Middleware is software that acts as a "go between" to help integrate different system elements more readily. You can think of it as an interpreter, or translator, as well as a messenger. It gathers the information it needs from various systems and provides it to other systems in a form that they can understand. For example, many talk about "CTI middleware" in the contact center. This software can talk to switches or IVRs or desktop...
applications, use the information provided, such as ANI and DNIS, prompted digits, and sales outcomes, and factor it into applications that pop screens, route contacts, or report on the end-to-end transaction.
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