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Computer Telephony: Integrating Enterprise Communications

ISBN: 1-56607-076-7
Pages: 253
Published: November 1999

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Svenska

About the report

Computer Telephony: Integration Is a Key Element

Computer telephony integration (CTI) is the integration between an organization's computing functions and its telephony functions and typically involves a private automatic branch exchange (PABX), although centrex can also be used.

This technology is being adopted so widely and rapidly that some sectors are replacing the term computer telephony integration with the term computer telephony, or simply CT. Without integration, CT defines an architecture for which integration is inherent.

What Applications Comprise Computer Telephony Integration?

The most widely used application of CTI is screen population (screen pop) -- populating an agent's screen with information about a caller before the two speak to each other. Computer Technology Research Corp.'s (CTR's) newest report, Computer Telephony: Integrating Enterprise Communications discusses this CTI application and many others, including:

  • Keyboard-initiated Dialing
  • Predictive Dialing
  • Call Blending
  • Interleaved Queuing of Internet Sessions, E-mail, Faxes, and Voice Calls
  • Control of Call Routing
  • Partial Automation of the Collection of Line-of-Business or Wrap-up Codes

Computer Telephony: Integrating Enterprise Communications addresses the key aspects of call queuing and routing:

  • Control of Call Queuing and Routing
  • Skill-based Routing
  • Customer Data-based Routing
  • Call Queuing and Interactive Voice Response (IVR)
  • Interleaved Multimedia Queuing

Third-party or First-party Computer Telephony Integration?

The report analyzes several CTI architectures. For example, first-party CTI -- PC to handset -- is easily implemented, but this architecture can support only some of the aforementioned applications. By contrast, third-party CTI can implement all of the applications, but is more complex and expensive than first-party CTI.

Furthermore, the CTI server-to-host computer applications architecture may involve a layer of middleware. Computer Telephony: Integrating Enterprise Communications explores these architectures and discusses implementation standards.

Computer-supported telephony application (CSTA), telephone application programming interface (TAPI), and callpath are the most widely known standards, but the report also addresses the approximately 20 others used.

Current and Future Implementation Issues

The field of CTI is rapidly expanding -- especially in Europe and North America. CTI is primarily used in call centers but also has applications for the general office environment. CTI acceptance is being driven by its applications and their potential advantages. CTI implementation is inhibited, however, by a lack of market knowledge, a perception that CTI is complex and expensive, small numbers of suppliers that have proven track records, a lack of benchmarks, and back-end computer systems that lack sufficient capability.

Computer Telephony: Integrating Enterprise Communications examines these issues, architectures, standards, driving and inhibiting factors, and applications. The report profiles many key participants in the CTI market:

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

The report also includes case studies of companies that have undertaken CTI projects.

Computer Telephony: Integrating Enterprise Communications is an invaluable tool for assessing an organization's telephony needs and selecting the appropriate CTI solution.


Report contents

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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