Course Name:	Computer Telephony Integration Training (CTI) Fundamentals
Course Duration:	2 Days
Deployment Option:	Onsite Training
Course Price:	$1495.00

Who Should Attend:

Voice, data and network professionals, designers and planners, enterprise network forecasters, product planners, market forecasters, investors and CIOs. This seminar presents the state and forecast of new technologies and services.

Prerequisites:

None

Course Description:

CTI or Computer Telephony Integration, involves integrating computer systems with telephony resources to augment the capabilities of a call center The CTI Fundamentals explains the concepts and ideas behind the CTI and its applications. The course covers CTI concept, technology, architecture, design, deployment and tools.

Course Objectives:

CTI or Computer Telephony Integration, involves integrating computer systems with telephony resources to augment the capabilities of a call center The CTI Fundamentals explains the concepts and ideas behind the CTI and its applications. The course covers CTI concept, technology, architecture, design, deployment and tools.

Course Outline:

Executive Summary Basics of Telephony Advantages of Computer Telephony PC-Based CT The Telephony Environment Telephone Networks Computer Telephony Systems Trends in CT Internet Telephony PBX Integration Unified Messaging On-board Fax PCI Cards Call Center Framework, Fundamentals, and Core Applications Call Center Technology Infrastructure and Trends PBX/ACD, standalone ACD, hybrid/CTI, and Communications Servers Switch application infrastructure Network infrastructure DID, DOD, DNIS and ANI Telephony Signals The Analog Interface T1 Lines E1 Lines ISDN Basic Rate DTMF and Multi-Frequency (MF) Dialing Impact and role of IP in the call center Call center Operations Call Routing Options Customer Care and Billing Operations Center Sales, Ordering, and Provisioning Processes Role of Workflow Systems Self-Service and Voice Processing Applications Tools Routing capabilities Network, switch, and CTI routing Call Center Reporting and Management Tools Advanced reporting capabilities Managing the workforce with tools Quality and monitoring systems CTI Applications by Market Common CT Applications Voice Mail Digital Dictation Automated Attendant Interactive Fax Pay-per-call Inbound Call Center Outbound Call Center Transaction Processing Others CTI Fundamentals What Is CTI? Interactive Voice Processing Fax Systems Simultaneous Voice-Data Videoconferencing Telephony Applications Program Interface (TAPI) TSAPI JTAPI CTI Architecture Signal Processing Boards PBX Systems Host-Based Systems Desktop Systems Client/Server Hardware Application Programming Interfaces (APIs) Standards Advanced Capabilities Telephony Buses Local Area Network Integration Fax Processing Automatic Speech Recognition Vocabulary Size Text-to-Speech Deploying Computer Telephony Integration (CTI) Automation and transformation CTI architectures Understanding how CTI works through call flows The role of data in CRM The link between CTI and CRM applications No technology is an island: integration with the enterprise Web-enabling the call center Text chat and Web collaboration Complete Inbound/Outbound Solution Web Callback S kills Based Routing Web Collaboration CTI / TAPI / TSAPI Business Systems Next generation capabilities Multichannel customer interactions Network-based routing and pre-routing services Inbound Telephone Calls with Interactive Voice Response and Live Agents Outbound Telephone Calls with Preview and Predictive Dialing Computer Calls from the Web with Keyboard Chat, Joint Browsing, Voice, Video, and Collaboration Voice and Fax Messages Wireless Live Internet Customer Care Advanced Multimedia Call Center Features Unlimited Queues and Agent Groups Skills-Based Routing Intelligent Priority Handling E-Mail Queuing and Routing Voice Message Queuing and Routing Interactive Voice Response Web Collaboration Remote Administration and Supervision Open Database Connectivity for Customer Reporting and Workforce Management Graphical Application Development Tools IP Integration Evolving To New Generation Call Centers Strategies for Integrating IP-Based and Legacy Call Center Technologies The Complete Solution CTI CIS CRM Multimedia Developing CTI Systems Choosing a Method Development Choices Planning the Application Selecting the Application Equipment Building the Application Choosing an Operating System Selecting Hardware Number of Ports Port Distribution Hardware Features Designing Applications Voice Mail Digital Dictation Inbound Call Center Outbound Call Center Buying CTI Tools

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