Computer |
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by Tom Lassiter |
Previously, we glimpsed a brief overview of the new area of CTI (Computer Telephony Integration) that has already started to revolutionize both the PC and telephone industries.
Want a sample of what is out there today? Picture this: While in Timbuktu, you call your office from the airport, while awaiting TransNowhere's latest flight. You not only pick up your voice-mail, but also have e-mail and faxes (or other info in your PC) read to you over the phone, in your choice of languages.
Or this —Your office phone rings. Your PC screen tells you it is Joe Smith calling. You have the PC automatically recognize who is calling (Caller ID) and play a pre-recorded voice response to this call you were expecting from him - "I got us a 10:30 tee time Saturday, see you there". Or, maybe it is from Ms. Big-Client. Relying on the data in your PC PIM (Personal Information Manager) and caller ID, you look at the screen and answer "Hello Jane (Name pop from Caller ID data), happy 33rd birthday (special event pop from PIM data), is John (spouse's name pop from PIM data) throwing you a party tonight? I'm glad to see you received the proposal that was delivered last night (prior action pop coupled with tracking software). May I answer some questions on it; oh yes, the cancellation clause. There, it is on our screens now (whiteboarding shared resource function). Legal - sure, I'll get them joined in here (third party conferencing) with us onscreen."
Or SECURITY: While away from your office you need to access highly secured information? Call a phone number, say a selected phrase, have that transmission compared to a voice-print you personally recorded previously, receive a one-time password good for the next 10 minutes only, and use it to access your protected site on the Internet, intranet, etc.
Do you like the endless list of voice mail menu options you go through today? The new CTI uses both Caller ID and voice keyword recognition to listen to the caller's request; then immediately route the call to the proper person or office. It may even automatically generate a reply fax or voice response with the requested information.
Get the picture? Anyone who has a PC and a telephone involved in their work is going to wind up connected to the new hardware and software that is already here and more that will be rolling through the floodgates in the next year or two.
Hint. Most of the good stuff is not coming from the big traditional telephone equipment vendors but from smaller companies who can assimilate and integrate software and hardware to meet individual needs in scaleable fashion. Lots of hardware and software building blocks are there for them to work with; and boy — do they know how to mortar them together. Keep your eye on this technology — it's a winner!
Tom Lassiter is a HAL-PC member.
E-mail me at webmaster@hal-pc.org with any comments you have and tell me what you want to see here.
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