November 1998

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ARTICLES

CALL CENTER
What Call Centers Might Overlook When Deploying Workforce Management Software By Chris Donner, CTI� Magazine

The Yin and Yang of Call Routing: Finding Balance In The Call Center (sidebar)
By Janice P. Anderson, Lucent Technologies

Building Efficient Multimedia Call Centers
(sidebar)
By Steve Gray, Mitel Corporation

NETWORK TELEPHONY
Telecommuting Is On The Move
By Gary Andresen, AltiGen Communication, Inc.

DEVELOPER
How ISVs Can Minimize Time To Market: The Advantages of Partnering
By Jonathan Shapiro, Jonathan Shapiro

"Peerless" Partnering (sidebar)

Software Developers Will Find Opportunity As CTI Goes Mainstream
By John G. Alfieri, Dialogic Corporation

Tips For Developers  (sidebar)

APPLICATION STORY
Payroll Giant ADP Raises Customer Satisfaction With CTI-Enabled Call Center
By Becky Slipe, Clarify Corporation

Ensuring Quality Customer Interactions With Random Monitoring
By Ryan Hollenbeck,Witness Systems

INTERNET TELEPHONY
The Internet Telephony Paradox:
Combining Mutability And Stability
By Pam Thompson, PulsePoint Communications 

Extending Internet Telephony To Consumers: The Importance Of Market Share (sidebar)
By Sarah Hofstetter, IDT Corporation

Sidebars
TMC Labs: Realizing A Vision

CTI EXPO: Learning Centers At A Glance

CTI EXPO: Corporate Sponsor Spotlight

REVIEWS
NTI Universal KVM Switch

SpeechMike Pro

TalkWorks PRO 2.0

OfficeLink 2000

DEPARTMENTS
CTI News

CTI Web Site Awards

CTI Spotlight

Editor’s Notebook

Cc:
Call Center Agent Meets Agent 007
By Tom Keating, Technology Editor, CTI™ magazine

On The Horizon
CT-Based Gateways: Faster, Cheaper, Better
By Brough Turner, Natural MicroSystems Corp.

Inside Networking
IP -- Getting Some Class
By Tony Rybczynski, Nortel Networks' Enterprise Solutions

CoS Or QoS - What's The Difference? (sidebar)