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yarberry jr. william a. - computer telephony integration, second edition

Computer Telephony Integration, Second Edition

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Lingua: Inglese
Pubblicazione: 12/2002
Edizione: Edizione nuova, 2° edizione


Communications and IT professionals are often asked to make decisions that affect telecommunications services and costs for years. Computer Telephony Integration, Second Edition reduces the anxiety of those decisions by explaining convergence, telephony standards, new and powerful tools for call centers, IP telephony, infrastructure management tools, and advanced business applications. The second edition has expanded chapters on security, cost management, call center technology, and IP telephony. Case studies provide a real world perspective on many of the newest CTI technologies. For those new to the subject, a basics primer is provided.

Note Editore

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 like Cisco Systems and Dow Chemical have installed IP-based phones in their offices worldwide, saving millions of dollars in service fees. Computer Telephony Integration, Second Edition has been updated to reflect these recent changes in the industry and will help managers make the right decisions for their communications infrastructure. It explains the business and economic significance of the major integrated data-voice technologies and highlights the pros and cons of each approach. The text covers convergence, telephony standards, new and powerful tools for call centers, IP telephony(VoIP), infrastructure management tools, and advanced business applications. In addition to the latest developments in standard CTI technologies such as IVR, voicemail, speech recognition, and applications, this edition includes expanded chapters on security, cost management, call center technology, and IP telephony. Case studies provide a real world perspective on many of the newest CTI technologies. Bringing together the author's extensive experience in the field, Computer Telephony Integration, Second Edition will help communications and IT professionals make efficient, cost-effective decisions that will lead to improved customer service, increased productivity, reduced costs, and enhanced workflow automation.


PREFACE TELEPHONY BASICSHistory of TelecommunicationsPSTN (Public Switched Telephone)Carrier Structure and Numbering SchemeDigital Communications ConceptsCarrier SystemsThe Telephony ProcessEquipmentIP TELEPHONYIP Telephony ArchitectureGateways CTI CONCEPTS AND APPLICATIONSGeneral Functions of CTIBasic ArchitectureAPIs and CT StandardsUsing Component SoftwareDistributed versus Desktop CTInteroperability StandardsDevelop versus BuyApplication Generators and CT ArchitectureMiddleware ExampleOther Examples of CTI ApplicationsINTERACTIVE VOICE RESPONSEWhy IVR?IVR Feature SetsRepresentative SystemsApplications of IVRApplications DevelopmentSpeech RecognitionText-to-Speech (TTS)VoiceXMLIVR Performance and TuningIVR DesignUNIFIED MESSAGINGBenefits of UMBasic ArchitectureVarieties of UM and Design ConsiderationsVPIMA UM Package ChecklistInternet Call WaitingWIRELESS TECHNOLOGIESWireless Applications CONTACT CENTER TECHNOLOGY AND MANAGEMENTContact Center Management and Standards for Agent PerformanceWorkforce Management and ForecastingCRM Analysis and Data MiningGood IVR DesignAgent Recording and MonitoringMultisite Design and Technical ArchitectureIntegrated FeaturesWeb Integration and the Multimedia Call CenterExample Internet Contact CenterContact Center Physical DesignPredictive Dialing SystemsContact Center TrendsTELEMANAGEMENT AND OUTSOURCINGThe Ideal CaseCaveat Emptor: The DownsideNegotiating the AgreementSLAsTelemanagement Example: QuantumShiftCall Center OutsourcingTELECOM COST MANAGEMENT AND CALL ACCOUNTINGNegotiating Carrier Rates and ServicesGetting Started: Collecting Data on the Current EnvironmentGetting the Best Deal: A Negotiating ChecklistA Comparison SpreadsheetOutsourced ServicesMonitoring Carrier Service LevelsExample of Carrier Service Level SpecificationsMaintaining Optimum Discounts in a Decentralized OrganizationService Levels and Organizational RequirementsCall Accounting and Telephony Management SystemsPREPARING THE REQUEST FOR PROPOSAL (RFP)Request for Proposal versus Request for QuotationRFP PreparationEvaluation of Responses TELEPHONY SECURITYToll FraudBusiness Loss Due to Disclosure of Confidential InformationMalicious PranksWireless SecurityUsing Security Tools to Offer More ServicesIMPLEMENTING TELEPHONY SYSTEMSThe Project TeamThe User Advisory Group/Implementation CommitteeSurvey of the Current EnvironmentNonstop ApplicationsStation ReviewsBuild the Dial Plan, Class of Service, and Routing TablesEquipment Readiness and RolloutSoftware Installation for the SwitchAdjunct ProcessingSet Up Help DeskPerform a Preparedness ReviewDetailed Cutover PlanBackout Plan TRENDS AND DIRECTIONSAPPENDIXES Web Sites of Interest Recommended ReadingCTI Success StoriesTelecom Glossary Sample Service Level Agreement Sample Request for ProposalEvery chapter begins with an introduction and concludes with a summary

Altre Informazioni



Condizione: Nuovo
Dimensioni: 9.2 x 6.1428571 in Ø 1.70 lb
Formato: Copertina rigida
Illustration Notes:58 b/w images, 22 tables and 31 halftones
Pagine Arabe: 432

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