IBM Sales Center: With Computer Telephony Integration

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Source: IBM

Date: January 2008

Type: White Paper

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Overview: Computer Telephony Integration (CTI) is a technology that allows the integration of interactions on a telephone and a computer. CTI includes the integration of all customer contact channels, such as voice, e-mail, Web, fax, and so on, with computer systems. CTI involves using a computer to manage the incoming and outgoing telephone calls. This paper discusses how to integrate IBM Sales Center for WebSphere Commerce with a Computer Telephony Integration system that uses Java Telephony Application Programming Interface (JTAPI).

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