The CTI-based solutions of today are powerful but relatively complex integrated custom applications. In some cases, a specialized CTI resource is needed to deploy and maintain the multiple and sometimes replicated integration points between applications, data stores, and circuit switches. The Avaya Converged Communications Server (CCS), through its Application Enablement Services (AES) and SIP Enablement Services (SES) modules, helps to mitigate this complexity. CCS uses a more application-oriented approach to Computer Telephony Integration to take advantage of a more general IT skill set instead of requiring highly specialized skills. Application Enablement Services reduces discrete integration points. It provides a single platform that supports not only key existing APIs and protocols for computer telephony integration, but also allows more efficient applications development and integration. This efficiency is achieved by exposing open Web Service interfaces using SOAP/XML. With CCS, it becomes faster and easier to deliver new applications. SIP can take this approach even further by potentially reducing or replacing complex CTI integration with a simple and open standard for implementing third-party call control through SIP Call Control Extensions. Because SIP is based on the concept of intelligent endpoints, advanced call control scenarios can be invoked with relatively simple SIP call methods. As an internet-centric design, SIP can be easily integrated with CRM applications. SIP can open the door to wider acceptance of telephony applications integrated with CRM in contact centers of all sizes. By deploying a more modular approach to CTI, SIP becomes the common integration protocol. | 
