Call Center Operation: Design, Operation, and Maintenance

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