BiTRONiX’s strategy-partner develops and supports multi-vendor call center applications. Our call center support team is both knowledgeable and available around the clock, offering enhanced services, installation, programming, consultation, and other services based on our design frameworks and methodologies. Plus, we support enterprise-wide Call Center infrastructure, desktop applications, LAN/WAN infrastructure, PBX, IVR, ACD, call routing software, and other application software. We have successfully implemented Cisco, Nortel, Avaya, Siebel, and Rockwell call centers solutions.

Call center solutions include customer contact management systems, interactive voice response (IVR) units, integrated fax, automated dialing capabilities and workflow management systems. Our call center solutions using computer telephonic integration (CTI), which links the call center telephone switch to a host computer or server, and enhances these applications with new capabilities such as automatic transfer of customer information to an agent's workstation when a call is forwarded to that agent. This provides additional gains in productivity, profitability and service levels. In addition, business workflow that automates the communication among agents or multiple departments can dramatically reduce paper trails and their associated costs.

Thirty-seven percent of the call centers that contributed data to the technology section use CTI (computer-telephone integration) applications in their call center. Overwhelmingly, call centers reported that integration with their telephone switch and database applications were the number one issue for implementing CTI in the call center. The top applications for CTI in call centers include:

• Screen-pop of caller information

• PC soft phone functionality on the desktop

• Skills-based or other intelligent routing applications

• Support of call monitoring

We measure our success one call center at a time:

• Simplicity: The system and the process provide easy communication and operation. Your associates and supervisors can fully reflect business strategies in the call center operations.

• Drive the right behavior: The business bottom line is the ultimate measure of success. Our system will help you drive the right behavior to your reps to generate the bottom line.

• Measurable Data: Customer data, business transactions, and history data are available and correct to support business analysis needs. Support high level business goals: Deliver the big picture.

Key Benefits

The top two benefits of implementing CTI, specifically by using pop-up screen of customer record information and intelligent routing of calls to the correct customer service representative, are:

• Improved productivity and reduced costs

• Improved customer satisfaction