What is Siebel CTI?

What is Siebel CTI?

CTI is stands for Computer Telephony Integration. Basically CTI is call routing based on customer profile in the related software, usually the CTI will display screen pop-up with customer information in the application user interface. CTI also used as controlled call transfers with customer data, campaigns, predictive dialing and call blending.

Siebel CRM Software integrates the CRM Siebel Web Client with the CTI middleware and the telephone switch through the Siebel Communications Server infrastructure. Siebel CTI enables an integrated context sensitive “softphone” application. The telephone switch provides notification of telephony events through the CTI middleware to the Siebel Communications Server. Then, the Siebel user interacts with the telephone system with the Siebel Web Client.

Siebel CRM Software gives a validated out-of-the-box integration with Siebel CTI Connect for telephony switch manufacturers, such as Avaya, Nortel Networks and Siemens. Siebel CTI also gives the Siebel Adaptive Communications API programming layer. Siebel CTI may be used with all Siebel eBusiness base applications.


Siebel CTI Features

Multi-channel Communications Toolbar, agents may be associated with multiple Communications configurations and multiple ACD queues. Better hold/resume support for Multiple Lines, enhanced Not Ready provides the ability to select Reason Codes. Communications elements may be routed by an intelligent queuing engine such as Siebel Universal Queuing. Zero-Install, Highly Interactive Web Client. Unified Communications Control, Persistent Customer Dashboard, Global Time Zone, Search Center, Audit Trail and SmartScript Enhancements.