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Packet switching, 274
Pareto's law, 281
Passive loyalty, 281
PBX. See Private branch exchange
PBX/ACD, 51
PBX/ACD hybrid, 47
PC-ACDs, 47
PC architecture, 17
PCM expansion bus (PEB), 274
Percent allocation, 274
Performance
evaluation, 76
measuring, 8, 10
monitoring. See Monitoring; Monitoring systems
Personal organizer application, 33
Pharmaceutical manufacturer, CRM gains for, 222
Philips Oral Healthcare, 183-184
Phone switch. See Private branch exchange (PBX)
Pilot test, 281
Plain old telephone service (POTS), 274
Planning, collaborative, 88-89
PMOs. See Program/project management offices
POI. See Point of interaction
Point of interaction (POI), 280, 281
Pooling resources, 90
Port, 274
Portal, 274
Postal correspondence, 101
POTS. See Plain old telephone service
Power audit, 124
Power dialer, 275
Predictive dialer, 275
Preview dialing, 275
Primary rate interface (PRI), 275
Primavera Systems, 194-197
Prioritizing rules, 175
Priority levels, 102
Privacy of personal information, 228
Private branch exchange (PBX), 3
adding to, 20
call handling features, 33
as core technology, 7
CTI implementation and, 38
CTI origination in, 34
customer premise model and, 30
defined, 275
Northern, 175
switch links and, 35
vendor contact and, 40
Productivity
CTI and call center, 24
service level and, 106
Productivity guidelines, 64-87
advanced workforce management systems and, 67-68
measuring results, 83-84
for monitoring systems, 83
Web-driven interfaces, 86
workforce management cycle, 68-83
workforce management systems, 64-67
Profitability
employee environment and, 116-117
gains, 112
Program/project management offices (PMOs), 236
Project checklist, CTI, 39-40, 42-45
"Proof of concept," 220
Property and casualty insurer, CRM gains for, 222
Protocol, 275
Public network model, 27-29
Public switched telephone network (PSTN), 275
Pulse code modulation (PCM), 31
Purdue University Center for Customer-Driven Quality, 62-63
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