The progress of integrated computer and telephone networks has beenheld back - it has proved too difficult to marry the two technologies, yetCTI could have enormous benefits for call centres. Robert Jaques exploresthe future of CTI and examines some of its business applications.
The key problem with computer telephony integration (CTI) comes from the actual integration of the technologies. Computers and telephones can make uneasy bedfellows. Although the theory of a call...
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