other products.)


Edify Voice Interaction Platform (formerly Electronic Workforce) from InterVoice
Edify Voice Interaction Platform was transformed into an IVR and Intervoice was acquired by Convergys in 2009. Edify Voice Interaction Platform is no longer distributed in Australia although Premier Technologies continues to support existing customers.

Agent Connect from InterVoice
Product discontinued



iBridge from iTa
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional audio call recording and routing of e-mails to agents


ActionSuite from Line 4
Line 4, formerly of Alameda, Calif, USA, is no longer in business



Liberation from Noble Systems
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional auto attendant and predictive dialling



Netspire CTI System from Open Access
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR


Vision from Performance Solutions
Performance Solutions was renamed IP FX and the Vision product also renamed IPFX.


CallSPONSOR from Periphonics
Prior to Periphonics's acquisition by Nortel in 1999, the product was discontinued.



CT Connect from Syntellect, distributed in Australia by Westan and in New Zealand by Campbell Software
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing



SuperQ from Talking Computers
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing with optional IVR, basic routing of e-mails to agents and off-switch ACD



CTI Hub (formerly named Tele-CTI) from Telemanagement
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional power dialling, text chat, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and off-switch ACD for small to medium-sized call centres


J-Flo from Telogy
Telogy, formerly of Glen Iris, Victoria, is no longer in business.


iQueue from Vocom
Vocom, formerly of Chatswood, NSW, is no longer in business.



agenTel from VoxtronCVT
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional predictive dialling, collaborative browsing using both voice through the Internet and callbacks, limited routing of e-mails to agents and off-switch ACD



UCB Qmaster (formerly named ContactCenter and before that Q-Master) from Zeacom
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, callback, text chat, collaborative browsing using callbacks, routing of e-mails to agents and off-switch ACD, designed to work with NEC PABXs and Cisco's LAN-based telephone system


Other Products with a CTI Capability
The following other products also CTI as an integral capability or option.



MX-ONE from Aastra (LAN-based telephone system)



Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)



Spectrum (formerly named FirstPoint Enterprise 2002) from Aspect Software, formerly named Concerto Software (ACD)



AllianceEnterprise Suite from ASTEA (Help desk software)



Avaya IP Office (formerly named ECLIPS) from Avaya (LAN-based telephone system)



ciboodle Process Platform, formerly named GT-X, from ciboodle, formerly named Graham Technology (CRM software)



Call Manager from Cisco (LAN-based telephone system with personal CTI)



The Infra Solution from EMC Infra (Help desk software)



GoldMine from FrontRange Solutions (CRM software)
HEAT from FrontRange Solutions (Help desk software)



CIC from Interactive Intelligence (PC-based telephone system with personal CTI)



Communications Server 1000 (formerly named Succession CSE 1000) from Avaya (LAN-based telephone system with personal CTI)



Oracle Contact Center Anywhere (formerly CallCenter@nywhere) from Oracle (PC-based telephone system with personal CTI)



ACCPAC eCRM from Sage CRM (CRM software)



ACT! from Sage CRM (CRM software)
Saleslogix from Sage CRM (CRM software)



StayinFront CRM from StayinFront (CRM software)



Quantum from Support Solutions Technologies (Help desk software)



VersaSRS from VersaDev (Help desk software)



TeleVantage from Vertical Communications (PC-based telephone system with personal CTI)


CTI Product Feature Summary

ProductSPSTSKDCRCNRIVRPDACRCBEMTCQC
Solidus e-CareYYYY_M__OOOO
Call ConnectYYYY_O__O_OO
Application Enablement ServicesYYYY__O_OOO_
Avaya Interaction CenterYYYY_O__OOOO
Unified Contact CenterYYYYO___OOO_
Customer Interaction ManagementYYYYOOO_OOOO
IPFXYYYY_OOO_OOO
iBridgeYYYY__O_O_O_
LiberationYYYY_AAO_____
Netspire CTI SystemYYYY_O______
CT ConnectYYYY________
SuperQYYYY_O___O_O
CTI HubYYYY_O_OOOOO
agenTelYYYY_MO_OO_O
ContactCenterYYYY_O__OOOO
SP = screen pop
ST = screen transfer with call transfer
SKD = screen/keyboard dialling
CR = call routing
CNR = carrier network routing
IVR = interactive voice response
PD = predictive dialling
ACR = audio call recording
CB = collaborative browsing
EM = E-mail processing
TC = text chat
QC = off-switch queue control

Y = yes (feature supported)
O = optional feature
M = mandatory capability



Articles and Papers on CTI

Lame competitors contribute to Genesys's success IT Director (Bloor Research, UK), October, 2007

Gluing it Together CIO November, 2000

CTI Alive and Well eAccess June/July, 2000

Call centres, CTI and all that jazz Banking Technology May, 2000

IVR and CTI, Keys to customer communication CRM May, 2000

IVR and CTI, Keys to customer communication Telcall May, 2000

Reducing the I in CTI CRM April, 2000

Computer Telephony Integration Insight IS [UK] April, 1999

Computer Telephony Integration presented on the Pacific Knowledge Network’s Call Centre Channel, 1 September 1998

CTI: Many Applications, But Is It a Call Centre Panacea? Call Centre Systems & Technologies August 1998

Computer Telephony Integration presented to the IBC Conference Call Centres 24 March, 1998

Emerging Standards Foreshadow CTI Showdown Australian Communications July 1997


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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