Computer Telephony Integration, Second Edition
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-switch...
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CRC Press
2009
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| Truy cập trực tuyến: | http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1384 |
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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. |
| format |
Book |
| author |
Yarberry, William |
| spellingShingle |
Yarberry, William Computer Telephony Integration, Second Edition |
| author_facet |
Yarberry, William |
| author_sort |
Yarberry, William |
| title |
Computer Telephony Integration, Second Edition |
| title_short |
Computer Telephony Integration, Second Edition |
| title_full |
Computer Telephony Integration, Second Edition |
| title_fullStr |
Computer Telephony Integration, Second Edition |
| title_full_unstemmed |
Computer Telephony Integration, Second Edition |
| title_sort |
computer telephony integration, second edition |
| publisher |
CRC Press |
| publishDate |
2009 |
| url |
http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1384 |
| _version_ |
1757675839794708480 |
| spelling |
oai:scholar.dlu.edu.vn:DLU123456789-13842009-12-01T08:02:30Z Computer Telephony Integration, Second Edition Yarberry, William 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. 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 2009-12-01T08:02:30Z 2009-12-01T08:02:30Z 2002 Book http://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/1384 en application/rar CRC Press |