Encore IITask Area 15 - Computer-Telephony Integration (CTI)

The contractor shall provide computer telephony (use of computers to manage telephone calls).  This includes computerized services for call centers, such as those that direct phone calls to the correct department or office.  CTI also includes the ability to use a personal computer to initiate and manage phone calls.  CTI applications provide the ability to do the following:

  • Authenticate callers; using one of several standard methods, the telephone number of the caller can be screened against a database
  • Recognize a voice, either for authentication or for message forwarding
  • Using live, recorded voice, or touch-tone entered input, determine how to process a call (for example, by forwarding it to the appropriate person or department)
  • Provide interactive voice response (IVR) to callers
  • Match the number of a caller with a customer record and display it for reference when talking to the caller
  • Manage voice or video conferences
  • Collect and display pending live calls or messages that have been left by callers
  • Receive fax messages and route them to appropriate fax machines
  • For outbound calling such as telemarketing, pre-dial callers
  • Based on call input, initiate a smart agent application to provide help with the caller’s request.

Support will also be provided for IP-convergence activities, in particular, Voice-over-IP.  The contractor shall also provide CTI support such as integrated user directory services and advance security features.