CTI Group says the SmartInteraction Suite provides organizations of all types and disciplines with a comprehensive platform for recording, evaluating and taking action on valuable phone-based customer interaction. Compatible with BroadSoft’s BroadWorks UC platform, the Avaya Aura IP communications platform and Cisco’s Unified Communications Manager, CTI calls the SmartInteraction Suite a highly configurable toolset which incorporates the companys call-recording solution, SmartRecord, with the advanced speech search and analytics technology from Aurix integrated within it. By designing the Suite with the Aurix phonetic analytics incorporated, contact centers of any size are able to take advantage of the benefits that this advanced functionality offers at a cost-effective price, the company said.
CTI Group says the SmartInteraction Suite has been developed with the robustness demanded by large enterprises and contact centers but with the scalability required to meet the needs and budgets of the SMB and small to medium-sized contact centers.
"Throughout the development of the SmartInteraction Suite, we surveyed our contact center customers about what features and functionality they wanted out of their communications management system,” said Sid Rao, CTO of CTI Group. It is vital to us that we deliver a solution that not only meets their initial needs but also provides a number of features beyond their immediate requirements. By integrating speech search and analytics within the Suite, organizations are able to capture the ‘voice of the customer,’ enabling them to identify the vital trends which can have a significant impact on future sales."