ABSTRACT

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

chapter 1|26 pages

History of Telecommunications

chapter 2|22 pages

Introduction

chapter 3|30 pages

General Functions of CTI

chapter 4|30 pages

Why IVR?

chapter 5|10 pages

Unified Messaging

chapter 6|10 pages

WIreless Technologies

chapter 7|30 pages

Contact Center Technology and Management

chapter 8|12 pages

Telemanagement and Outsourcing

chapter 9|38 pages

Introduction

chapter 11|20 pages

Introduction

chapter 12|14 pages

The Project Team

chapter 13|4 pages

Trends and Directions