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IAMs. See Integrated application modules
IBM LAN Manager, 26
Incoming call center
changes in, 97-98
opportunities and challenges for, 96-97
planning and managing, 95-96
as total process, 89
use of term, 96
Incoming Calls Management Institute, 83, 94
Informational data warehouse, 58
Integrated application modules (IAMs), 52
Integrated call centers, 8-9
Integrated services digital network (ISDN), 52, 272
Integrated software vendors (ISVs), 273
Integrated systems, 9-10
Intelligent routing, 177
Intelligent terminal, 17
Interactive digital TV, 74
Interactive protocol (IP), 273
Interactive voice response (IVR)
ACD integration with, 48
in communications environment, 21
defined, 273
as enhanced CTI service, 37
power failure and, 122
at Nordea, Merita Bank, 178
Intercom call, 31
InterExchange Carrier (IXC), 273
Interfacing hardware, for telecom switching systems, 31
Internet
call control standards and, 20
role in call centers, 54-57
text-based interaction and, 56-57
text and visual information and, 21
See also Website
Intranet, 79
ISDN. See Integrated services digital network
ISVs. See Integrated software vendors
IT-focused CRM, 241
IVR. See Interactive voice response
IXC. See InterExchange Carrier
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