LEARNER OUTCOMES: This workshop looks at methods for identifying customers in the heritage Nortel Contact Center Management Server (CCMS) and making intelligent routing decisions based on personalized customer information.  Participants will learn how to use advanced features of CCMS, such as Host Data Exchange (HDX) to implement these types of applications, explore the benefits of intelligent routing, and show methods for getting customer information collected in CCMS automatically to the customer service representatives.  This workshop also explores how these CTI methods can be applied in hosted and Avaya environments. Participants will be presented real world case studies on how this advanced integration has increased customer satisfaction and efficiencies in the contact center.