Call centre specialist DTS Business Solutions, together with US CTI provider Genesys, has developed and installed a bespoke CTI application for Sitel, one of the UK's largest telemarketing organisations.
The system combines a Harris switch with software developed by Genesys to provide bespoke desktop CTI capabilities. Initially installed as a pilot scheme for Sitel's Stratford site, it is planned to update all six of the company's Harris switches at its other offices across the UK. According to Ian Clease, Sitel telecommunications manager at Stratford, the project promises greater application building flexibility and will ensure complete Year 2000 compliance throughout the Sitel network. He said: "As a tele-services company, we're always looking for ways to improve our communications abilities. The system developed by DTS and Genesys draws on the strengths of the Harris switch. When unfolded across all our sites, the system will offer unparalleled CTI and advanced ACD flexibility."
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