The purpose of the CTI Server Protocol is to provide a message based interface to the CTI Server. The protocol provides for Session and Application Management. Once a TCP/IP Session is established, a client application can utilize any of a number of services.

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The Computer Telephony Integration Object Server (CTIOS) is Cisco's next generation customer contact integration platform. CTIOS combines a powerful, feature-rich server and an object-oriented software development toolkit to enable rapid development and deployment of complex CTI applications in Java, .NET, COM or C++. Together with the Cisco CTI Server Interface, CTIOS and Client Interface Library (CIL) create a high performance, scalable, fault-tolerant three-tiered CTI architecture.

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The IVR-PG protocol provides for IVR (VRU) applications/systems to communicate with the ICM and Contact Center Enterprise/Hosted system to provide VRU status and data to ICM, make ICM requests, or handle ICM instructions.

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Cisco's Enterprise Contact Center solution provides a set of Cisco tools that help contact center management to configure, administer and monitor contact center operations. These tools simplify operation and optimization, giving managers more time to assess their overall service to customers. In leveraging this service creation environments, applications such as ICM Script Editor, CVP Studio, and IP IVR Application Editor offers the following benefits.

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The Enterprise Application Gateway provides a mechanism for Intelligent Contact Manager (ICM) or Contact Center Enterprise (CCE) the ability to communicate with an external application using a simple request/response mechanism

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Cisco Unified Intelligence Suite provides historical and real-time reporting and analysis of contact center activity.

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The Cisco Contact Center Express Computer Telephony Integration Protocol (UCCXCTI) provides for Cisco partners to develop custom 3rd party agent and supervisor softphone applications similar to what is provided by the Cisco Agent Desktop (CAD). Applications using this TCP/IP socket based message protocol can receive event information for Unified CCX agents and calls and can provide agent and call control. In addiiton, applications can receive configuration information as well as statistics information on a realtime basis.

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Customer Voice Portal customization capabilities allows you to create custom elements that look, act, and operate just like Cisco-provided elements to create completely custom voice, action, or any other functions you want in the self-service call flow. This allows you to create your own interfaces to other systems or completely take control of the dynamic VoiceXML created by the software while retaining multi-platform compatibility. You can also create custom Plug-ins for complete control of the "Say It Smart" audio transformation technology to make your own mapping tables of abbreviations to full names, control readback of currency, special account numbers, and more.

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Key Business Advantages

• Aligns the contact center with your business strategy to help ensure unique, personalized service to each customer based on customer data in your enterprise
• Makes the contact center flexible enough to change as your business changes
• Reduces costs by queuing at the edge of the network and directing customer interactions to more cost-effective, personalized self-service applications
• Creates a consistent, world-class customer experience by providing a transparent transfer of information from voice and video self-service to agent-assisted service