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