The diagram below represents AscenTel™ setup in a call center environment. In a call center environment AscenTel™ is integrated with CTI middleware to have the advanced call control, and CRM integration capabilities. 





AscenTel™ collects the data from the user and when the caller chooses to talk to an agent the data is transferred to the agent using Computer Telephony Interface (CTI ). Using CTI, application can be enhanced to fetch more information about the caller’s history, profile and transaction before it is transferred to the agent. This reduces the time for the agent to fetch additional information and speedy and enhanced handling of the call. 

CTI Benefits

Customer satisfaction
 Based on industry surveys, caller satisfaction with voice driven applications is very high and exceeds that of live agents for reasons such as not having to wait on hold, not being concerned that agents are entering the incorrect data, and not having to feel they are taking too much of the agents time when checking the same information multiple times a day. 

Agent satisfaction 
 Agents benefits from a reduction of tedious and repeated data collection from callers. This routine information is automatically collected through voice driven dialogs and presented to agents via screen pop-ups. This feature helps agent handle more calls and also reduce average time for a call. Reduced tedium and increased productivity will result in a very high level of Agent satisfaction.