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CTI Group to Launch Interactive Communications Management Suite for Contact Centers

TMCnews Featured Article


February 25, 2011

CTI Group to Launch Interactive Communications Management Suite for Contact Centers

By Anil Sharma, TMCnet Contributor


CTI Group (Holdings) Inc. announched that it would be launching interactive communications management suite for contact centers at the Channel Partners Conference & Expo slated to be held in Las Vegas from March 13-15, 2011.


Officials with CTI Group (News - Alert) said that the SmartInteraction Suite provides contact center managers with the evaluation and analytics toolset to improve efficiency, productivity and customer service.

Company officials said that compatible with BroadSoft's (News - Alert) BroadWorks UC platform, the Avaya Aura IP communications platform and Cisco's Unified Communications Manager, the SmartInteraction Suite is a highly configurable toolset which incorporates CTI Group's call recording solution SmartRecord with the advanced speech search and analytics technology from Aurix (News - Alert) integrated within it. 

According to company officials, by designing the Suite with the Aurix phonetic analytics incorporated, contact centers of any size are able to take advantage of the benefits that this advanced functionality offers at a cost effective price. 

Company officials said that it is an ideal solution for sales and marketing organizations looking for a quick and easy-to-use tool for capturing advanced customer interaction intelligence.

"Throughout the development of the SmartInteraction Suite, we surveyed our contact center customers about what features and functionality they wanted out of their communications management system. It is vital to us that we deliver a solution that not only meets their initial needs but also provides a number of features beyond their immediate requirements,” said Sid Rao, chief technology officer of CTI Group, in a statement. 

Rao said that ny integrating speech search and analytics within the Suite, organizations are able to capture the 'voice of the customer,' enabling them to identify the vital trends which can have a significant impact on future sales.

CTI Group (Holdings) Inc. is an international provider of electronic invoice processing and management, enterprise communications management software and services solutions, and carrier class voice over internet protocol (VoIP) management applications.

TMCnet recently reported that CTI Group announced that it will be introducing new advancements in its call recording and call accounting solutions at the Unified Communications (News - Alert) Expo in London scheduled to take place between March 8th and 9th, 2011.


Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco







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