Crystal CTI (Computer Telephone Interface) is an agent desktop tool. The tool manages the connections between the Crystal Call Center system and third party systems (CRM, sales management, ERP.) Crystal CTI is also a tool to manage and report on agent and queue operation. VIC is the Crystal CTI agent, it performs the following functions:
- Logs into the system as agent or supervisor.
- Reports agent’s status: pause, mission, brake.
- Shows an agent’s performances and efficiency.
- Shows an agent his queues status. Gives drag and drop call transfer between agents and between queues.
- Pops up a CRM, chat or any other session to a connected system (CRM, sales management, ERP.) A related application screen pops-up in the CTI client application.