ABSTRACT
Say “ computer telephony integration” to most managers and the first thing that they’ll think of is “screen pop.” Unfortunately, that’s often the last thing, as well. Despite great strides in the development o f technology, and the creation of applications for that technology, there are still far fewer real-life examples o f the kind of intricate, top-to-bottom CTI call centers than we thought there would be by now>
Kevin Kerns of Apropos Technology (formerly Teledata Solutions) told me in 1997 that CTI was then in use in 2% of call centers - or less. That figure includes “ informal” call centers, like help desks. Other estimates then and since have ranged as high as 10-14%. Still, that’s a pittance. Why so few?
