Computer telephony software transforms most modern computers into powerful telecommunications tools by integrating functions like memorized phone lists, voicemail and even video to your computer.

Computer telephony software is diverse and sophisticated. Computer telephony interfaces can be as simple as onscreen dialers or CTI computers, which fully interface with a business' telecommunications system through workforce telephony software. Consider the following basic information on computer telephony:

1. Companies using Voice over Internet Protocol (VOIP) and software integration eliminate the telephone from the network.

2. Computer telephony integration lets you use the power of your networked computer to share video and audio resources.

3. A power dialer automates telephone dialing while allowing a human to complete the call if it goes through. Included software can also help compliance with the National Do Not Call Registry.

Action Steps
The best contacts and resources to help you get it done

Examine how software telephony fits your business model

If your needs are merely to dial phone numbers stored in a computerized address list, look for PC telephone software integrated into address software. Microsoft Windows allows you to dial a phone connected with a phone jack through the address book in the computer. A sophisticated computer telephony integration system or CTI computers fully replicate the functions of a PBX phone system, which includes call routing, conferencing and voice and video recording. Often a computer telephony solution tracks whom you called and the duration to create an activity log.

I recommend: Use a company like Talk Switch, which provides complete phone systems and small business VoIP. For more information on security risks when using VoIP, read IDG News Service’s article, "Companies struggle with VoIP security."

Consider the need to train employees on computer telephony interface

Training can be conducted many ways. There may be online courses, CD-based courses, in-house training or you may need to send your employees to classroom training.

I recommend: Stanford University offers a vast number of courses online, including "Introducing Voice Over IP." CNET offers an extensive online discussion VoIP called "Setting Up VOIP."

Automate dialing and protect yourself with a power dialer

Compare the different types of power dialers, or autodialer technology, which includes related technology power dialers, predictive dialers and automated attendants to find which type best suits your needs. Use automation to comply with federal and state laws about telemarketing, such as time and day restrictions and disallowed phone numbers.

I recommend: Review companies like DataTel, which offers predictive dialers to speed up productivity. Read the Frequently Asked Questions at AutoDialerPlus.com; it's a compact distillation of autodialer technology.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Installing software telephony may allow more of your employees to telecommute more often. This may reduce the number of sick days or vacation days used by employees.