Metier are a leading Information and Communications Technology consultancy based in Surrey, established to provide innovative deliverables withing the IT and Telecommunications environment.
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ESP General

Metier Consultants are ICT Consultants based in Surrey, who over the last 3 years have specialised in Computer Telephony Integration (CTI) development, successful deployment and on-going support. Currently our clients handle in excess of 7 million calls a year utilising CTI solutions supplied and maintained by Metier.
Is a powerful and effective new communications tool that provides an intelligent, customisable bespoke interface between conventional Computer Telephony Integration (CTI) software and customer database information (both “off the shelf” standard and non-standard applications)
Esp is particularly relevant for use with databases in the following circumstances:
  • The data format is complex, fragmented and does not suit a “record card”.
  • The data source cannot be accessed real time or locally (e.g. ASP).
  • To add communications functionality to an application e.g. Dialling on screen, SMS, email etc.
  • To add CRM type functionality (notes, contact history etc.)
  • Where there is a need to launch specific functionality using information from the third party database.
To date, we have successfully developed esp to work with lettings software, financial services ASP software and SIMS Schools Management software.
At the heart of the functionality of the software is the esp SQL Database, which is formed by a series of queries of an external customer data source (normally from a backup or copy) to provide all the necessary contact information for the CTI Address Book (names, numbers etc.) along with additional information which would be useful to display at the time you have received or are making a telephone call.
The underlying CTI software provides a wealth of powerful features and functionality to improve the level of customer service and efficiency in receiving and making calls and to generally aid communication. These include Caller Preview Pop, Desktop On-Screen Dialling to make calls, Address Book, Call History (including Missed Calls), Extension Status, Internal Messaging (fully logged), On-Screen Call Handling and a full Call Log of all the calls handled by your telephone system.
The enhancements provided by esp both add to the overall functionality and ensure the operational, cost and time saving benefits of the CTI are maximised. The three main components are :
espRECORDCARD – When answering a call, the Record Card displays all the information you need to quickly and efficiency deal with that caller – this can also include additional relevant information for the caller from the source database (see overleaf) – it also includes CRM type features such as Notes and a full Contact/Call History.
espCONTACT – Used to search for (or add) an entry in the database and initiate contact (by dialling on-screen, SMS, quick letter or email) – standard messages text/letters can be stored . A record of the activity with any additional notes is then added to the contact history for that person.
espGROUPCONTACT – Similar to Contact but for user defined and customisable groups. Innovative features include being able to differentiate the contact type (SMS, Mail-merge list, On –Screen Telephone Dialling List) within the same group.