WinMac Windows and Internet Consulting - Clarify

Clarify (Amdocs)

Architect, CTI Developer, Instructor Developer

Clarify offers an enterprise wide front office product. The product is highly customized at each site and offers unified customer communications tracking. Whether a customer contacts an enterprise by web, phone, or email, the support or sales personnel can instantly see customer information while conversing with the customer. Information includes past history which enables a better customer contact experience and upselling.

WinMac created the client's computer telephony interface *(CTI)* solution. When a customer calls, the personnel will see customer information "pop up" on his screen. This can be based on caller ID, touch tone keypad entries, or voice recognition. Response is typically within one or two seconds allowing personnel to preview calls before answering. Another important feature developed was support using the PC to replace teleset functions including call hold, transfer, dial, and conferencing.

WinMac trained field Engineers to customize and deploy the CTI product. WinMac also returned to assist in a second release of CTI in preparation for thin client support.

The diverse third party equipment interfaces required creating a non-trivial virtual API and workflow to insulate higher level software from these differences. Telecom products from Lucent, Nortel, Intel and others were used. End clients include the Microsoft technical support department. involving more than 4000 users.