CTI in Action

Computer telephony integration (CTI) is a rapidly developing technology area which acts as a bridge between the two most commonly used business tools - the telephone and the computer. Until recently, the most commonly used application of CTI has been the major call centre operations developed by organizations with large customer facing operations. More recently, however, CTI has been made available across a wider range of functions, from desktop integration of an individual PC, up to a departmental integration for a group of workers connecting the PBX phone system to a LAN. This book considers CTI primarily from a business perspective, the areas of a business where the use of CTI is particularly appropriate. It reviews the various system architectures which are available, specifically in relation to various sizes of business. A general approach to CTI cost benefit analysis is described and benefits such as cost savings and enhanced customers service reviewed. The pivotal role of the systems integrator in the successful implementation and ongoing support of CTI systems is highlighted, as are the opportunities presented by the Internet for CTI applications.
The book then reviews a wide range of CTI case studies, pulling together the major lessons that have been learnt and benefits that have been gained. Finally, it discusses the future for CTI, particularly in relation to the likely impact of multimedia and messaging.