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Provided by: Serebra Learning Corporation

Computer Telephony Integration

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This WestNet e-Learning module provides a broad overview of the way CTI typically works. We will then describe the different levels of automation that fall under the general category of CTI and define some of the key terms and concepts necessary to understand CTI functionality.

Training Avaliability and Delivery

This is primarily online training
on-line e-learning cbt (computer based)This is an online eLearning or CBT training program
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Training Presented in:English

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Training Program Details


Audience

Topics

Computer Telephony Integration and Call Center Automation

Computer Telephony Integration Concepts

Middleware and Application Programming Interfaces

Computer Telephony Integration and Call Center Automation

Objectives

Upon completion of this course, the student will be able to:
  • Describe the three levels of CTI automation
  • Suggest a type of business activity that could be accomplished with each level of automation
  • Explain why a shared data repository is required for a fully integrated call center
  • Explain what an API is, and why it is important for CTI
  • Describe the difference between CTI applications and middleware
  • List and compare the most widely used APIs for CTI
  • Explain the difference between first-party and third-party call control
  • Explain what a screen phone is, and why it is useful for call center agents
  • List and describe the components needed for a third-party CTI system

  • About Serebra Learning Corporation - Training Provider

    Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

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