Cystelcom solutions for IP communications are achieve through their Multi-Channel Integration Server delivering real-time connectivity with leading CRM applications.

Contact centers can improve contact management and extends CTI functionality across all contact channels to deliver, softphone controls, caller identification and screen populations on the agents desktop.

Cystelcom Multi-Channel Integration Server provide as well, integration of other communications channels like e-mail, web, IVR, video IVR, fax, and back office task within the IP communications platform allowing agents to place, receive, and transfer customer interactions with full, real-time access to CRM customer data.

As a solutions for IP communications provider, Cystelcom is a Cisco Technology Developer Program Partner and Advance Technology Partner. Cystelcom provides solutions for Cisco ICM Enterprise Edition and Cisco IP Contact Center (IPCC). Cystelcom provides as well integration for leading telephony solutions including Avaya, Nortel and others.

Cystelcom provides re-packaged integration with Siebel 7 and other leading CRM applications.

Agent Desktop Highlights

• Enable full CTI functionality in any CRM´s agent desktop
• Provide real-time agent and channel state with ANI/DNIS identification
• Screen pop with customer information and interaction history for all channels including back-office and video
• Support for Siebel 7 and other leading CRM applications

Cystelcom Solutions Components

Cystelcom Multi-Channel Integration Server provides telephony and other channel connector for Cisco ICM Enterprise Edition, Cisco IPCC Enterprise and Cisco IPCC Express.

Key components in the Multi-Channel Integration Server serve as translators to facilitate the real-time flow of events and call attached data (ANI, DNIS, etc.) between the CTI server application program interface (API) and Cystelcom Multi-Channel Integration Server. Cystelcom Multi-Channel Integration Server centralizes communication management with the CRM application and queues and routes interactions to the appropriate agent.