Huawei eSpace contact center (eSpace CC)solution, through a variety of communication channels, including telephony systems, fax, e-mail and web, intelligently manages the details of every interaction with customers, allowing your business to maximize the value of every interaction and improve customer satisfaction and loyalty.
Huawei CTI adapter for Siebel integrates Siebel CRM Applications software with Huawei eSpace CC, Provide a common user interface for your Siebel application and Huawei eSpace CC. With Huawei CTI adapter, the telephone system provides notification of telephony events to the Siebel desktop, and the Siebel application software, in turn, controls or interacts with Huawei eSpace CC. Call-center agents can place, receive, conference, and transfer telephone calls, fully integrated with the Siebel applications they use in call-center activities. Offer faster, more accurate, and more personalized service for customers, while also increasing agent productivity and reducing costs.
Provide a common user interface for your Siebel application and eSpace contact center
Integration with the Communications Toolbar in Siebel CRM allows agents to log in/log out, go ready/not ready, answer, hang up, transfer, conference,
Provide click to call using the Siebel GUI for sales, service, and collections
Intelligent e-mail routing to skill groups
Flexible screen pops with customer
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|Computer Telephony Integration (CTI)|