The objective of a CTI discovery is to clearly understand and document the technology, business issues,and resources required to undertake a CTI project and achieve success. At the completion of the CTI Discovery, Logical Software submits a ‘CTI Discovery Report’ detailing our findings and recommendations. Using the information in this report, your team can clearly define the scope for your CTI project, the technology requirements, costs and duration and expected results and benefits.

Why undertake a CTI Discovery?

Enterprises' face large challenges and risks introducing new CTI/CRM technologies into their call centers.

CTI projects can be lengthy and costly and impacts on many departments and individuals. Complicating CTI development is the proprietary nature of individual Tele-communication vendor’s equipment and the intricacy of legacy networks and databases.

Thus, the risks in every CTI Project are high – missed deadlines, cost overruns, and call center objectives not achieved. Typically, these risks arise by underestimating the technical complexities and time required for a CTI project. However, the benefits of CTI can be significant, consisting of;

• Improved customer service levels,
• Increased agent productivity,
• New revenue opportunities
• A competitive advantage

Logical Software’s CTI Discovery process ensures your project team achieves these benefits and avoids the risks. How? By drawing on our 10+ years of telecommunication expertise and call center experience to help your team complete a thorough CTI Discovery. This process ensures your team clearly identifies the risks associated with a large CTI project and develops an effective plan to avoid them.

Whether you are just starting the CTI exploration phase or have already committed to implementing new CTI technologies, Logical’s CTI Discovery is a powerful tool for achieving project success.

The CTI Discovery Process

Over the past 10 years Logical Software has earned an enviable reputation for meeting the difficult challenges of building cost effective CTI and call center solutions around diverse telecom and legacy infrastructures. An essential part of this success is our ‘CTI Discovery’ process.

During a ‘CTI Discovery” we work closely with your project team to clearly identify;

• The overall scope of your CTI project.
• The best technology path and products to investigate.
• The resources and implementation time required to achieve success.
• The essential challenges to overcome and roadblocks to avoid.

At the completion of the discovery process, your project team will have a complete and reliable blueprint for implementing a successful CTI project. The Discovery will document the objectives to be achieved with realistic costs and completion times. Using the ‘CTI Discovery Report’ you can proceed with confidence to implement your CTI project.

Getting started with the Discovery Process

Logical Software provides a quick and easy way (and at no cost) to determine how the CTI Discovery process can benefit your project.

Discovery Consultation

Our first step is to get to know you and your organization, the background behind your project and the desired outcomes. The fastest and least expensive way to do this is via a teleconference with your key Call Center, Telecom, and IT personnel. Select 2 – 3 persons from this group and schedule a conference call with our CTI specialists.

During a 45–90 minute call, we will review your project objectives, corporate, call center background, and collect the information necessary to determine how a CTI Discovery will assist your team. There is no charge for this service.

Discovery Quotation

Based on the information obtained during the teleconference we will provide written recommendations on how a CTI Discovery will benefit your project. This will include a quotation outlining the costs and time to complete a CTI Discovery. This quotation will be delivered to you within 10 days of the teleconference. This is no charge for this service.

Going Forward

Upon receipt of our Discovery Recommendations and Quotation, your team will be able to clearly identify the benefits of completing a CTI Discovery for your project. When you decide to undertake a CTI Discovery, Logical Software will work with your project team to complete the discovery work outlined in our quotation.

Our Vision

Logical Software provides industry expertise, applications and development tools that reduces the implementation risk, time and costs for CTI projects. Our solutions improve our customers’ business services while maximizing the use of their existing telephony infrastructures. To each of our clients we bring a high level of professionalism, an in-depth understanding of telecommunications technology and call center operations, and the business practices necessary for achieving customer service excellence.

To find out more about our company, products and the discovery process please visit our web site at www.logicalsoft.com or call us at 604-419-3939 Ext. 3924.

"In my mind, Logical Software always accurately assessed our requirements. Their advice and recommendations were precisely stated in terms of the project’s deliverables and the risks, costs, effort, and time to achieve these."

W. Kym Wittal, Chief Technology Officer
SaskTel, 2001