文档介绍：Client-puting
and the Call Center
Carl R. Strathmeyer
Marketing Director
Computer-Telephone Division
Dialogic Corporation
What Is Client/puting?
You hear the client/server buzzword everywhere these days, it seems
and usually in the context of some arcane technical discussion. But client/
puting is going to have an important effect on call centers, be-
cause it allows you to do what youve always wanted: add new features and
capabilities to support your service reps, without having to touch those old,
difficult-to-change data processing systems. And as youll see in a moment,
client/puting isnt really hard to understand. Mostly, its -
mon sense.
Simply put, client/puting anizing an information system
as a co-operating group of independent, modular subsystems. Whats new
about this, you ask? Its the way people have always worked: Everyone has
his specialty, and groups of people work together to plish an overall
task.
But until recently, this is not the way information systems have worked.
Take airline reservation systems, for example. Designed decades ago, they
operate on the principle of a huge puter system that handles all
the tasks involved in booking an airline seat: maintaining the database of
available seats, administering booking procedures, and even arranging each
character of text on many thousands of reservation terminals worldwid