| Computer Technology Integration currently exists as a | | | | Today’s contact centers rarely scale over 500 |
| discipline of technology that remained in a silo for many | | | | agents per PBX. The limiting factor is the CTI |
| years, isolating it from the rest of enterprise | | | | technology that provides the event driven messaging |
| technology. The negating factor is economies of scale | | | | to the call center adjuncts. This method of delivering |
| due to the loosely coupled components known as | | | | the CTI message originally started out as a 9600 Baud |
| adjuncts that give us the ability to produce service | | | | serial stream which adapted to a socket based IP |
| offerings for the business such as call recording, | | | | stream that delivers the same data with an equivalent |
| data-rich screen-pops of customer information, | | | | throughput due to message queuing restrictions of the |
| predictive outbound dialing, and intelligent call delivery to | | | | switch fabric. The major limitation that exists with the |
| geographically dispersed groups of call center agents. | | | | current environment is the delivery of messages |
| The concept of a phone switch such as a Central | | | | between adjuncts and the PBX. |
| office (CO), private branch exchange (PBX), or | | | | The emerging technology of Session Initiated Protocol |
| Automated Call Distributor (ACD) refers to a highly | | | | (SIP), delivers itself in a messaging format similar to |
| concentrated collection of phone lines that connect | | | | email and DNS. |
| two or more people to facilitate a phone call. | | | | |