Computer Telephony Encyclopedia

ISBN: 9781578200450 出版年：2000 页码：576 Grigonis, Richard CRC Press

From the Book: A fter more than a decade in the back of the telecommunications closet, computer telephony (CT) is finally poised to step out and become one of the new century's most important mainstream technologies. And it's about time. Why is CT suddenly so hot? And why the delay? After all, CT has been commercially available since the mid-1980s. The answer is simple. In the world of mainstream computing, open systems have long been the norm. But the CT world has been made up of separate, often proprietary systems handling functions like voice processing and computer-based fax. This has made CT systems expensive and hard to manage. It's meant that to add services, customers have had to add separate systems. For instance, even though a company's voice messaging system and interactive voice response (IVR) system might use exactly the same voice processing hardware, there was no way for them to share resources and minimize hardware costs. Today, that picture is completely changed. Next-generation CT systems are built around an open CT server that works like a PC or database server. With a standard framework, users can choose from a wide range of CT applications and technologies. Multiple applications can share media processing and network resources. Applications can simultaneously support legacy network infrastructure like PBXs and central offices, as well as nextgeneration Internet protocol (IP) solutions like gatekeepers and soft switches. By enabling choice and flexibility, the CT server makes it easy and affordable to build a best-in class-solution: the best applications, the best technology, the best infrastructure, and the best integration. Tomorrow's Communication Services In tomorrow's world, communications will be all about value-added services provided by an application-driven interactive network. With today's networks converging, there will only be The Net - providing high-bandwidth packet communications from a user's pocket, palm, or portable computer to anyone, anywhere. The convergence of the voice and data networks will enable natural voice interfaces that will make advanced communication services more accessible. CT is becoming a more responsive, application-driven interactive customer service technology that lives on the network's edge. This new converged world will also mean expanded opportunity - for example, the hosting of services. Service providers can offer integrated applications that deliver real value to their business subscribers, who will see that communications features aren't just for telcos anymore. Telecom hosting operates telecom applications from within the public network edge. It's a concept whose time has come. The Web has given businesses a completely new view of customer contact and employee productivity functions. Web-enabled applications have provided new ways for businesses to gain a competitive edge. Businesses will expect the same opportunities and competitive advantages with telecom services. The market potential is huge. An estimated eight million U.S. businesses are targeted as growth companies (Source: Yankee Group). Businesses with their own infrastructure are looking to lower costs, improve operational efficiencies, accommodate growth, and meet changing needs. Large organizations are expected to increase their spending on telecom in the next two years by 56 percent (Source: Schema). The application-driven interactive network will use open CT servers to offer users an exciting array of news services far beyond today's basic connectivity. Soon, a user's personal and business applications will all live on the same network - making it easy to interact with customers and business partners in the way that serves them best It will be a new age in communications that changes the way all of us work and live. Watching CT technology move so quickly into our everyday lives is exciting - especially for those of us who've been involved from the beginning. But the rapid-fire changes also make it crucial for everyone involved in the CT industry to have in-depth, up-to-date reference information in their hands. That's what this and future editions of this encyclopedia will strive to provide.