CTI Integrated Routing is a customized integrated solution which leverages statistics from your CTI enabled telephone switch such as Cisco, Avaya or Nortel, as well as other data sources - to compute the best route between two or more sites, or SIP end-points. The complexity of the calculation depends on the data provided by your switch, but it may include:
- Agent Availability
- Average Handling Time
- Average Speed of Answer
- Customer Satisfaction
It can include other metrics fed by you CTI enabled PBX. Other data feeds can also be integrated to determine the best-site routing based on location of the customer, language, time of day or even demographic information.