- Presents the big picture in computer telephony
integration
- Helps strengthen your organization's security
- Includes a basics primer for those new to the
subject
- Details how to reap savings and efficiency from
IP-based voice systems (VoIP)
- Provides money saving tips on equipment purchases or
leases and on negotiating service level agreements
Since the publication of the first edition, the CTI
world has changed significantly. Where it was once focused
on the integration of voice systems with computers, the
focus is now on IP-based voice, or converged networks and
services. Today, the telcos are upgrading their systems
from circuit-switched to IP-based packet-switched networks.
Companies like Cisco Systems and Dow Chemical have
installed IP-based phones in their offices worldwide,
saving millions of dollars in service fees.
Computer Telephony Integration, Second Edition
has been updated to reflect these recent changes in the
industry and will help managers make the right decisions
for their communications infrastructure. It explains the
business and economic significance of the major integrated
data-voice technologies and highlights the pros and cons of
each approach. The text covers convergence, telephony
standards, new and powerful tools for call centers, IP
telephony(VoIP), infrastructure management tools, and
advanced business applications.
In addition to the latest developments in standard CTI
technologies such as IVR, voicemail, speech recognition,
and applications, this edition includes expanded chapters
on security, cost management, call center technology, and
IP telephony. Case studies provide a real world perspective
on many of the newest CTI technologies. Bringing together
the author's extensive experience in the field, Computer
Telephony Integration, Second Edition will help
communications and IT professionals make efficient,
cost-effective decisions that will lead to improved
customer service, increased productivity, reduced costs,
and enhanced workflow automation.
Contents
- Telephony Basics
- IP Telephony
- CTI COncepts and Applications
- Interactive Voice Response
- Unified Messaging
- Wireless Technologies
- Contact Center Technology and Management
- Telemanagement and Outsourcing
- Telecom Cost Management and Call Accounting
- Preparing the Request for Proposal (RFP)
- Telephony Security
- Implementing Telephony Systems
- Trends and Directions
- Appendixes
- Web Sites of Interest
- Recommended Reading
- CTI Success Stories
- Telecom Glossary
- Sample Service Level Agreement
- Sample Request for Proposal