| TÍTULO/RESP.: | | AUTOR(ES): | BRADSHAW, David; WOOD, Stephen; DELANEY, John | PUBLICAÇÃO: | London: Ovum, 1999 | DESC.FÍSICA: | [6], 282 p. ; 30 cm | ISBN: | 1-902566-09-2 | NOTAS: | "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." | TEMA: | Comunicações Eletrónicas | ASSUNTOS: | Comunicações; Serviços-de-Voz; Serviço-Telefónico; Internet; Call centres; Mercado | DATA PUB.: | 1999 | TipoReg: | Material Textual Impresso | LÍNGUA: | ENG |
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