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Provided by: Serebra Learning Corporation Computer Telephony Integration |
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Training
Provided by Serebra Learning Corporation
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.
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Computer Telephony Integration
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 The Training Provider: Serebra Learning Corporation
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...
