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Connection Assistant®

Connection Assistant software, a Collaboration and Presence tool, offers call management capabilities through Computer Telephony Integration (CTI). This CTI application links workgroup members to each other, as well as to their desktop resources. Associates can receive convenient application screen pops, key customer information and frequently-used Web applications to enable superior call management. Using a flexible rules-based system, your team members can assign actions to specific events occurring at their extensions. In doing so, calls can be diverted to a particular person, department or voice mail, maximizing call routing efficiency. Or, users can create rules to automatically play a sound file or open a Web page for important calls and much more. Additionally, team members can transfer conversation notes with inbound, external calls and view their fellow co-workers' availability status.

Improving Business Processes

• Automate call handling without involving the company telecom manager
• Reduce the time associated with manually looking up contact information and opening applications
• Facilitate personalized customer service through enhanced call management features
• Provide quick and easy call handling with the click of a mouse
• Enhance group synergy by connecting team members to each other for efficient collaboration
• Identify abandoned calls or quickly return missed calls using call tracking features