| Publisher | Alcatel | ||
|---|---|---|---|
| Format | 505.8KB PDF | Date added | 01 Jan 2005 |
| Topics | VoIP - IP Telephony, Telephony Systems - PBX | ||
| Downloads | 56 | ||
Computer telephony integration (CTI) for contact centers was originally developed for office PBX environments, that is, non-remote. However, advanced telephony services and mobility have been incorporated into new telephony protocols and technologies such as VOIP and SIP. As a result, mixed situations, where legacy PBX, PSTN, CTI, and VOIP co-exist, will continue well into the future and lead to scenarios where remote call center agents will need to work in mixed PSTN/VOIP environments. This paper describes the increasing importance of mobility and the implication of experts in call center operations.
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