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The role of middleware in the contact center

What is middleware and what role does it play in contact center technology planning?

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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.

Learn more about contact center technology trends in Lori Bocklund's webcast: Optimize Your Contact Center Technology

This was first published in September 2005

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