Since the publication of the first edition, the CTI world has changed significantly. Where it was once focused on the integration of voice systems with computers, the focus is now on IP-based voice, or converged networks and services. Today, the telcos are upgrading their systems from circuit-switched to IP-based packet-switched networks. Companies

Telephony Basics. IP Telephony. CTI Concepts and Applications. Interactive Voice Response. Unified Messaging. Wireless Technologies. Contact Center Technology and Management. Telemanagement and Outsourcing. Telecom Cost Management and Call Accounting. Preparing the Request for Proposal (RFP). Telephony Security. Implementing Telephony Systems. Trends and Directions. Appendixes.