Telephony integration is the seamless connection and data exchange between your telephony and data systems and is a key piece of any contact center or Unified Communications strategy.

When implemented properly, it provides telephone users with immediate and seamless access to the data they need during a telephone conversation. Additionally, it allows data systems to correlate telephone and communications data with existing information stored in separate systems.

Some of the services we can help you integrate with your phone system(s) include:

• Customer Databases and CRM Systems
• Audio Services (Call Recording, Voicemail, and Content Streaming)
• Web Telephony Applications (Click to Call, “Call Me Now”, etc)
• Real Time Communications (i.e. Instant Messaging and Chat)
• Wireless Services (SMS, SIP, Email, Wireless Web)
• Custom Applications (ERP, Company Information Systems, etc)

Telephony integration involves many different types of systems, all exchanging data with the telephone system (as shown in the graphic below). A very typical example of telephony integration can be found in the customer service line for credit card companies. They will use an auto attendant (sometimes known as an IVR) that will give you options to access various types of data (including your credit card payment dates, purchase history, as well as balance and available credit). You enter your account number and the system looks up your account, and based upon the option selected will read back the data it gathers from various systems, databases, etc. It can also route you to a customer service agent connected to the phone system based on conditions, such as late payments, or over your credit line.  These functions require that multiple systems be tightly integrated with the phone system.

A few examples of the kinds of services we have provided to our clients:

• Implemented an Oracle and Web-based call accounting system for a large aerospace firm
• Converted a local call accounting system to a hosted version in a major metropolitan hospital system
• Integrated both off-the-shelf and complete custom CRM systems with existing contact centers
• Implemented an LDAP-based, on telephone directory system for a large, California-based public utility