• Customers may not like the fact that organisations perform customer identification and verification once through an automated system and again to an agent.
  
  
• Often business applications are not linked together completly so as a call moves between automated systems and agents, time can be wasted and errors can be made
  
  
• Information about a customer not provided to an agent at the right time can cause delays,disempower an agent and hence, cause the business to loose potential opportunities.

Enjector Software provides several Computer Telephony Integration (CTI) solutions that provide information exchange and control over telephone calls. It enables functional integration of the telephone network, computer based business applications and resources such as agents in order to provide the right information to the right people at the right time.

These can:

• Reduce data entry error.
  
  
• Reduce agent handling time. 
  
  
• Record the activity history between the customer and the organisation, which is valuable for reporting purposes as well as for the agent who can quickly understand what has happened in the past.

For example a Screen Pop is an effect of CTI working in concert with a business application that provides an agent with a wealth of customer information including current and past interactions – a 360 degree view of the customer. Much of this information would usually be summarised on screen in context of the option they presses and their account number using an automated system.

• Integrate with many commercial and customer made common desktop and web based business applications.
  
  
• Work securely over the network.
  
  
• Integrate with many common telephony based systems.
  
  
• Provide call control functionality such as hangup, hold, conference and transfer even though the agent’s phone may not provide this level of functionality.

• Interaction Manager
  
  

• ING Direct Spain