CTI Outbound

The main articles are:

• Call Center: Purpose, Types, and Tasks
• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Biometric identification technologies

2022: CTI Outbound 7.4 with Automatic Speech Recognition Technology

Business integrator CTI on October 18, 2022 announced the modernization of the CTI Outbound automatic call platform. The release of version 7.4 adds automatic speech recognition technology and a number of updates to significantly increase the speed of information and increase customer loyalty.

Recognition of answering machines used by subscribers allows you not to transfer such a call to the operator, saving his time and increasing the efficiency of the contact center as a whole. The introduction of such solutions also contributes to maintaining loyalty: by determining the answering machine, the platform will transfer the call, and the client will receive information at a convenient time. In the CTI Outbound platform, this feature is realized through the Voice Analyzer component and the additional implementation of automatic speech recognition (ASR) technology.

During the call campaign, the Voice Analyzer service determines the type of party that is making the call. If Voice Analyzer recognizes the call as a person, an additional check is performed on the VOSK component. Voice calls are converted into text for comparison with the values ​ ​ of the directory of typical key phrases of short answering machines. If the spoken phrase is contained in the dictionary of the VOSK module, the subscriber is defined as an answering machine. The call is not transferred to the operator, but is postponed to a later time and date or excluded from calling when the number of unsuccessful attempts is exceeded. If the subscriber is defined as a person, the Outbound platform switches the call to the operator, plays a welcome message or performs other actions provided by the algorithm.

We are seeing an active spread of dialog services, including voice format. Therefore, it is important that the outgoing call systems are able to work with them, "said Leonid Perminov, head of contact centers, CTI. - The updated release of the CTI Outbound platform adds the ability to identify voice answering machines, thereby increasing the efficiency of the contact center by reducing the time to make calls to unavailable subscribers.

One of the promising options for applying the updated CTI Outbound functionality is related to integration with Internet of Things monitoring and analytics platforms. For example, CTI's own IoT Engine platform provides 24-hour online monitoring of industrial equipment. When integrating CTI systems, Outbound automatically sends messages or calls responsible persons, notifying them of the process status. In the event of critical defects, breakdowns, malfunctions, the speed of information is very important. Therefore, recognizing unavailable numbers using the new functionality of the CTI Outbound platform will allow you to quickly switch to another contact and quickly inform about the incident.

For large corporate clients, the Outbound platform has the ability to integrate several contact centers. This is relevant for geographically distributed businesses that are interested in combining data on call campaigns across all regional missions.

CTI Outbound is the company's own development designed to automate outgoing calling. The platform allows you to significantly increase the speed of information and increase customer loyalty. The CTI Outbound system is effective in both small contact centers and large CTI client companies from the financial, retail, industrial and other industries.

2012: CTI Outbound 5.0

CTI Outbound 5.0 was released in the fall of 2012 with support for Cisco UCCE Parent/Child technology.

"This technology allows customers to build geographically distributed contact centers, united by general rules for call processing and statistics," says Denis Stepanov, head of the CTI product development group. "Over the past few years, CTI has gained extensive experience in the successful implementation of projects using the Parent/Child model."

CTI Outbound 5.0 allows you to call customers with the simultaneous participation of operators of several subsidiary contact centers at once.

The new version of the product has a number of additional advantages:

• advanced prediction algorithms for Predictive call mode. Now users have the ability to set the operator's wait time for the next call and adjust the probability of a call before the specified time expires;
• improved subscriber type recognition algorithms (voice, fax, answering machine, "silence" on the line and others), which increase the load of contact center operators with useful calls by 20-30 percent;
• Modified product licensing mechanism to allow customers to receive all technical support updates free of charge.