System Integration Services

A major key to the true customer interaction center of today is the ability to communicate with customers via any medium they choose and to provide the call center agent with detail customer data automatically.

To achieve this level of sophistication several diverse technologies need to be tightly integrated and act as one unit.

Systems such as:

  • Interactive Voice Response (IVR) - Systems that allow customers to access important information without the aid of your valuable call center staff

  • World Wide Web - Or the internet as we all know it. More and more customers are looking to the WEB to communicate with companies

  • Electronic Mail - Like the WEB, electronic mail is one of the fastest growing vehicles customers use to communicate

  • Customer Relationship Management (CRM) - These systems allow companies to store and retrieve vast amounts of relevant customer information and then utilize this information to better serve the customer

  • Computer Telephony Integration (CTI) - A hardware and software solution that acts as the glue to allow disparate systems to act as one. CTI will allow you to marry main frame and client server databases, telephony devices and the services noted above into a homogeneous system

@com. has participated in many large and diverse integration projects using many of the top tier vendors in all of these areas. With our depth of exposure and understanding of this area our consultants can assist you with the development of business requirements, system specifications definition and ultimate product selection.

The area of system integration and the implementation of a CTI enabled call center is very complex and risky. Many companies have ventured into the area without the knowledge required and have failed. Leveraging the knowledge and intimate exposure resident at @com. to assist in your system integration project ensures success.