Computer Telephony Integration, Second Edition has been updated to reflect recent changes in the industry and will help managers make the right decisions for their communications infrastructure. This text covers convergence, standard phone, new tools and powerful for call center, IP telephony (VoIP), infrastructure management tools, and advanced business applications. In addition to the latest developments in CTI technology standards such as IVR, voicemail, voice recognition, and applications, this edition includes expanded chapters on safety, cost management, call center technology, and IP telephony. Unify the author's experience in the field, Computer Telephony Integration, Second Edition will help IT professionals make the communication and efficient, cost effective decisions that will lead to improved customer service, increase productivity, reduce costs, and enhanced workflow automation.