Crystal CTI™

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.

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