This excerpt from Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy, will give you a solid understanding of how Computer-Telephony Integration (CTI) works and what it can do for your call center. There's more to it than you think, but you don't need to be an engineer to comprehend it.
Key Points Discussed:
CTI-Enabled Applications
- Inbound and Outbound Applications
CTI Benefits
CTI Architectures
Diverse Switch Environments
CTI Challenges
Key Design Decisions
34 pages, PDF download (requires Adobe Acrobat or Reader)
(If you're considering ordering more than one excerpt from this book, you may prefer to simply order the printed book instead.)
TAGS:
Agent-Assistive Tools, Screen pops (CTI), Customer information systems, CTI
