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Table Of Contents

Section				Page
	About this report			vii
1.0	Introduction and Overview			1
	1.1	CTI Definition		1
	1.2	Backgrounder		2
		1.2.1	Desktop CTI	2
		1.2.2	Wireless CTI	3
		1.2.3	Workgroup CTI	3
	1.3	Routine CTI Business Applications		4
	1.4	The Canadian CTI Market		7
2.0	CTI Technology			9
	2.1	Network Configuration		9
		2.1.1	Server-Centric	9
		2.1.2	Phone-Centric	9
		2.1.3	Voice-Server	10
		2.1.4	PC-Centric	10
	2.2	CTI Hardware		10
		2.2.1	Basic, full-service "Voice" Cards	11
		2.2.2	Fax Cards	11
		2.2.3	DSP-based Universal Cards	12
		2.2.4	Switch Matrix Cards	12
		2.2.5	Line Interface Cards	12
		2.2.6	The Computer "Bus"	12
	2.3	CTI Software Interfaces		13
		2.3.1	APIs	13
		2.3.2	TAPI	13
		2.3.3	TSAPI	14
		2.3.4	JTAPI	15
	2.4	Application Generators (AppGens)		16
	2.5	Industry Alliances		17
		2.5.1	Versit	17
		2.5.2	ECTF	17
		2.5.3	VPIM	18
	2.6	CTI Channels to Market		19
	2.7	CTI Applications		20
		2.7.1	Middleware	20
		2.7.2	Unified Messaging	21
		2.7.3	Screen Pops	22
		2.7.4	Predictive Dialing	22
		2.7.5	Interactive Voice Response (IVR)	23
3.0	Manufacturers			25
	3.1	Aspect		25
			The Prospect CTI System	25
	3.2	Lucent Technologies		26
		3.2.1	CallVisor	26
		3.2.2	PassageWay	26
		3.2.3	Unified Messenger	26
		3.2.4	Visual Messenger	26
		3.2.5	Other Lucent Messaging Products	27
		3.2.6	IVR	28
	3.3	MITEL		28
		3.3.1	Mitel's CTI Philosophy	29
		3.3.2	Mitel's Strategic Alliances	29
			Callware Technologies Inc.	30
			Dialogic Corporation	30
			Digital Equipment Corporation	30
			incAlliance	30
			Ingram Micro Inc.	31
			Madge Networks	31
			Q.SYS International, Inc.	31
			Spanlink Communications, Inc.	31
		3.3.3	Mitel's CTI Products	31
			NeVaDa	32
			CTI@home	32
			Mitel Call Centre Agent Automation	33
			PhoneWare Server	34
			PhoneWare Client	34
	3.4	NEC		35
		3.4.1	NEC's CTI Initiative	35
		3.4.2	NEC's CTI Products	36
			EmpowerWorX	36
			AIMWorX	36
			FastCall	37
			PhoneKits	37
			PhoneLine	37
			PhoneMax	38
			PhoneTastic	38
			PhoneWare	39
			Support Express	39
	3.5	NICE Systems/Dees Telephony Division		39
		3.5.1	Company Profile	39
		3.5.2	Dees CTI Products	40
			Universe	41
			Mediator Express Console	41
			Mediator Direct ACD	42
	3.6	Nitsuko		43
	3.7	Nortel		44
		3.7.1	Nortel's CTI Strategy	44
		3.7.2	Business Affiliate Program (BAP)	44
		3.7.3	Computer Telephony Integration Solutions for VADs	45
		3.7.4	Professional Services Development	45
		3.7.5	CTI System Integration Services	46
		3.7.6	Nortel's Strategic Allicances	46
		3.7.7	Meridian Link	47
		3.7.8	Meridial 1 NetWare Telephony Services (TSAPI)	48
		3.7.9	TAPI Service Provider for Meridian	50
			Overview	50
			IVR Integration	50
			Networking	51
			Microsoft Remote Service Provider	51
		3.7.10	Symposium Products	51
			Symposium Call Centre Server	52
			Symposium Messenger	53
			Symposium IVR	54
			Symposium Personal Call Management	54
			Symposium Multimedia Conferencing	55
		3.7.11	Norstar CTI Products	55
			Norstar Desktop CTI Solutions	56
			Norstar Computer Telephony Adapters with Personal Call Manager	56
			Norstar  CTI Solutions	57
			Cintech	57
			Innings Telecom	58
		3.7.12	Digital Centrex CTI	59
		3.7.13	Companion CTI	60
	3.8	Rockwell		61
	3.9	Toshiba		64
		3.9.1	Toshiba's TAPI	65
		3.9.2	Toshiba's CTI Applications	65
		3.9.3	Strata Hospitality Management Information System	66
4.0	VARs and SIs			67
	4.1	Overview		67
		4.2.1	CallPro Canada	67
			Telepath	69
			e-Commerce	69
		4.2.2	IBM	70
		4.2.3	Periphonics	71
			Background	71
			CTI Activities	71
			Product Review	72
		4.2.4	Prima Telematic Inc.	73
			Corporate Profile	73
			Acquisitions	74
			Partnerships	74
			Products	75
		4.2.5	Quintus Corporation	75
		4.2.6	Xentrax Information Systems	76
			IEX Corporation	76
			Teknekron	77
			Telecorp	78
			Telecorp Products	78
5.0	The Computer as a Phone			80
	5.1	Telephone Cards		80
		5.1.1	Nortel Symposium Communicator  2.0	80
		5.1.2	Toshiba Strata PC Digital Telephone	80
	5.2	The UnPBX		81
		5.2.1	Introduction	81
		5.2.2	Mitel SX2000	82
		5.2.3	Computer Talk Technology ICE	83
6.0	Internet Based CTI			86
	6.1	Overview		86
	6.2	Long Distance Calling		86
		6.2.1	Introduction	86
		6.2.2	Technology	86
		6.2.3	Services and Products	88
			Services	88
			Products	89
	6.3	Internet Call Centres		90

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