SOURCE: CTI Group (Holdings) Inc.

February 24, 2011 14:24 ET

CTI Group to Launch Interactive Communications Management Suite for Contact Centers

The SmartInteraction Suite Provides Contact Center Managers With the Evaluation and Analytics Toolset to Improve Efficiency, Productivity and Customer Service

INDIANAPOLIS, IN--(Marketwire - February 24, 2011) - CTI Group (Holdings) Inc. ( (OTCBB: CTIG), an international provider of enterprise communications management software and services, carrier class voice over internet protocol (VoIP) management applications, enterprise and carrier class call recording solutions and electronic invoice processing and management (EIM), today announced that it will be launching the SmartInteraction Suite for contact centers at the Channel Partners Conference & Expo (Booth 1137, Las Vegas, March 13-15, 2011). Engineered to meet the needs of VoIP and premised-based contact centers, CTI Group extends its SmartRecord® solution with the release of their SmartInteraction Suite. The SmartInteraction Suite provides organizations of all types and disciplines with a comprehensive platform for recording, evaluating and taking action on valuable phone based customer interaction.

Compatible with BroadSoft's BroadWorks UC platform, the Avaya Aura IP communications platform and Cisco's Unified Communications Manager, the SmartInteraction Suite is a highly configurable toolset which incorporates CTI Group's award winning call recording solution SmartRecord with the advanced speech search and analytics technology from Aurix integrated within it. By designing the Suite with the Aurix phonetic analytics incorporated, contact centers of any size are able to take advantage of the benefits that this advanced functionality offers at a cost effective price. It is an ideal solution for sales and marketing organizations looking for a quick and easy-to-use tool for capturing advanced customer interaction intelligence.

As with CTI Group's entire portfolio of call recording and call accounting solutions, the SmartInteraction Suite has been developed with the robustness demanded by large enterprises and contact centers but with the scalability required to meet the needs and budgets of the SMB and small to medium sized contact centers. The extensive feature set of SmartRecord has now been rounded out to include:

  • SmartListen -- audio mining allows organizations to utilize speech analytics to index recordings phonetically for easy retrieval and reporting. This feature also enables users to automatically categorize or tag calls based on the information found in the call.
  • SmartEvaluate -- our advanced form of call handler evaluation utilizes audio mining and analytics enabled by Aurix to isolate calls by certain criteria in order to perform several key business functions including performance with regard to compliance, procedure, call handling and customer service.
  • SmartCapture -- screen recording extends and completes the picture of the call handler process by linking the voice recording with the corresponding visual recording of the keystroke activity. This capability is extremely beneficial in terms of service improvement, compliance, training and general oversight.
  • Centralized Storage -- allows organizations of any type to benefit from a centralized library of all recordings. Ideal for global organizations with multiple and remote locations, or organizations recording from multiple types of platforms, this function further enables the benefits of cloud-based storage and storage compliance standardization.
  • Feature Reporting -- designed to empower end-users to license, report and track use of the Suite's features.

Sid Rao, Chief Technology Officer of CTI Group, commented: "Throughout the development of the SmartInteraction Suite, we surveyed our contact center customers about what features and functionality they wanted out of their communications management system. It is vital to us that we deliver a solution that not only meets their initial needs but also provides a number of features beyond their immediate requirements. By integrating speech search and analytics within the Suite, organizations are able to capture the 'voice of the customer,' enabling them to identify the vital trends which can have a significant impact on future sales."

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About CTI Group
CTI Group (Holdings) Inc. is an international provider of electronic invoice processing and management, enterprise communications management software and services solutions, and carrier class voice over internet protocol (VoIP) management applications. CTI Group's SmartBill®, SmartRecord® and Proteus® product suites offer a full array of solutions for traffic analysis, post-billing call analysis, customer care and call recording.

CTI Group's products are used by some of the top service providers in North America and the United Kingdom, and play a trusted role in managing telephony costs at major corporations internationally. Headquartered in Indianapolis, CTI Group maintains overseas offices in London and Blackburn, UK. For more information, please visit CTI Group's website at

Safe Harbor Statement
This release may contain "forward-looking" statements. Examples of forward-looking statements include, but are not limited to: (a) projections of revenue, capital expenditures, growth, prospects, dividends, capital structure and other financial matters; (b) statements of plans and objectives of CTI Group or its management or Board of Directors; (c) statements of future economic performance; (d) statements of assumptions underlying other statements and statements about CTI Group and its business relating to the future; and (e) any statements using the words "could", "should", "anticipate", "expect", "may", "project", "intend", "will", "believe" or similar expressions. CTI Group's ability to predict projected results or the effect of events on CTI Group's operating results is inherently uncertain. Forward-looking statements involve a number of risks, uncertainties and other factors that could cause actual results to differ materially from those discussed in this document. These factors include, but are not limited to: effects of current economic crisis, ability to attract and retain customers to purchase its products, ability to develop or launch new software products, technological advances by third parties and competition, ability to protect the Company's patented technology, ability to obtain settlements in connection with its patent enforcement activities and risks described in CTI Group's annual report on Form 10-K for the year ended December 31, 2009. Readers are referred to documents filed by CTI Group with the U.S. Securities and Exchange Commission, including the Form 10-K for its most year ended December 31, 2009.

Contact Information

  • Notes to Editors

    Media Contact:
    Jason Dempsey
    Livewire PR
    Tel: +44 (0)20 8339 7446

    CTI Group contact details:
    CTI Group (Holdings), Incorporated
    333 North Alabama Street
    Street Suite 240
    Indianapolis, IN 46204-1767
    Tel: +1 (317) 262-4666
    Fax: +1 (317) 262-4849

    CTI Group EMEA
    Daisyfield Business Centre
    Appleby Street
    Tel: +44 (0)1254 291 500
    Fax: +44 (0)1254 291 504