I am new to CTI. I am doing a feasibility study to integrate our Contact Centers with our existing Peoplesoft CRM product so that Agents can take calls through Peoplesoft. I believe that we need a CTI middleware, CTI Server and a Adapter/Connector to integrate the Telephony/PBX with Peoplesoft CRM.
Does Cisco provide any CTI middleware/CTI Server product to achieve my goal. Can someone also provide me an approximate cost for the same. I am planning to start integrating a small Call center of 30 agents with Peoplesoft CRM. Based on the Implementation feedback I can think about integrating other Call centers.
I would be grateful if someone can provide me with the necessary information
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