This book explains how CTI works and how you can make it work for your company. Real-life examples show how computer-supported telephony applied to call centers has already given many companies a significant edge over their competitors. The author analyzes the benefits CTI can bring to your organization such as increased quality of customer service and resulting customer satisfaction, dramatic cost reduction and increased revenue, an enhanced corporate image, and employee job satisfaction through convenience and system efficiency.
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Rob Walters
Rob Walters is a well-known international expert in the voice and CTI arena who specializes in bringing together the worlds of computing, telephony, and multimedia. He is the Managing Director of Satin Information Services in Oxford, United Kingdom, and editor of the CTI Informer, an industry-related newsletter. He holds an MSc in telecommunications from Essex University. Mr. Walters is the author of five books, including Computer Mediated Communications: Multimedia Applications published by Artech House.