Call-flow Manager – Call-flow management through a web-based interface for the non-technical operation administrators.
VitalsPoint IVR Reporting – CtiPath can instrument your CVP, UCCX or IP IVR callflow to provide you real-time feedback for:
– Detecting and reporting on why calls are being sent to an agent
– Seeing the most popular parts of your callflow
– In-depth real-time error reporting
Custom Development & Integration
Fully extend the power of Cisco’s Contact Center with the addition of custom desktop integration with CRM, ERP, and other back-end data systems, as well CTI OS desktop development, Finesse widgets, and custom data broker development.
Unified Contact Center
Designed to meet the needs of the medium to large contact center, or one with complex requirements that may include multi-channel customer interaction, IVR self service, precision routing and outbound dial campaigns.
Addressing Common Needs
CtiPath are experts in solutions to address common needs of medium to large organizations, such as:
– Courtesy Callback (Virtual Hold)
– Outbound Dial Campaigns
– Hosted & Overflow IVR
Vitals Managed Services – Proactive management and preventative maintenance to support the availability and reliability of your entire Contact Center footprint.
Vitals Enterprise Services – A suite of flexible professional services offerings that enable streamlined day-to-day call flow and platform adjustments, and can allow your organization to offload some or all of your Contact Center support burden to CtiPath.
Vitals Assurance Services – Additional services that help you get the most from your Contact Center, such as:
– Realtime business intelligence
– Cloud-based callflow testing
– Daily, encrypted backup and DR
– Compliance & capacity management