432 Pages
58 B/W Illustrations
by
Auerbach Publications
432 Pages
by
Auerbach Publications
Also available as eBook on:
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... Read more
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
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
Biography
William A. Yarberry Jr.
