CTI – Jacada Legacy Integration Technology
CTI, or Computer Telephony Integration, is an emerging technology for automating call center processes. A key requirement of CTI is access to and integration with legacy applications. Jacada supports these critical legacy access and legacy integration functions in two major areas of CTI.
CTI Call Matching Screen Pops
First, to support call center agents, Jacada's solution addresses a CTI "call matching" function, where in-bound callers provide identifying numbers that are then used to locate, collect, and retrieve relevant customer information from other corporate systems. Jacada Interface Server technology integrates with CTI applications in such a way that once a customer identification number, for example, is passed to the Jacada Interface Server, the Jacada technology is able to navigate behind the scenes throughout legacy systems and collect the appropriate information. Then, Jacada Interface Server "pops" this caller information onto the agent's screen within a graphical user interface window. Moreover, Jacada Interface Server can be further leveraged to Web-enable and greatly simplify and streamline processes and functions within the legacy applications with which agents interact. That is, once the caller information "pops" to the agent, the agent can then continue to work against a graphically re-engineered system, which leverages the core functionality of the legacy systems.
CTI Interactive Voice Recognition (IVR)
Jacada also supports CTI functions in a self-service model -- where service requests are handled exclusively through interactive voice recognition technology, rather than by service representatives. In fact, Jacada makes it possible to retrieve data from legacy systems and pass it directly to the customer using CTI interactive voice response technology. In-bound service calls are translated from voice into XML format by the CTI system. These requests in XML format are passed to the Jacada Integrator Server which uses the information as input to a transaction on the legacy system(s). Jacada Integrator finds and retrieves the information from the legacy system, and returns the information back to the CTI system in XML format. The interactive voice response portion of the CTI system then translates the XML response into voice which is then heard by the customer on the phone.
Jacada integrates with all major CTI systems, and Jacada Interface Server and Jacada Integrator provide CTI legacy access and legacy integration for mainframe and iSeries (AS/400) applications.
Click here to learn more about Jacada's CTI solutions.
