Computer Telephony Integration  book cover
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2nd Edition

Computer Telephony Integration




ISBN 9780849314384
Published December 17, 2002 by Auerbach Publications
432 Pages 58 B/W Illustrations

 
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Book Description

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.

Table of Contents

PREFACE

TELEPHONY BASICS
History of Telecommunications
PSTN (Public Switched Telephone)
Carrier Structure and Numbering Scheme
Digital Communications Concepts
Carrier Systems
The Telephony Process
Equipment

IP TELEPHONY
IP Telephony Architecture
Gateways

CTI CONCEPTS AND APPLICATIONS
General Functions of CTI
Basic Architecture
APIs and CT Standards
Using Component Software
Distributed versus Desktop CT
Interoperability Standards
Develop versus Buy
Application Generators and CT Architecture
Middleware Example
Other Examples of CTI Applications

INTERACTIVE VOICE RESPONSE
Why IVR?
IVR Feature Sets
Representative Systems
Applications of IVR
Applications Development
Speech Recognition
Text-to-Speech (TTS)
VoiceXML
IVR Performance and Tuning
IVR Design

UNIFIED MESSAGING
Benefits of UM
Basic Architecture
Varieties of UM and Design Considerations
VPIM
A UM Package Checklist
Internet Call Waiting

WIRELESS TECHNOLOGIES
Wireless Applications

CONTACT CENTER TECHNOLOGY AND MANAGEMENT
Contact Center Management and Standards for Agent Performance
Workforce Management and Forecasting
CRM Analysis and Data Mining
Good IVR Design
Agent Recording and Monitoring
Multisite Design and Technical Architecture
Integrated Features
Web Integration and the Multimedia Call Center
Example Internet Contact Center
Contact Center Physical Design
Predictive Dialing Systems
Contact Center Trends

TELEMANAGEMENT AND OUTSOURCING
The Ideal Case
Caveat Emptor: The Downside
Negotiating the Agreement
SLAs
Telemanagement Example: QuantumShift
Call Center Outsourcing

TELECOM COST MANAGEMENT AND CALL ACCOUNTING
Negotiating Carrier Rates and Services
Getting Started: Collecting Data on the Current Environment
Getting the Best Deal: A Negotiating Checklist
A Comparison Spreadsheet
Outsourced Services
Monitoring Carrier Service Levels
Example of Carrier Service Level Specifications
Maintaining Optimum Discounts in a Decentralized Organization
Service Levels and Organizational Requirements
Call Accounting and Telephony Management Systems

PREPARING THE REQUEST FOR PROPOSAL (RFP)
Request for Proposal versus Request for Quotation
RFP Preparation
Evaluation of Responses

TELEPHONY SECURITY
Toll Fraud
Business Loss Due to Disclosure of Confidential Information
Malicious Pranks
Wireless Security
Using Security Tools to Offer More Services

IMPLEMENTING TELEPHONY SYSTEMS
The Project Team
The User Advisory Group/Implementation Committee
Survey of the Current Environment
Nonstop Applications
Station Reviews
Build the Dial Plan, Class of Service, and Routing Tables
Equipment Readiness and Rollout
Software Installation for the Switch
Adjunct Processing
Set Up Help Desk
Perform a Preparedness Review
Detailed Cutover Plan
Backout Plan

TRENDS AND DIRECTIONS

APPENDIXES
Web Sites of Interest
Recommended Reading
CTI Success Stories
Telecom Glossary
Sample Service Level Agreement
Sample Request for Proposal

Every chapter begins with an introduction and concludes with a summary

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