Over the past 10 years, Logical Software has participated in many successful CTI projects in a variety of industries. These range from single site call centers to large complex projects spanning multiple call centers and diverse telephony infrastructures. Our clients have saved tens of thousands of dollars by gaining the best that CTI has to offer without having to write off their current investments in hardware and software.

Large Multi-Site Financial Institution

Logical Software’s logicalCTISuite was used to link multiple call centers using skill based routing in five separate locations. Multiple telephony hardware and CTI engine configurations were integrated into a single virtual call center. This major CTI project created a seamless, load balanced, fully integrated customer service operation capable of handling a peak of 40,000 calls per hour.

Large Utility Company

A large utility seeking to improve the quality of its telephone customer support and to reduce customer service costs relied on Logical Software to assist in providing the CTI solution for linking call centers in four cities into a virtual call center. For agent desktops, the utility implemented logicalAgent, Logical Software’s CTI agent softphone application. Logical Software worked closely with the customer’s IT and call center managers to implement the CTI project within a multi vendor telephony infrastructure.

Major Telecommunications Provider

A government owned telecommunications company (handling over one million service calls per year) needed to introduce effective CTI technology to replace older internally developed applications. Logical Software developed the CTI project and worked with the customer to define and prioritize the introduction of the new CTI technology.

Agents loved the new screen-pop and call wrap technologies, and call transfer that were introduced as part of the CTI project. Agents felt that the CTI capabilities had a positive impact on the service they gave their customers and on their own call productivity.

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