Mac CTI (Computer Telephone Integration)

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Mac CTI (Computer Telephone Integration)

Postby psichel_adm » Fri Mar 16, 2012 9:51 am

There's a quiet revolution underway as the old 4 kHz narrowband phone system is being disrupted by a combination of cell phones and Internet phones with advanced features and HD Voice...

This article has moved to here: http://www.sustworks.com/pa_guide/MacCTI.html
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What about CTI in the cloud?

Postby psichel_adm » Sun Mar 25, 2012 8:44 pm

The same factors that are pushing PBX service to the cloud have inspired some companies to offer CTI in the cloud. Invox.com for example offers PBX+ which includes CTI features. As the developer of Phone Amego, I was intrigued to see the "Call Widget" which allows you to see who's calling, transfer calls between employees, leave notes for calls, and integrate with web based CRM systems like SalesForce starts at $99 per month (bundled with 3000 minutes or higher).

Phone Amego combined with Phone.com offers similar capability but with two key advantages:
(1) Consumer friendly pricing. Phone Amego is $30/seat (one time) or $50 for up to 5 users within a single family household. Phone.com is competitive with Vonage.
(2) Phone Amego works with native applications Mac users are already familiar with including Apple's Address Book, iCal, and Mail (which integrate easily with iPhone and iPad). The biggest cost of moving to a CRM is time spent learning a new system and entering your data. Native apps lower the barrier to entry.

The market is still deciding where software-as-a-service makes the most sense. Google is pushing an Apps in the cloud model (Google Apps), whereas Apple is pushing a native Apps with data in the cloud model (iCloud).

I can't claim there's one right answer for everyone, but I'm partial to the native Apps approach. Native apps offer a richer experience and deeper integration as illustrated below:

(1) Phone Amego's click-to-dial feature isn't limited to your on-line address book. You can click-to-dial almost any number that appears on your screen and can also send touch-tones to access other services. On the Mac, you can type a few keystrokes to bring up an App launcher to dial your call.

(2) Outgoing call setup is faster because you can dial directly from your phone instead of ringing your phone first, and then ringing the remote party.

(3) Phone Amego's caller ID isn't limited to reverse lookup or opening a CRM page. It integrates with native apps including iCal and Daylite. Other options include speak caller ID, growl notification, multi-line Caller ID, and native scripting.

When the iPhone first appeared, Apple proposed Web Apps as the API for 3rd party developers because the native SDK wasn't ready. Developers recognized immediately this would relegate them to second class status and complained loudly they wanted a native SDK. I would argue the CTI user experience is intimate enough to give native apps an advantage.

In contrast, the PBX user experience has always been distributed between the users phone and PBX equipment in a wiring closet. Moving the PBX equipment out of the closet and into the cloud offers greater flexibility to enhance the user experience.

Enjoy!
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Re: Mac CTI (Computer Telephone Integration)

Postby daavidfischer » Mon Nov 04, 2013 7:07 am

This was actually predicted long before. And it is just happening as it was predicted. Well this is the new generation’s revolution that is going to completely over throw every analog telephonic system pretty soon.


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