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1、IntegrationofComputerNetworksandTelephonySystems—ComputerTelephonyIntegrationHitoshiMatsushimaABSTRACT:BythematurityoftheeconomyandtheincreaseofToshiyukiSatocompetitionamongenterprises,variouscustomerchannels,thequalityofservices,customersatisfaction,andproductivityinofficesareTakashiSatobecomi
2、ngincreasinglyimportant.TelephonesandfacsimilesareToshiakiKoyamareal-timecommunicationdeviceswhichprovideuserswithaninterfacepointtotheircustomers.APCLAN(personalcomputerlocalareanetwork)isanimportantbusinesstoolforuserstobuildandshareacustomerdatabaseorinformationmanagementsystem.Thiscomputert
3、elephonyintegration(CTI)technologyisrapidlyattractingattention.Consequently,thefollowingtwoplatformshavebeendeveloped:theCX-CTI/CallCenterwhichoperatesinacallcenter,andtheCTNET-Serverforofficeuse.TheCX-CTI/CallCenterimprovescustomersatisfactionandproductivitybyutilizingPBX(privatebranchexchange
4、)andtelephones,whiletheCTNET-Server,basedonWindowsNT,†1improvesofficeproductivity.INTRODUCTIONapplicationprogramminginterface(API)hasTODAY,whenthematurityoftheeconomyhasacceleratedthoseactivities.Hitachi,Ltd.havecoupledwiththeincreaseincompetitionamongdevelopedtwoplatforms,theCX-CTI/CallCentera
5、ndenterprises,variouscustomerchannels,qualityoftheCTNET-Serverbasedonthesestandards.Inthiscustomerservices,customersatisfactionandpaper,thebusinesstargetsandfeaturesofthesesystemsproductivityhavebecomeacriticalmatterforaredescribed.companies.Telephonesandfacsimilesaredeviceswhichprovideuserswit
6、haninterfacepointtotheirHITACHI’SCTIBUSINESSTARGETScustomers,whilePC-operatedinformationprocessingThemajortargetsforHitachi’sCTIapplicationsystemsareusedtoanalyzemarketneedsandtrends.systemsareasfollows:Computertelephonyintegration(CTI)technology,·AhighlyqualitativeandreliableprofessionalCTIwhi
7、chisrapidlyattractingattention,combinesPCsystem,designedspecificallyforuseincallcenters.LANs(personalcomputerlocalareanetworks)with·Anofficesystemwhichsupportsunifiedmessagingtelephonydevices,suchasthosementionedabove.andgroupware
