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Computer Telephony:

Integrating Enterprise Communications

English English

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Utvärderingsrapporten Computer Telephony: Integrating Enterprise Communications, är från november -99 och är på 253 sidor engelsk text. Rapporten innehåller:

Introduction

  • Overview of Architecture and Applications
  • History of Computer Telephony Integration (CTI)
  • CT versus CTI
  • Current Trends

Topic Definition

  • CTI or CT?
  • Boundaries of CTI within the Report
  • Interactive Voice Response (IVR)
  • Predictive Dialers
  • Audio Call Recorders
  • First-party CTI
  • Third-party CTI

Computer Telephony Integration Architecture

  • Telephone Systems
  • Physical Architecture
  • Logical Architecture
  • Active and Passive CTI
  • CTI Server Robustness
  • Power Supplies
  • CTI Server Reliability
  • Desktop Interface
  • Back-end Computer System Interface

Merging Telephone Systems and Computer Telephony Integration

  • Telephone Systems
  • System Components
  • Historic Restrictions
  • Applications
  • Call Center in a Box?

Computer Telephony Integration Applications in the Call Center

  • Screen Population
  • Screen Data Transfer with Call Transfer
  • Keyboard-initiated Dialing
  • Predictive Dialing
  • Semi-automatic Collection of Wrap-up Codes
  • Audio Call Recording

Call Queuing and Routing

  • Control of Call Queuing and Routing
  • Skill-based Routing
  • Customer Data-based Routing
  • Call Queuing and IVR
  • Interleaved Multimedia Queuing

Non-Call Center Applications of Computer Telephony Integration

  • Interface Specifications
  • Private Automatic Branch Exchange (PABX)-to-CTI Interface
  • CTI Server-to-Host Computer Interface
  • CTI Server-to-Desktop Interface

Key Participants in the Computer Telephony Integration Market

  • Specification Creating and Coordinating Organizations
  • PABX and Automatic Call Distributor (ACD) Suppliers
  • Centrex Service Providers
  • CTI Suppliers
  • Predictive Dialer Suppliers
  • Consultants and System Integrators

The Computer Telephony Integration Market

  • Differentiation into Configurable Packaged Systems and Development Toolkits
  • Organizational Integration
  • Acceptance of CTI
  • Acceptance by Industry Sector
  • Acceptance by Region

The Future of Computer Telephony Integration

  • The Future Differentiation of CTI Offerings
  • Obstacles to Implementating CTI
  • Technology Trends
  • Market Trends
  • Case Studies

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