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Implementing CTI Using the Microsoft Speech Server on CRM/Contact Center Environment

  • June 15, 2004
  • By Xiaole Song
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Implement CTI Features Using Vendors Programming API

In preceding sections, I described how to integrate MS Speech Server with Intel, Cisco, and Genesys CTI in applications or on a database level. Actually, you can use the CTI vendor's programming API to develop and customize complicated CTI features and integrate with MS Speech Server based on the MS .NET Framework. Because all APIs of Intel, Cisco, and Genesys provided the unmanaged components based on C/C++/Java, when you want to use them in a .NET development environment, you have to do some additional jobs. I will describe how to implement CTI using unmanaged programming API in the next article.

Conclusion

MS Speech Server can seamlessly integrate with different vendor's CTI products on different level. Also, the MS speech application SDK can provide a powerful tool to help customers implement speech IVR and integrate CTI quickly.

About the Author

Xiaole Song is a professional on designing, integrating and consulting CTI, Contact Center, IVR, IP Telephony, CRM and Speech application. He has performed various roles for Intel, Dialogic and Minacs, etc. Feel free to email any comments about article or consulting services at xiaole_song@yahoo.com.



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