January 1999

CTI^�'s 1998 Product Of The Year Awards

ARTICLES

Call Center CTI
Creating A Virtual Call Center Through CTI
By Leo Toledo, IEX Corporation

A New Frontier: Contact And Process Management Automate Customer  Service Delivery
By Robert Alley, Hewlett-Packard

Developer
VoIP: Evolution By Design
By William H. Matlack, Jr., Enterprise Computer Telephony Forum

Whither S.100?
By Mike Coffee, Commetrex Corp.

Feature
Quality Of Service: Traffic Management On The IP Network
By Elizabeth Racioppi, Nortel Networks

Internet Telephony
Can Enterprise Make The VoIP Leap?
By Matthew Finnie, VocalTec Communications

Riding The IP Telephony Rocket
By Michael J. Sargent, Inter-Tel, Inc.

The Introduction Of H.323-Compliant VoIP Solutions
By Tom Flanagan, Telogy Networks, and Dr. Michelle Blank, RADVision

Network Telephony
The VPN Speaks
By Agnes Imregh, RedCreek Communications

Marketplace
Out Of Gas Or Just Idling? Mexico’s Telecom Infrastructure Race
By Carlyn Taylor, PricewaterhouseCoopers

PUBLISHER’S OUTLOOK

• Outlook On Convergence
  By Rich Tehrani, Publisher, CTI^�

REVIEWS

• The Amanda Company’s (taa) [email protected]
• BICOM, Inc.’s 3000-xE1
• Black Ice Software’s Impact Fax Pro
• Compaq Computer Corporation’s Microcom 705 Corporate Communicator
• Dictaphone Corporation’s Symphony CTI /da Vinci
• VoiceGate Corporation’s Voice Wizard

DEPARTMENTS

• CTI News
  
  
• Editors' Notebook
  
  
• Cc:
  Windows Tips To Keep Your CTI Apps Running Smoothly
  By Tom Keating, Executive Technology Editor, CTI� magazine
  
  
• On The Horizon
  Embedded CTI — The Best Of Both Worlds
  By Brough Turner, Natural MicroSystems
  
  
• Inside Networking
  Policy-Enabled Networking For Business Advantage: What’s It All About?
  By Tony Rybczynski, Nortel's Bay Network Division
  
  
• Compass
  Internet Telephony And The Three I’s
  By Jeff Lawrence, Trillium Digital Systems, Inc.
  
  
• Web Site Awards