CTI Group launches interactive communications management suite for call centres

CTI Group, the provider of call recording and call accounting solutions for VoIP, PBX and mobile telephony systems, has announced that it will be launching the SmartInteraction Suite for call centres in March. Engineered to meet the needs of VoIP and premised-based call centres, CTI Group extends its SmartRecord solution with the release of their SmartInteraction Suite. The SmartInteraction Suite provides organisations of all types and disciplines with a comprehensive platform for recording, evaluating and taking action on valuable phone based customer interaction.

Compatible with BroadSoft’s BroadWorks UC platform, the Avaya Aura IP communications platform and Cisco’s Unified Communications Manager, the SmartInteraction Suite is a highly configurable toolset which incorporates CTI Group’s award winning call recording solution SmartRecord with the advanced speech search and analytics technology from Aurix integrated within it. By designing the Suite with the Aurix phonetic analytics incorporated, call centres of any size are able to take advantage of the benefits that this advanced functionality offers at a cost effective price. It is an ideal solution for sales and marketing organisations looking for a quick and easy-to-use tool for capturing advanced customer interaction intelligence.

As with CTI Group’s entire portfolio of call recording and call accounting solutions, the SmartInteraction Suite has been developed with the robustness demanded by large enterprises and call centres but with the scalability required to meet the needs and budgets of the SMB and small to medium sized call centres. The extensive feature set of SmartRecord has now been rounded out to include:

SmartListen – audio mining allows organisations to utilize speech analytics to index recordings phonetically for easy retrieval and reporting. This feature also enables users to automatically categorise or tag calls based on the information found in the call.

SmartEvaluate – CTI Group’s advanced form of call handler evaluation utilises audio mining and analytics enabled by Aurix to isolate calls by certain criteria in order to perform several key business functions including performance with regard to compliance, procedure, call handling and customer service.

SmartCapture – screen recording extends and completes the picture of the call handler process by linking the voice recording with the corresponding visual recording of the keystroke activity. This capability is extremely beneficial in terms of service improvement, compliance, training and general oversight.

Centralised Storage – allows organisations of any type to benefit from a centralised library of all recordings. Ideal for global organisations with multiple and remote locations, or organizations recording from multiple types of platforms, this function further enables the benefits of cloud-based storage and storage compliance standardisation.

Feature Reporting – designed to empower end-users to license, report and track use of the Suite’s features.

Sid Rao, Chief Technology Officer of CTI Group, commented: “Throughout the development of the SmartInteraction Suite, we surveyed our call centre customers about what features and functionality they wanted out of their communications management system. It is vital to us that we deliver a solution that not only meets their initial needs but also provides a number of features beyond their immediate requirements. By integrating speech search and analytics within the Suite, organizations are able to capture the ‘voice of the customer’, enabling them to identify the vital trends which can have a significant impact on future sales.”