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Since the publication of the first edition, the CTI world has changed significantly. Where it was once focused on the integration of voice systems with computer

This revised edition offers a comprehensive analysis of where computer telephony integration (CTI) came from and where it is going. The book provides a clear, i

If you want to grasp the full length and breadth of the rapidly developing computer telephony field, this book is the place to start. Author Richard Grigonis th

Learn how CTI works and how you can make it work for your company. Using real-life examples, this book shows how computer-supported telephony applied to call ce

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.