Developing the strategic value of customer interaction centers is dependent on how well computer telephony platforms are built. A robust platform will reliably, consistently, and dynamically bind ...

Computer integrated telephony seems like the perfect technology hybrid, but has it lived up to its expectations? asks David Boothroyd Some combinations of technology sound like ideal bedfellows but ...

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ROCKVILLE, Md.--(BUSINESS WIRE)--3CLogic, a leading provider of cloud communication as a service, today announced its new and enhanced Computer Telephony Integration (CTI) for ServiceNow. The update ...

One nice thing about communications protocols is that there are so many. No matter what you want to do, you can find a protocol that will allow it. Of course, as new communications technologies are ...

LAS VEGAS & PLEASANTON, Calif.--(BUSINESS WIRE)--ManageEngine, the real-time IT management company, today announced the release of the latest edition of ServiceDesk Plus - MSP, the company’s web-based ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Upland InGenius is a computer telephony integration (CTI) innovator that empowers contact centers to increase productivity and enhance the customer experience. InGenius intelligently blends existing ...

Without computer telephony integration (CTI), your call centre agents simply don’t know enough about your clients to be truly productive. In the era of ‘big data’, customers expect that the brands ...

Data from this 1997 study projects a startling disparity in hardware and software sales for computer telephony over the next few years. This reflects the subsuming of currently separate hardware ...