Archive for March, 2009

Tropo: Interesting online IVR platform and a nice intro by Ted Naleid

Posted in Telephony on March 30th, 2009 by gvag – Comments Off

Interesting online IVR platform and a nice intro by Ted Naleid. Here is the original link.

Rewarding Good Customer Behavior in the Call Center

Posted in Customer Care on March 27th, 2009 by gvag – Comments Off

No Jitter | blog.

A very nice customer care article for using web self service tools to reward customer whenever the try first self-service paths for a given problem before go to a live agent.

More to come on the web self service tools that can be used.

JTapi Overview

Posted in JTapi on March 26th, 2009 by gvag – 26 Comments

The Java Telephony API (JTAPI) is a portable, object-oriented application programming interface for Java-based computer-telephony applications.

This article is an introduction to the Java Telephony API, presenting the most important elements of this and attempts to clarify some basic issues that will be the base for the following articles.

JTapi can be used to integrate CRM or other applications with a telephone system, create applications that handle incoming calls, create application that place outgoing call on behalf of a user, or in general provide an automated way for a user to handle his telephone set.
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