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WTG Advanced Communication Interface (ACI)

It is far too rare that one sees a company’s IT systems melding productively and efficiently into one another. Far too often, insular solutions are created using systems that can only work within their own walls due to their incompatibility with the systems surrounding them. Time to integrate your telephone system!

The computers and telephones used in the daily work of any business are always going to be its most important means of communication. WTG ACI makes these two media interoperable; as a CTI middleware system it creates the connection between your various IT components (e.g., your ERP, CRM, voice recording systems, etc.) and your telephone system.

Your benefits
  • A made-to measure, vendor-independent CTI solution for your existing IT environment
  • Optimized work processes
  • Promotes information flows, as well as knowledge and quality management
  • Time saving through automatic provision of information and improved detail in the available data
  • Improvement in service quality through optimized customer communication
  • WTG as a product specialist and service partner
Gerardo Leon-Martinez

Sales Manager

+49 69 247483 170gerardo.leon-martinez@wtg.com

Get your applications working together as a team!

WTG ACI connects IT systems with the telephone system (using Computer Telephony Integration, or CTI for short), to make your work even more productive and more efficient. The many functions of the WTG ACI simplify everyday work processes – its analysis tool, for example, or its function that lets you to forward calls attaching a comment to them, or to pick up calls from the queue (the pick-up list), its connection to back-end data (to CRM or ERP data), or its voice recording programs that mark each audio clip with a time stamp. In addition to all this, once your IT telephone integration is complete, your agent has all relevant customer data at hand, courtesy of an automatic pop-up window in the communications interface.

The direct flow of information to support agents makes their work easier and more efficient. WTG ACI reduces the work effort in gathering the relevant information, minimizes communication workload and facilitates your knowledge management work. What is more, the free-flowing process helps fire up your employees’ motivation.

We connect communication domains together.

All our programming work is completed by our experts in fulfilment of our customer’s specific requirements. WTG ACI provides the interfaces that allow the integration of complex CTI functions. Such interfaces are hitched up to your systems using specialized connectors. We ensure they are implemented correctly, fully taking into account your unique working environment and business processes. It is also possible to connect WTG ACI up with external systems housed in the cloud.

Increased customer satisfaction.

But it is not just your employees who benefit from WTG ACI. The experience of an obliging, courteous and proactive service is also inevitably going to please your customers. Optimized service quality together with faster agent response times and fewer follow-up issues leads to a more personal and more satisfying customer relationship. A win-win situation for everyone involved.

THE MOST IMPORTANT DETAILS AT A GLANCE

Performance features

  • Call detection and distribution
  • Complex call management
  • Extensive monitoring of processes
  • Optional add-on modules for even more integration

For more information

WTG ACI Product description
Service

We are there for you!

  • Advice

Any demanding and complex product will need good advice on how to best use it. With WTG, you get solution-led advice from our experts to meet your needs precisely.

  • Technical support

A large team of certified specialists is at your service – anywhere in Germany. The WTG TSC (Technical Service Center) guarantees that your queries on all support services are dealt with speedily and thoroughly.

  • System monitoring

As part of our system monitoring services, WTG uses automated round-the-clock monitoring of system-critical components to ensure that your services are monitored proactively at all times.

With our professional and managed services, you are in the very best hands.

Find out more
OUR FINANCING OPTIONS

WTG can offer you the maximum in financial flexibility.

Outright purchase

Investing in solutions and transferring them outright onto your balance sheet is the way you do things? Then we are happy to offer our solutions for purchase.

Monthly leasing

Would you prefer to pay in monthly instalments instead of investing all at once? Then use whichever of our leasing models best fits your needs.

On-demand

Is flexibility in terms of scalability and of actual real-world cost an important factor for you? Then choose our WTG on-demand solutions.

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