April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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38 2.5 CTI implementation guidelines
Optical character recognition (OCR)
OCR is another DSP-based technology that converts a scanned image into
text. When used with fax images, it can convert an incoming fax to a docu-
ment that can be edited or pass it to a text-to-speech application to be read
aloud.
2.5 CTI implementation guidelines
The implementation of a CTI solution begins with the selection of an over-
all system architecture. One of two options may be selected:
Traditional mainframe level (enterprise)
Workgroup (client/server) level external to existing telecommunica-
tions switches and infrastructure
These options represent two philosophically ...
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