Author Description

How can businesses sort out all the new products and services available from cable, telephone, and Internet providers-and begin profiting from them? This guide has the answers. It covers the essential standards and components of computer telephony integration (CTI), demystifying the jargon and supplying much-needed practical advice for organizations of all sizes. Written by the pioneer who authored the 2,500-page technical specifications for CTI, this book shows information systems professionals and general decision-makers how to use CTI to save time, reduce costs, and improve customer satisfaction. Detailed case studies demonstrate CTI solutions for call center automation, sales force automation, workflow automation, personal productivity, call screening, and much more.