Cloud for Customer的CTI集成的一些资源链接

Genesys is a private telecommunications company selling customer experience and call center technology to mid-sized and large enterprises. Headquartered in Daly City, California, Genesys was founded by Gregory Shenkman and Alec Miloslavsky in October 1990. Its initial funding of $150,000 came from loans made by the founders’ families. Today, it has an estimated revenue of $850 million and employs more than 3,000 employees from its offices in Canada, Latin America, Europe, Middle East, Asia, Africa, and Australia.
语音转文字 -比较成熟。
市面上 Google Baidu.
OP CPU
300 24 5年前计算资源要求 矢量计算 GPU
There are two prerequisites to achieving telephony integration via CTI adapter:
● There must be a telephony client running on the agent’s machine
● It must be possible to make a simple enhancement to such client, in order to make a parametrised HTTP call to localhost whenever the agent receives a phone call
●
CTI应用范围广泛，internet以及通信技术的飞速发展带动了CTI的发展和应用范围。如我们常听到的:互联网电话、交互式语音应答、语音邮件和视频会议等，都在相应的市场得到了广泛的运用。 CTI(computer telephony integration)，即计算机与电话集成):是指在现有的通信交换设备上，综合计算机和电话的功能，使其能提供更加完善、先进、快速的通信方法。可以说，CTI是一项技术，是一项集成技术。 计算机系统所能提供的:良好的用户界面、庞大的数据库、优良的应用软件…… 通信系统所能提供的:电话、呼叫控制…… 两者之间集成将会提供:基于呼叫的数据选择、软外拨、呼叫排队、呼叫监视、智能路由、屏幕管理和语音…… CTI可以应用于通信的任一方面，从呼叫中心(callcentres)到桌面(desktop)都可以见到CTI
Genesys软硬交换都做
SAP contact center是SAP的产品，只支持基本的功能，连forward给其他座席都不行。Skype. 华为, 思科交换机，
1天400个电话及格，500个电话，600个电话。

Avaya Cloud integration is supported. We offer standard widget based interface for all Cloud players, including Avaya. We understand that traditional on-prem Avaya customers, whom we already support through our CTI integration, are moving to cloud. Customers or SI develop these widgets to enable cloud based integration.

CTI Integration approaches overview –
https://blogs.sap.com/2017/03/13/whats-new-in-1702-sap-hybris-cloud-for-customer-call-center-integration-in-rui/
Guides - https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/8ccee879241742fc824eff0bfe7da9e1.html
Architecture - https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/ea6642fba213485dae3f01f41896b35c.html
Note - For Second Option, Integration via Embedded Widget, , same set of parameters supported as local adapter. These are - https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1702/en-US/2534475c2bb544ffbbde4fbfe60da58f.html

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