Computer Telephony Integration: Integrating Enterprise Communications

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