"ARC (Samsung's CTi provider) went into liquidation in December 2004. Samsung advise that a replacement supplier will be in place soon - watch this space."
Applications
like Arc's CTI suite, link company-wide databases with the telephone
system at a deeper level. It provides workflow capability for
telephone users and more complex interaction between applications
and calls.
This type of application used to be seen only in larger,
more specialised call centres in sectors such as financial
services, insurance and so on. But with 1st party CTI starting
for only £200, people are able to see the advantages
for a small cost. Many (both small and large) organisations
having tasted the benefits at the 1st party level, have now
moved towards 3rd Party CTI.
The basic difference between the two is "1st Party"
is where a number of PC's are individually integrated with
the telephone system and "3rd Party" is where the
"Network Server" is integrated passing the benefits
to all users of the network.
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