Sounds promising
aviso GmbH Uses Dialogic CT-Connect to Create Interface Between Telephones and SAP R/3
October 22, 1998 11:13 AM
LONDON--(BUSINESS WIRE)--October 22, 1998--
CTI Software Improves Call Handling Efficiency and Caller Satisfaction
aviso GmbH and Dialogic Corporation DLGC announced the availability of a powerful computer-telephone interface for use with SAP(tm) R/3(tm) business application solutions. The new aviso product, ClienTel, uses Dialogic CT-Connect(tm) to provide telephone-related features to R/3 client desktops. The standards-based ClienTel software coordinates incoming calls with call-related data and feeds that data directly to R/3 desktop applications, making it easy for the user to continue processing the call. The resulting information flow makes internal and external business communication more efficient, significantly improving customer service levels.
ClienTel implements computer-telephone integration (CTI) features by delivering call data to R/3 desktops in response to call activities at corresponding telephones. Using CT-Connect to monitor the progress of calls, ClienTel delivers the correct caller-related data to each R/3 desktop at the appropriate moment. ClienTel users can also make outbound calls directly from the R/3 desktop -- a single keystroke, and the call is automatically dialed. By managing call-related data as calls move through the workplace, ClientTel can help improve the flow of information in any customer service oriented organization.
"SAP R/3 becomes even more effective in combination with CTI features," said Wolfgang Schmidt, Chief Executive Officer of SAP Systemhouse. "Important customer communication often happens over the telephone, and R/3 users are often serving telephone customers. CTI features provide better communication with these customers, and enable improved levels of customer service. We expect many of our customers will want to add CTI capabilities to their R/3 installations."
"ClienTel is designed to coordinate telephone calls with the business data available in R/3. This provides two principal benefits," explained Dirk Sasse, Managing Director of aviso GmbH. "Customers save time and money by correlating and displaying R/3 data with incoming and outgoing calls, and they can collect statistical data linking call information with customer records to identify cost-intensive portions of the business process. These can then be re-engineered for greater efficiency."
"aviso has provided CTI features for use with R/3 enterprise business application solutions, and this is a significant development in the business software industry," said Geno Alissi, General Manager of the Dialogic Computer-Telephone Division. "Customers are realizing that telephony features can add significant value to enterprise applications. We have designed CT-Connect and its related products to link easily to these applications, and to support the high transaction volumes that enterprise applications generate."
ClientTel can operate with any R/3 solution from Release 3.1G onwards without modification. The current version of ClienTel, available immediately, operates with the Siemens HICOM 150E Office telephone system. aviso plans support for additional telephone systems in future ClienTel releases using the extensive switch support present in CT-Connect.
ClienTel is being shown at the Systems exhibition in Munchen, Hall B4, and in the Dialogic exhibit at Voice Europe in London. For more information about ClientTel, please visit the Web site at clientel.com.
About Aviso
aviso GmbH has been developing CTI, voice response and voice mail systems since 1993. All aviso CTI systems are optimised for integration with enterprise applications. Since 1994, aviso IVR systems have enabled access to enterprise data stored in SAP R/3 solutions to maximise workflow efficiency, such as for automatically retrieving up-to-date stock levels.
About CT-Connect
CT-Connect is a call control server capable of connecting many popular telephone systems to a variety of data processing environments. CT-Connect supports comprehensive call control and call monitoring by mapping the telephone systems' varying CTI protocols and messages to a common CSTA-based call and information model, and managing the flow of telephony service requests and status messages between the server and multiple concurrent application systems.
About Dialogic Corporation
CT-Connect was developed by the Dialogic Computer-Telephone Division, Lowell, Massachusetts USA. Its development team and its professional services arm, the Synapse Group, are internationally recognized both for their experience with CTI technology and applications, and for their contributions to international CTI standards. For additional information about CT-Connect, visit the CT-Connect section of the Dialogic Web site at dialogic.com.
Dialogic Corporation is the leading manufacturer of high-performance, standards-based CT components. Dialogic products are used in voice, fax, data, voice recognition, speech synthesis, call center management, and IP telephony applications in both the CPE and public network environments. The company is headquartered in Parsippany, New Jersey, with regional headquarters in Tokyo, Brussels, and Buenos Aires, and sales offices worldwide. For more information, visit the Dialogic Web site at dialogic.com.
Dialogic and the Dialogic logo are registered trademarks, and CT-Connect is a trademark, of Dialogic Corporation. ClienTel is a trademark of Aviso GmbH. SAP and R/3 are trademarks of SAP AG. All other names, products, and services mentioned may be trademarks or registered trademarks of their respective organizations.
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