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Computer Telephony Integration
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Computer Telephony Integration

Computer Telephony Integration

William A., Jr. Yarberry

428 pages, parution le 25/03/2003 (2eme édition)

Résumé

  • 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

L'auteur - William A., Jr. Yarberry

Idrontas Corporation, Houston, Texas, USA

Caractéristiques techniques

  PAPIER
Éditeur(s) CRC Press (Taylor and Francis Group)
Auteur(s) William A., Jr. Yarberry
Parution 25/03/2003
Édition  2eme édition
Nb. de pages 428
Format 16 x 24
Couverture Relié
Poids 765g
Intérieur Noir et Blanc
EAN13 9780849314384
ISBN13 978-0-8493-1438-4

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