Cloud for Customer的CTI內建的一些資源連結

Genesys is a private telecommunications company selling customer experience and call center technology to mid-sized and large enterprises. Headquartered in Daly City, California, Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990. Its initial funding of $150,000 came from loans made by the founders’ families. Today, it has an estimated revenue of $850 million and employs more than 3,000 employees from its offices in Canada, Latin America, Europe, Middle East, Asia, Africa, and Australia.

語音轉文字 -比較成熟。

市面上 Google Baidu.

OP CPU

300 24 5年前計算資源要求 矢量計算 GPU

There are two prerequisites to achieving telephony integration via CTI adapter:

● There must be a telephony client running on the agent’s machine

● It must be possible to make a simple enhancement to such client, in order to make a parametrised HTTP call to localhost whenever the agent receives a phone call

●

CTI應用範圍廣泛，internet以及通信技術的飛速發展帶動了CTI的發展和應用範圍。如我們常聽到的:網際網路電話、互動式語音應答、語音郵件和視訊會議等，都在相應的市場得到了廣泛的運用。 CTI(computer telephony integration)，即計算機與電話內建):是指在現有的通信交換裝置上，綜合計算機和電話的功能，使其能提供更加完善、先進、快速的通信方法。可以說，CTI是一項技術，是一項內建技術。 計算機系統所能提供的:良好的使用者界面、龐大的資料庫、優良的應用軟體…… 通信系統所能提供的:電話、呼叫控制…… 兩者之間內建将會提供:基于呼叫的資料選擇、軟外撥、呼叫排隊、呼叫監視、智能路由、螢幕管理和語音…… CTI可以應用于通信的任一方面，從呼叫中心(callcentres)到桌面(desktop)都可以見到CTI

Genesys軟硬交換都做

SAP contact center是SAP的産品，隻支援基本的功能，連forward給其他座席都不行。Skype. 華為, 思科交換機，

1天400個電話及格，500個電話，600個電話。

Avaya Cloud integration is supported. We offer standard widget based interface for all Cloud players, including Avaya. We understand that traditional on-prem Avaya customers, whom we already support through our CTI integration, are moving to cloud. Customers or SI develop these widgets to enable cloud based integration.

CTI Integration approaches overview –

https://blogs.sap.com/2017/03/13/whats-new-in-1702-sap-hybris-cloud-for-customer-call-center-integration-in-rui/

Guides -

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/8ccee879241742fc824eff0bfe7da9e1.html

Architecture -

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/ea6642fba213485dae3f01f41896b35c.html

Note - For Second Option, Integration via Embedded Widget, , same set of parameters supported as local adapter. These are -

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/2534475c2bb544ffbbde4fbfe60da58f.html