Computer telephony integration
Author(s)
Bibliographic Information
Computer telephony integration
Auerbach, 2000
- : alk. paper
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Description and Table of Contents
Description
In this real-world guide for telephony decision makers, the author presents practical techniques for selecting, implementing, and managing voice communications systems-including Voice over IP. It enables buyers to focus on telephony systems that fit their organization's needs. It provides a wealth of new ideas that will enable them to provide new services, existing services at a lower cost, and "zero downtime" service levels. It helps them to quickly articulate a telephony strategy that encompasses large and small offices, domestic and international locations, and a heterogeneous hardware/software environment.
Table of Contents
Introduction
What do I need: Selecting the right voice system
What drives the business?
What is the environment: retail, wholesale, consulting
Internal culture of the organization
Financial model
Special/specific needs
Building Blocks of the Telephony System
The Basics: Dial Tone
Interactive Voice Response
CTI
Integrated Multi-media
What is available: Request for proposal
Consultants
Equipment Providers
Long Distance and Local Exchange Carriers
How do I Implement
How do I make my system efficient and minimize costs?
Telephony Strategies
Conscious decisions about handling calls
Building a cohesive, enterprise level telephony system
Appendices
by "Nielsen BookData"
