Next generation call centres: CTI, voice and the web / David Bradshaw, Stephen Wood and John Delaney

BRADSHAW, David; WOOD, Stephen; DELANEY, John

London: Ovum, 1999

[6], 282 p. ; 30 cm

1-902566-09-2

"Computer-telephony integration (CTI) is evolving into CMI - contact media integration - as call centres move to support self-service as well as agent service. Self-service access is achieved using two technologies complimentary to basic telephony: the Worldwide Web and interactive voice response (IVR). This report presents and assesses the new opportunities for call centres and their suppliers, made possible by the new self-service technologies, advanced CTI and network CTI - the option to outsource CTI provision to an external service provider. The business strategies in Next Generation Call Centres: CTI, Voice and the Web give companies clear advice on defining a call centre strategy and building an infrastructure to support it. The report analyses the call centre market and forecasts the effects that the new technology will have up to 2004."

Comunicações Eletrónicas

Comunicações; Serviços-de-Voz; Serviço-Telefónico; Internet; Call centres; Mercado

1999

Material Textual Impresso

ENG