What is CTI

Enjay Synapse Solution is a BTI Solution, which breaks this mis-conception and give the next generation solution much required and awaited. To understand Enjay Synapse properly, we first need to understand more facts about CTI.

What is CTI

Generally in any CTI solution, the epabx company provides a software, which will provide CTI functionality, which has following features:

1.  CTI software is installed on all (or any one) PC, and it talked with EPABX via LAN / Serial / USB.
2. The customer is supposed to update the database of their contacts and clients in that CTI database.
3. Then the CTI software will show the Pop-up.
4. Some CTI software also provide the Click to dial facility from itself.
5. Bigger problem is that, CTI software often works on only 1 PC.
6. However, there is a problem with this idea:This is the reason, that CTI Solutions are bought but never used.

• Customers don’t use CTI software as their primary contact management software.
• Say, they might be using outlook (or any other CRM)
• Now, they will always update their contact management system (i.e. MS Outlook / CRM), but no one is going to update CTI database.
• Since they don’t update CTI database, it does not show correct popup or even it cannot be used for click to call.
• Also sometimes, CTI is mis-conceived as following (which you cannot call as CTI):
• When EPABX just gives log of output on a Serial Port (or LAN port) to the PC.
• Or when it provides TAPI interface for calling purpose. TAPI is an very old protocol, and highly inefficient one.

1.  CTI is bought by Companies, but never used. (because of reason stated above).
2. So, Corporates (SMEs) are not using CTI and We tend to consider that CTI can be used only in Call Centers.

1. Integration with the software which the client is using (any software – e.g.: MS Outlook, MS Dynamics, SugarCRM or for that matter any software)
2. Recording directly onto the central device, which is easily accessible and searchable (and also mapped into the software, which is being integrated.
3. Once integrated with software It will provide features like (within Customer’s Software):

   • Click to call.

   • Call Popup – (Which is customisable, according to the customer’s requirement)

   • Detailed Call logs (which are mapped directly in to that software. (also related to contacts & users directly)

   • Call recording link. (since the file is on the BTI Server)

4. It also provides API for all modern programming language. API, that is easy enough to be integrated into any software, within short time and minimum efforts.
5. This is very essential, since Today’s software cannot talk to EPABX in their language & EPABX cannot talk language which is used by software – e.g.: Java or Dot.net.
6. Also today’s NexGen Programmers are not comfortable in programming in old language, in which some EPABX provide support (e.g.: TAPI)
7. Doing a voice broadcast – which is also integrated into any software.
8. Connecting Website – to office EPABX, so that website visitors can be called directly from office, when visitor fills up contact me form.
9. Outward conference.
10. IVR, which can be integrated with software – so that you can also get which key the caller had pressed.
11. It also provides additional features like :Automated / Customised reporting, which can also be scheduled.

Benefits of BTI:

Customer Delight & Employee Efficiency, both are increased due to this.

Enjay Synapse provides API, which is extremely programer friendly. Moreover it comes with detailed documentation, samples & Trainig. Even guidance is provided in designing the solution.