Computer Telephony Integration PDF Download

Computer telephony integration (CTI) is a rapidly developing technology area which acts as a bridge between the two most commonly used business tools - the telephone and the computer. This is the first book to consider CTI primarily from a business perspective. It considers the areas of business where the use of CTI is particularly appropriate and reviews the various system architectures which are currently available, specifically in relation to various sizes of business. Contributions have been made from those involved in Industry offering a unique insight into this area. A wide range of issues are covered including voice automation and media processing, the costs and benefits of integration, CTI and the Internet, the CTI industry and it's future, particularly in relation to the likely impact of multimedia and messaging.