Event Intelligent Applications
The NextSys™ Desktop application enables a wide range of communication controls
through CTI. A softphone is provided to perform normal telephone controls such as
dial, answer, conference and transfer. Additionally, the softphone is “aware” of
application content such as email and web content, and available telephone numbers
are provided through convenient drop-down controls to automate outbound calling.
The footprint of the softphone (actual size below) is non-intrusive and configurable
to be either “always on top” or docked in an application.
The application can be configured to screen pop information from contact systems
such as Microsoft Outlook, Act!, Customer Relationship Management (CRM) applications,
and proprietary care and billing systems.
The automatic account retrieval saves anywhere from 10 to 30 seconds per call over
manually matching a call to a billing system and an account. This in turn reduces
call handle time, customer wait times, and can reduce customer care staffing needs.
These efficiencies are attractive to large users in both tight economic times and
The NextSys™ Desktop application can also transfer calls from one CSR to another
with data attached to the call. When a CSR transfers a call to another department
or location, the NextSys™ Server monitors the destination and sends account information
to the receiving CSR's PC. This allows the new CSR to continue assisting the caller
without reestablishing caller identity and information
NextSys™ CTI Server
The NextSys CTI Server maintains a communication link to the telephone switch and
can facilitate data assisted routing intelligence for call routing. Upon call arrival
at the ACD/PBX, the CTI server uses associated telephony information (ANI, or “Caller
ID”, DNIS, UUI, etc.) to retrieve customer information from a host system. Information
about the caller can then be used to redirect the call routing by evaluating items
such as VIP codes, delinquency status or open orders. The ACD/PBX can then be instructed
to menu or route the caller with greater accuracy, further improving the customer’s
experience and efficient call center management. Visit our demonstrations page for
more information about The NextSys CTI server.
Our product line includes interfaces to most major switch vendors including Avaya,
Aspect, Nortel, and Siemens/Rolm.
NextSys™ Event Intelligence
The NextSys CTI Server can be connected to customer care and billing systems, third-party
information services, and custom ODBC data stores to provide enhanced event handling
capabilities. Using a rules-based engine, customer interaction events can be processed
and efficiently routed to the appropriate contact center entity. Examples of data
assisted routing would be early detection and priority routing of VIP customers,
or redirecting delinquent customers to automatic payment systems.
NextSys™ CTI Toolbox
The Nextsys CTI Server Administrative Tool supplements the 7 x 24 support provided
by the IntraNext team. It provides a view of the CTI environment and enables the
configuration of some CTI modules. Users, client PCs and phones can be properly
associated and defined to groups. The Tool runs on every installed CTI Server.
The NextSys Installer Tool seamlessly installs new versions of IntraNext software
at a customer staging location. If the IntraNext software is client based, the Updater
Tool manages deployment from staging to the desktop. Once the Updater is running
as a service on the client, it checks for updates at a pre-determined interval.
When an update is available, the client retrieves the update. The agent is notified
that an update is available and can choose whether to proceed with the install or
defer until later. The Updater is architected to minimize the impact to a Call Center
The NextSys SoftPhone integrates tightly with Microsoft applications. For Outlook
installations, telephony capabilities are enhanced through a context sensitive tool.
Emails are scanned for any telephone numbers in the content and drop-down menus
facilitate simple click-to-dial operations.
IntraNext leverages Microsoft Communicator to detect presence and route a web chat
or “call me” request from a website based on this knowledge. This is an effective
method to direct a web browser to an available person outside of a call center.