Computer Telephony Integration: Integrating Enterprise Communications

by Stephen Coates

CTR's new report discusses computer telephony integration (CTI) issues, architectures, and standards and details the various CTI applications, including screen pop, keyboard-initiated dialing, predictive dialing, call routing, call blending, and interleaved queuing of Internet sessions. The report also addresses the non-call center applications for the corporate sector and provides and extensive list of key CTI vendors, suppliers, and consultants. The driving and inhibiting factors behind CTI implementaitons are also examined.

242 pages, Paperback

First published January 1, 1999