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MCI Press Release

J.D. Edwards
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MCI Press Release
Skill Routing


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ComTek International Inc, improves MCI internal help desk, with CTIS™, Interactive Voice Response and Remedy™ database Screen Pop

CTIS™ one of the most versatile Computer Telephony Integration (CTI) products on the market today now offers integration to the worlds leading provider of consolidated service desk solutions.

December 15, 1998 - ComTek International Inc, worked with MCI and Siemens to develop a highly integrated system to increase the productivity of the skilled customer service people that staff the internal help desk that services MCI employees nationwide. MCI expects the ComTek developed solution will save between $.32 and $.55 per call depending on the complexity of skills required to help the caller solve their needs.

MCI’s call center takes internal calls over their network from various MCI sites across the country to help their users with anything from broken furniture to complex computer software and hardware problems. When the users call in, the Interactive Voice Response (IVR) system prompts for an internal ID number and information to help determine how to route the call.. The IVR system sends the information on to the ComTek CTIS system. The IVR instructs the ACD to route the call to a specific group of customer service reps to handle the call. When the ACD determines which specific Customer Service Representative (CSR) is available and ready to take a call, the ACD sends the CSR extension to ComTek’s CTIS which pops the correct Remedy screen on the CSR workstation. This way the CSR has all the current information and history that is stored in the Remedy database at their fingertips, without needing to ask the caller for any identifying information.

Some of the solutions benefits are:

  • More calls can be handled without any customer service agent involvement.
    • Password resets
    • User ID requests
    • Paging


ComTek’s CTIS release 3.0 product

ComTek’s CTIS product is in its 3rd release which includes such features as:

  • Call Reporting Statistics
  • Agent Information Client Screen
  • Agent Status monitor

For More Information Contact:

ComTek International Inc.
1745 Shea Center Drive, Suite 400, Highlands Ranch, CO 80129
Tel: 720-344-4844
FAX: 303-470-7725
Internet: sales@comtek-intl.com

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Last modified: January 01, 1999