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CTI in the corporate enterprise
Author(s) -
Wetterau James
Publication year - 1998
Publication title -
international journal of network management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.373
H-Index - 28
eISSN - 1099-1190
pISSN - 1055-7148
DOI - 10.1002/(sici)1099-1190(199807/08)8:4<235::aid-nem307>3.0.co;2-f
Subject(s) - computer science , service quality , telecommunications , quality (philosophy) , telephony , customer service , service (business) , call centre , operations research , engineering management , marketing , business , philosophy , epistemology , engineering
The goal of computer telephony integration (CTI) is to present information about the caller on a data screen, while the call is in progress. It has the potential to reduce the cost of customer contact, and improve the quality of customer service. So how, precisely, is this done? © 1998 John Wiley & Sons, Ltd.