Integration of Computer Networks and Telephony Systems-Computer Telephony Integration

Hitoshi Matsushima Toshiyuki Sato Takashi Sato Toshiaki Koyama ABSTRACT: By the maturity of the economy and the increase of competition among enterprises, various customer channels, the quality of services, customer satisfaction, and productivity in offices are becoming increasingly important. Telephones and facsimiles are real-time communication devices which provide users with an interface point to their customers. A PC LAN (personal computer local area network) is an important business tool for users to build and share a customer database or information management system. This computer telephony integration (CTI) technology is rapidly attracting attention. Consequently, the following two platforms have been developed: the CX-CTI/CallCenter which operates in a call center, and the CTNETServer for office use. The CX-CTI/CallCenter improves customer satisfaction and productivity by utilizing PBX (private branch exchange) and telephones, while the CTNET-Server, based on Windows NT, improves office productivity.