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CTI systems
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eGain
CTI Adapter™
eGain CTI Adapter integrates eGain applications
with CTI systems. The adapter enables availability
based service level management in the contact
center. It also allows external multimedia
routing applications to manage service level
across all applications in eGain Service™.
Enable multichannel service level management
Typically, contact centers managers monitor
service levels across channels manually by
asking agents to switch channels to meet changes
in contact volumes. This requires ongoing
supervison of changing service levels-resource
reallocation would only be done after a significant
number of customers have experienced poor
response times or abandoned calls. Using the
eGain CTI Adapter, you can integrate eGain
applications to your CTI systems such that
agent availability can be managed through
an automated schedule or through manual override.
Out-of-the-box integrations with leading
CTI solutions
eGain CTI Adapter provides out-of-the-box
integration with a large number of CTI solutions.
It is likely that we have an adapter that
would integrate eGain applications with your
CTI solution. However, if we do not have a
pre-built integration with your CTI application
or application version, our professional services
experts or our partners can use published
APIs to complete the integration.
Easy-to-implement architecture
As the eGain CTI Adapter uses server-side
integration, no installation is required on
the agent machines, thereby reducing cost
of ownership.
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