We see the partnership with CTIG as a natural addition and extension to the Telecommunications services we are currently offering our clientele through APAC. We had been seeking a partner to enable us to deliver a scalable, flexible voice recording and voice analytics solution, as well as Carrier grade Enterprise delivered call cost and management systems. Really when we analyzed the market and reviewed the products, there was only one showing a generational shift in technology, operation, efficiency and delivery. That was CTIG. We service Telco, financial and government organizations in Australia, New Zealand, Singapore and Hong Kong.
We have worked with CTI for a number of years through their EmPulse ACD Reporting solution and are confident in their ability to provide applications that offer our customers feature-rich and reliable solutions. Currently, we are offering SmartRecord as an add-on for our Hosted PBX call center customers who primarily utilize call recording for agent training purposes. However, we are seeing a number of additional markets segments, such as finance and education, which need to have a record of calls pertinent to their business for a number of reasons, not least of which is new regulations.
During our recent negotiations with a financial institution to provide them with a Hosted Service, they stated that one of their key requirements was the ability to record calls and download them as needed. SmartRecord was what we needed to finalize the deal and there when we needed it.
OTT communications required a call recording solution for our new Broadworks hosted PBX system. After reviewing the Broadworks interoperability list, we asked CTI Group for a demo of its SmartRecord IP system. After demoing the product, we determined that it would not only meet our initial needs, it would also provide us with a number of features beyond our immediate requirements. We were also very pleased with the high level of security the system offers through keeping all recorded messages in an encrypted status.
Proteus, You need it most when you don’t expect to need it.
The support team at CTI is second to none – they provide first class support, resolve any issues that arise swiftly and ensure that our telecommunications system and call accounting and logging software operate at optimum capacity at all times.
We needed a system capable of collecting call data from multiple switches in different countries and costing calls using multiple carriers and currencies. Proteus Enterprise was the only tool on the market that allowed us to do this and to deliver accurate information and reports from across the organization.
I would like to record my sincere thanks to you both and indeed to all your CTI colleagues. It has been a pleasure to work with you and to receive such quality support. I just wish that other companies would realise that sales derive from support - reputation is not developed on sales but rather from the on-going experience of customers.
Proteus Enterprise enabled us to quickly identify a toll fraud incident in the APACs region. We were able to prevent the unauthorized use of our telecommunications system by an unauthorized party almost instantaneously. Had this fraud not been identified, the cost to Citrix Systems would have been significant. We realized our ROI from Proteus in this one incident.
G3 has worked with CTI for a number of years and considers the Proteus solution range to be the best in the market for call management and call accounting. The functionality, ease of use and high scalability of the system has proved to be very popular with our clients, and with the enhancements brought in with Proteus 7, we believe that this will continue to be the case going forward.
He continued, We see that offering CTI’s products to our client and prospect bases is the final piece in the communications jigsaw. G3’s core expertise lies within the telephony sphere so it is good to call upon CTI as experts in their field. The product set offered by CTI is innovative yet stable and secure, allowing us to put our trust in the solutions when delivering to our clients. We are also looking to leverage CTI’s global capabilities by expanding the portfolio to the Aura Alliance in the near future.
Following our company’s enterprise-wide transfer to an IP phone system, we required a call accounting system that would enable us to demonstrate the costs savings that the VoIP system was producing across the global network.
We originally selected Proteus Enterprise due to its call tracking and international call rate comparison reporting functions which allowed us to produce detailed analysis reports reflecting the cost savings of the VoIP deployment.
Finally, we utilized Proteus’ capabilities to identify and evaluate the use of our existing circuits which allowed us to remove any unused and unnecessary network capacity, providing further cost savings as a direct result of the VoIP implementation.
Ash Brokerage prides itself on the personal service it provides customers and ensuring that we have the trunk capacity to handle all of the voice traffic that comes in and out of the company is vital to our ongoing success. CTI Group’s Proteus Enterprise has proved invaluable in this regard as I am able to generate instant reports that give me a detailed view of our organization’s call traffic.
CTI Group’s customer service and technical support teams have provided us with an excellent ongoing service. When we first deployed Proteus and then SmartRecord, they gave us a thorough on-site training session for all key staff and they are always available if we have any follow up questions.
I use SmartRecord on a daily basis within the Producer Services Department to analyze and audit the phone calls that my team handles. All of the commission and contracting questions that Ash Brokerage receives are handled by the Producer Services Department so ensuring that we maintain our high level of customer service is vital.
SmartRecord allows me to review all of our calls to ensure that 100% accuracy is maintained and as the first call recorder I have used SmartRecord has proved very beneficial. Its reporting function is very user friendly and allows me to generate accurate analysis reports at the click of a button. By having the calls available from my desktop, I am able to provide staff with feedback and training quickly and easily.
We originally deployed the Proteus Enterprise call accounting solution to provide us with a system that could effectively track multiple, disparate phone systems in an educational enterprise environment. Proteus answered all of our requirements while also allowing us to create customizable reports through an expandable and very easy to use web-based interface.
“Furthermore, the advanced functionality of Proteus allows us to effectively predict trends in call traffic levels, monitor and track harassing calls, actively guard against toll fraud, and limit excessive user calls. As a public sector organization, Proteus has proved invaluable in helping to ensure that we have appropriate staffing levels to respond to our community during peak times throughout the school year while also helping to limit the amount of personal calls that are made across the communications network.
At the time we first began utilizing SmartRecord, we needed a call recording solution that could be directly integrated into our hosted unified communications platform (BroadSoft) and would allow for Cloud-based recording. SmartRecord meets these requirements while also ensuring that calls are recorded irrespective of whether it is a cell or desk phone that is used.
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