intelli-CTi for Unified Service Desk (USD) is a ready to use integrated Computer Telephony Integration (CTI) solution optimized for USD, based on our proven intelli-CTi for Dynamics 365 technology. In keeping with the ‘single pane of glass’ approach of USD, intelli-CTi embeds call controls so that agents can identify callers, handle calls, and dial out without having to leave the application.

Why would you need intelli-CTI for USD?

• You need your phone system to be connected to your USD environment

• You don’t want to waste time and money coding your own CTI solution

• You don’t want to spend your time supporting an unstable, bespoke CTI solution

• You want a low effort CTI solution that delivers high value

• You need your inbound callers to be quickly and accurately matched with your customer records

• Your agents need to be able to handle multiple calls simultaneously

Intelli-CTi allows for a seamless connection to your CTI enabled telephone (TAPI, TSAPI, CSTA, MiTAl, OAI), including Voice Over IP (VOIP) and Skype for Business. It also provides Citrix/Terminal Server support.

intelli-CTi for Unified Service Desk provides insight about your caller or call within the users' USD desktop, allowing users to fully interact with their business applications whilst maintaining complete control of the telephone call. Providing the following benefits and more:

• Streamlined telephony activity within your business

• Improved customer relationships, customer service, and customer satisfaction

• Improved telephone call productivity and throughput

• Personalized telephone call interaction - identifies callers automatically

intelli-CTi for Microsoft Unified Service Desk

by intelli-CTi