This guide covers the essential standards and components of Computer Telephony Integration (CTI), demystifying the jargon and supplying much-needed practical advice for organizations of all sizes. It shows information professionals how to use CTI to save time, reduce costs and improve customer service. An overview of the commercial CTI marketplace is provided, and the emerging standards and specification of the new CTI standard is described. Detailed case studies demonstrate CTI solutions for call centre automation, workforce automation, sales force automation, call screening etc.
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Editorial Reviews
From the Back Cover
Join the CTI Recolution! CTI Solutions and Systems: How to Put Computer Telephony Integration to Work is the definitive introduction to the concepts, technologies, and standards that allow the easy integration of computers and telephone systems. The book is indispensable to anyone interested in putting CTI to work in their home or business, or implementing CTI CTI solutions or products. All the telephone concepts and terminology you need to master CTI are explained and thoroughly illustrated. No prior knowledge of telephone is assumed, and those with a telephone background will find this book's review of telephony from a universal perspective to be invaluable. CTI Solutions and Systems: Presents a series of complete CTI solution scenarios where CTI technology is applied to improve business and day-to-day life; Provides a framework for understanding any telephony product, feature, or service and its implementation; Explains CTI concepts and illustrates the broad range of CTI hardware and software configurations that can be assembled; Covers all the latest standards, including the Versit CTI Encyclopedia, Microsoft TPI, and the Macintosh Telephone Manager.
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Most Helpful Customer Reviews
21 of 21 people found the following review helpful:
3.0 out of 5 stars
Good basic overview of CTI concepts, particularly telephony,
By A Customer
This review is from: CTI Solutions and Systems: How to Put Computer Telephony Integration to Work (Paperback)
This book is a good introduction to CTI for someone who has little or no CTI experience but is well versed in computer technology and has a top level understanding of data networking (LAN & WAN). Readers who are contemplating evaluation and purchase of CTI Solutions for their business are well served by this text as preparation for talking to vendors but should guard against relying too heavily on the author's value judgements, which have more than a little bias in favor of one perspective on CTI implementation (a good perspective, but not the only one and not necessarily the best). For the technical reader who plans to develop CTI applications or solutions, this work is valubable mostly as background for those with very limited CTI exposure since there are limited references to standards, vendor documents, and other important reference literature, and those that exist are rapidly becoming dated (just one year after publication). This book would be a good prerequisite reading item for an undergraduate course on Computer Telephony Integration. It is recommended reading for engineers, marketing and sales associates who join our CTI solutions team with no prior CTI or Telephony experience.
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