Computer Telephony Interfaces

ASPone have developed interfaces to a number of Computer Telephony Interfaces (CTI) that work in conjunction with the suite of ASPone Content Integration Platform (CIP) components.

Data Sources

Market Data: all data sources, for which ASPone have developed a feed handler, can be integrated into the CTI application. Feed handlers have been developed for a number of quote vendors which carry information pertaining to a wide range of asset classes covering both Exchange traded and OTC markets. Real-time dynamic data and reference data can be presented to users in the form of prices, tables and charts.

Customer Relationship Management (CRM): information from CRM systems can be integrated and displayed alongside market data. CRM information is typically accessed using the Telephony Application Programming Interface (TAPI) or via direct connectivity to a database using ODBC for example.

Internal Data Sources: in addition to the integration of third-party market data and CRM information, it is also possible to incorporate supplementary information from internal systems including back-office deal entry systems. The presentation of this information allows users to have a full display of all pertinent information associated with a particular caller, organisation, security etc.

Interaction: changes to the CTI display are triggered from updates from the telephony system itself or by direct interaction from the user. Typical events are:

• Internal call coming in, via telephony system
• External call going out, via telephony system
• Direct user interaction before making an external call based on client telephone number
• Selection of a particular market or security