intelli-CTi for Unified Service Desk (USD) is a ready to use integrated Computer Telephony Integration (CTI) solution optimized for USD, based on our proven intelli-CTi for Dynamics 365 technology. In keeping with the ‘single pane of glass’ approach of USD, intelli-CTi embeds call controls so that agents can identify callers, handle calls, and dial out without having to leave the application.
Why would you need intelli-CTI for USD?
• You need your phone system to be connected to your USD environment
• You don’t want to waste time and money coding your own CTI solution
• You don’t want to spend your time supporting an unstable, bespoke CTI solution
• You want a low effort CTI solution that delivers high value
• You need your inbound callers to be quickly and accurately matched with your customer records
• Your agents need to be able to handle multiple calls simultaneously
Intelli-CTi allows for a seamless connection to your CTI enabled telephone (TAPI, TSAPI, CSTA, MiTAl, OAI), including Voice Over IP (VOIP) and Skype for Business. It also provides Citrix/Terminal Server support.