MicroAutomation Standardizes on CT Connect to Power CTI Solutions

MicroAutomation chose Syntellect CT Connect to create CTI-based solutions for a wide range of customers. CT Connect is standards-based CTI software that enables their developers to easily communicate with over 30 different traditional and IP PBX models from leading vendors such as Avaya, Cisco, Nortel, Rockwell, Siemens and more.

Today, millions of people throughout North America and the United Kingdom experience superior service with calls powered by MicroAutomation technology. As an example, MicroAutomation was selected to help Hilton Hotels revamp their contact center operations when they acquired rival Promus Hotel Corporation. After the acquisition, the company quadrupled the number of hotels under management. The larger workload taxed Hilton’s contact center operations, which were already handling more than 31 million calls annually. Although they acquired more contact centers, the switching systems in the various call centers used different switches and PBXs, and the reservations systems were so incompatible that agents could not access other locations if they were unable to accommodate the caller’s first choice. Hilton hired MicroAutomation to design a unified solution that would improve productivity. Hilton wanted the new solution to enable its agents to handle the rising call volume without draining budgets.

View the complete MicroAutomation case study to understand how standardizing on Syntellect CT Connect helped MicroAutomation reduce the time, cost, and complexity of delivering CTI solutions.