CDC Software Amazon CTI
CDC Software's CTI solutions provide a quick and cost-efficient integration for multiple systems.
CDC Software’s cloud-based CTI solutions empower companies to quickly and cost-efficiently integrate their Amazon Connect Telephony and Freshworks CRM systems, giving call center agents the information they need to delight customers on each and every call.
With CDC, agents are delivered caller information via CTI screen pop – name, location, service history and more – before they can even say “hello.” Users, tickets, and items are created in real time, with no manual work necessary.
The CDC Amazon Connect Telephony - Freshworks CRM integration solution combines a robust core engine with prebuilt connectors, dramatically reducing the time, effort, and expense of call center process automation and integrations. CDC currently supports Amazon Connect and over twenty-five telephony systems out of the box, with the ability to develop other systems within weeks.
Some telephony systems supported "out of the box" include: Avaya, Cisco, Digium-Asterisk, Digium-Switchvox, Siemens, Vonage, inContact, Broadsoft, Mitel, Genesys, Nokia (Alcatel), Amazon Connect, ShoreTel, Fonality-NetFortris, and Microsoft Teams. Other telephony systems supported based on customer requirements.
A CDC Platform implementation, due to the complex nature of most enterprise customer's telephony environments, requires an initial discovery session with the customer. During this session, information will be gathered about the customer's existing telephony system.
On completion of the discovery session conference call, the platform will be configured with the rules required to enable the desired behavior and deployed within the customer's premise, cloud, or hybrid environment. Typical installations are completed within 2-3 weeks.