CTI / ACD compatible with Hosted VoIP / IP Centrex ? Hello,
I'm currently on a new VoIP project.
I deployed a few ones a few years ago mainly on IPBX local solutions.
For this new one, the customer has a current ToIP with infrastructure hosted a ISP.
In order to grow activity, they want to upgrade this service to a call center one.
So, they wish to add CTI and ACD features that they don't have currently.
The problem : the various providers they met, tell them that it's impossible for a CTI / ACD module to interact with hosted VoIP, only with local on-site IPBX...
Meanwhile, a company showed us a hosted CTI / ACD that, not only could interact with our hosted VoIP, could also interact with the Service Desk tool (EasyVista). But, for personal reasons, this provider won't be selected.
The most important part : we saw that it was possible !
Interaction with EasyVista was possible due to URL query (it's a EasyVista SaaS solution). Would it still be possible with local on-site EasyVista ?
By the way, i heard about cloud CTI as it was a new and revolutionary solution ! (But only for Salesforce ?)...
The main question : do you know some (also hosted ?) ACD / CTI that could interact with hosted VoIP ?
Thank you very much.