IntraNext Systems’ core product is the CTI Server. The CTI Server integrates voice and data, bringing intelligence to call routing. Our demonstrations show a few common scenarios that can be adapted to fit any business decision.

In the scenario of a traditional call flow the ANI is immediately looked up in the data store for a match. If no match is found, the caller is requested to enter a home phone number or other key identifier. The Caller Entered Digits (CED) are used to retrieve the customer’s record. Key pieces of information are examined to determine if the customer should be routed to a specialized representative. If no key values are present, the caller is returned to the IVR and asked to enter a reason for calling, in this example ordering new service. The call and the ANI are sent to the next available agent along with a new service order screen pop. An IVR history is also sent giving the agent all of the knowledge already learned about the customer.

The next scenario demonstrates a delinquent customer. The ANI is immediately looked up and a match is found. The customer is not interrogated as to what they want to do. The customer meets established delinquent criteria, causing the call to route immediately to a collections agent. The customer’s record along with the call and IVR history are popped to a Collection CSR for handling.

The last scenario demonstrates an open work order. The ANI is immediately looked up and a match is found. The customer has several data elements that are evaluated by the CTI server to make a routing decision. In this example the customer is delinquent, a VIP, and has an open work order. The delinquency status is waived because of the low amount and the VIP status. The customer is routed to a work order representative, along with the IVR history and customer record. All of this is done without querying the customer on the reason for calling.Add Content...