Sprint Computer Telephony Integration

Overview

Leveraging Technology for Better Business.

Smart companies are always looking for ways to do more with less. With CTI from Sprint all kinds of businesses -- call centers, corporate offices, hospitals, universities and others -- are finding new ways to automate their businesses, to increase their productivity and to serve their customers better.

CTI technology allows your business to leverage the power of computing, networking and telephony. With a CTI-enabled application, you can tailor your communications system to provide such business advantages as interactive voice response (IVR), intelligent routing and agent workflow automation.

Competition is fierce, so every advantage counts. With CTI solutions, businesses have reported drastically improved results -- some have even increased their productivity by up to 300 percent! Take a look around and find out how Sprint's CTI solutions can make your business leaner, faster and more customer-friendly.

Sprint's Seamless CTI Solutions

Features and Benefits

What is CTI?
Computer Telephony Integration is a broad term covering a range of different platforms, technologies and services. In a nutshell, CTI refers to the exchange of commands and messages between computers and telephone equipment. With CTI technology, your company can integrate applications such as interactive voice response (IVR), intelligent routing and agent workflow automation -- and many others -- into your telephone system. CTI automates several functions, which in turn increases the number of calls your agents can handle, which, of course, increases productivity and saves your business time and money.

Is CTI Right for Your Business?
If you require a basic touch-tone/interactive voice response system or a complex system that allows you to route calls to the best available agent, Sprint can find or design the best CTI solution for your business.

What's New!
Check out our two new call center solutions: Symposium from Nortel and Genesys Call Center Suite.
Interactive Voice Response (IVR)
This application enables a computer to recognize touch-tone dialing or spoken words. IVR automation has been successful in reducing the number of calls requiring live assistance by 50 to 75 percent.
Intelligent Routing
With this application, automatic number identification or caller identification is used to route calls immediately to available agents or service representatives. By determining an appropriate match between incoming callers and available agents, this "intelligent" or "skill-based" routing can improve customer satisfaction and also help optimize call center resources by saving up to 30 seconds per call transfer.
Screen Pops
This application prompts agents or service representatives with automatic number identification or caller identification "screen pops," which display caller information in milliseconds on their computer screens. Screen pops have been proven to save 20 to 45 seconds per call, which can translate to specific, quantifiable performance gains, such as shorter queues and more transactions per agent.
Text-to-Speech Processing
Text-to-speech processing allows written information to be converted into "spoken" words. Much like when you call to request your account balance, the system reads a text file, and is able to relay a voice message to you.
Screen-Based Telephony
This service allows employees to control their phone through their PC. They simply point and click to search a calling list, preview a number and speed dial.
Predictive Dialing
Predictive dialing refers to programmed systems that dial phone numbers and connect the called party to an available agent. In the case of a busy signal, the system automatically moves to the next number on the list until it makes a connection. Call centers that dial out, such as telemarketing or credit collection services, have achieved productivity improvements from 70 to 300 percent using this service.
Unified Messaging
This service combines your voice mail, fax and e-mail messages and allows you to review them selectively. You'll be able to respond to priority calls faster and save time.

Beyond Call Centers

Solutions for a Growing Market
The integration of computer and telephony technology for specific business applications is a dynamic and growing market. CTI has found useful applications in such diverse industries as retail, health care, manufacturing and education. In fact, by 1999, it is predicted that there will be as many CTI seats as call center seats -- about 5 million! And by 2002, desktop CTI revenue is predicted to surpass call center revenue.

Here are some examples of CTI-enabled, industry-specific applications that are being implemented today:

Education. Schools and universities rely on CTI-enabled applications for handling course registration, providing distance learning, on-line tutoring and homework hotlines, dispensing financial aid information and maintaining truancy reporting. The education market accounts for over 7.5 percent of all U.S. CTI installations.
Health Care. With CTI applications, hospitals and medical offices can handle patient, pharmaceutical and insurance information, schedule appointments, forward medical transcripts and provide distance medicine.
Government. Government agencies utilize CTI technology to take surveys, disseminate visa information, manage voter registration and election results, provide government services hotlines and offer postal series. Nearly 8 percent of all governmental agencies currently utilize CTI applications.

The Sprint Solution

A Single Source Provider
Why Sprint? Because Sprint can provide your business with a full portfolio of communications solutions. We can integrate your company's premises hardware and software with computers and local, long-distance and wireless communications to give your business an edge. You'll not only have our highly experienced technical staff implementing your project, but you'll also benefit from the resources of our strategic CTI alliances. The result is an end-to-end business solution that helps you improve your overall performance and outdistance your competitors.

Our team of in-house Business Integration Services professionals will work with you to provide end-to-end business support, including:

Applications development
System design
Integration expertise
Project management
Technical support
Ongoing support

With our solutions approach to business, Sprint wants to be your strategic consultant and your single source for CTI applications development.