Monday, December 20, 2010

The four harmonious friends


Such painting takes place in most Bhutanese homes, lhakhangs and monasteries, and dzongs in the form of a wall painting or a Thanka, there are few who understand its real connotations.
While many believe that the painting symbolises harmony and unity in family or society, it has a world of meaning contrary to its commonplace perception as an obvious symbolism of harmony.
According to a Bhutanese scholar,the Puen Zhi can be traced back to various life cycles Lord Buddha attained before his enlightenment. "Bhutanese believe it as a context of the teachings of Lord Buddha," 
"It symbolises interdependence despite the difference in size and strength of the animals. It is an epitome of friendship, cooperation, good relation without considering hierarchy, strength, power or even size. It depicts the virtues of Buddhist morals. At a single glance one will know that four different species of animals are united in harmony."
He explained the animals are representations of Lord Buddha himself and his close advocates: the bird is Buddha himself, the rabbit is Sheribu (Shari Putra), the monkey Mou-Gelgi-Bu (Mugyalyana), and the elephant Kingau (Ananda). "The painting teaches most of the Bhutanese values of etiquette like respect for elders, cooperation, and generosity. You need not become a monk or a nun to practice religion, the four animals can be an example," said a buddhist scholar.
In modern Bhutan, the concept of the Puen Zhi can also be interpreted as the basis of His Majesty's concept of Gross National Happiness, according to the scholar. "To achieve Gross National Happiness we need harmony and unity among the people. The four animals can be compared to the four pillars of GNH,"
The painting of the Puen Zhi, like many other Buddhist paintings, depicts Buddhist morals. "It depicts harmony, unity, and integrity despite their sizes and strength". "It can be also interpreted as the need of unity in the country despite having different races. People paint the four friends at home with a belief that there will be no separation, discord, and partition within the family."

Thursday, December 16, 2010

Evoluation of CTI

Introduction
Since 1979 some of the companies had come up with different brand of CTI products.
Windows 2000 builds upon the support for computer-telephony integration (CTI) that was first introduced in previous versions of Windows operating systems. This is in response to an increasing interest by developers in creating CTI and conferencing applications, and a need on the part of network administrators to deploy CTI and conferencing solutions on their networks.
With TAPI applications, users perform telephone operations from the user interface of the computer using integrated computer-based information, such as personal directories or databases. Computer-telephony integration (CTI) applications range from Phone Dialer programs, which allow a user to click a number on the computer screen, to programs that manage conference calls. TAPI provides standard programming interfaces and delivery mechanisms, such as speed dialing, transferring calls, and integrating Caller ID functions, that simplify the delivery of telephony operations.
Additional examples of CTI include:
Integrated Services
Moving voice mail to the computer enables the creation of a universal inbox containing e-mail, voice mail, and fax messages.
Additional examples of CTI include:
Integrated Services
Moving voice mail to the computer enables the creation of a universal inbox containing e-mail, voice mail, and fax messages.
It has been the challenging business for the western world.
Now It is one of the booming industry in India due to it’s growing economy.
This technology started gaining widespread adoption in markets like North America and UK/Northern European countries.
 Reducing cost:
     CTI, costs can be reduced through the following: 
Shortening the average length and duration of calls thereby maximizing the number of talk minutes per hour and reducing the required number of staff
Reducing/reducing telephone line requirements
     By using CLI/ANI, automating the call-back of inbound abandoned calls, the warm leads, and outbound calls that were unanswered or received a busy signal
     Professionalism improves the company image thereby increasing the volume of customer calls
2 Increasing Productivity:
   By implementing CTI, organizations can reduce the average duration of each call, ensuring that a higher percentage of call time is spent productively. This extra time can be used to handle a larger call volume, without increasing staffing levels.
3 Better Customer Service
With CTI, customer service can be improved in the following ways:
Offering a faster, more personalized service based on CLI/ANI, DDI/DID and voice processing input by minimizing time spent on the ‘discovery’ phase of the call
Providing a higher degree of accuracy of data entry
.     Retaining customer information on transfer (avoiding the need to request or repeat information when transferred to another agent)
4 Total Interaction Management incorporates an advanced set of tools to manage the routing, notification, alarming and escalation of all types of multimedia interactions in the call centre, including live calls, emails, Web contacts and fax communications, through one common business-rules driven interface.
* Total Interaction Management delivers a comprehensive set of historical reporting, decision support, management and resource allocation tools that can be applied enterprise-wide, regardless of interaction media type.
Other factors are like:
5   Corporations using CTI report significant gains in efficiency (30 to 50 per cent is common) while increasing   customer satisfaction.
Call center as and CTI example
Call Center Applications
There are two ways to integrate:
Through an interface to the hardware-based system, such as a Public Branch Exchange (PBX) or an external Automatic Call Distribution (ACD) system.•
Through an entirely software-based system, such as an IP telephony network or an IDC built entirely on the Windows 2000–based server.
Historically, call center applications that direct calls based on information gathered from a database have been built on relatively expensive, proprietary systems that are challenging to customize and to integrate with existing information systems. By making these applications entirely software-based, call center applications can be developed more quickly at a decreased cost, and become more tightly integrated with computer-based information systems.
Predictive Dialing    In an outbound telemarketing environment, a telephony server with the appropriate hardware can rapidly dial a list of chosen numbers. When a connection is detected with a live person, the call is immediately routed to a customer service agent. Because only a fraction of calls result in connections with people, as opposed to those that are busy, have no answer, or are picked up by an answering machine, this application can dramatically improve the efficiency of outbound telemarketing by limiting time spent on non-productive calls.
Interactive Voice Response    Interactive Voice Response (IVR) allows developers to create voice menus that callers can obtain with the telephone keypad, using them to access information or execute transactions. Auto attendants handle initial routing of incoming telephone calls with outgoing messages, such as "For sales, press one."
Computer PBX    TAPI can provide an interface to single-box, personal computer–based PBXs. In these environments, sophisticated call processing services can be implemented entirely within Windows 2000 using comprehensive, connection control and media API.
IP Telephony and Conferencing    TAPI includes IP telephony service providers, which enable video conferencing over IP networks.
                Things required for CTI
Computer Telephony Software - CTI Software and Phone Systems
CRM Software - Customer Relationship Management with CTI Features
CTI Phone Systems - Computer Softphone Dialer and Software
IVR Software - Interactive Voice Response
Predictive Dialer - Auto Dialer Systems
Softphone Software - Web and PC CTI Enabling Software
Voice Broadcasting - Send Recorded Voice Messages To Individuals