Modernizing Computer Telephony Integration: Overcoming Security and Scalability Barriers
3Modernizing Computer Telephony Integration: Overcoming Security and Scalability Barriers in Contact Centers
Layman Abstract : This study looks at how computer telephony systems (which connect phones with computers in call centers) work in both older, on-site systems and modern cloud-based systems. It compares how they are set up, how well they grow with a business, and how secure they are.
The research found that cloud-based call centers are more flexible and easier to expand, thanks to modern technology and centralized control. Older systems are still reliable, but they need extra software to connect everything and can be harder to scale up.
Security is a concern for both, but cloud systems get regular security updates and have stronger compliance features (like following GDPR or HIPAA rules).
The study also created a guide to help companies understand and compare the security of different setups. It highlights that encryption, strong passwords, and following privacy laws are critical for both old and new systems.
As more companies move to the cloud, future research should focus on AI-powered security tools, mixing cloud and on-site systems, and real-time data tools to improve customer service.
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Original Abstract : This study explores the integration of Computer Telephony Integration (CTI) in both legacy on-premises and modern cloud-based contact center systems, with a particular focus on security challenges and integration methodologies. By analyzing implementations in retail and mid-sized tech companies between 2018 and 2024, the research compares integration processes, scalability, and security concerns. The findings highlight that cloud-based contact centers provide greater flexibility and scalability, benefiting from modern APIs, omnichannel support, and centralized management. However, legacy systems, while reliable, require complex middleware for integration and face scalability limitations. Security remains a major concern in both environments, with cloud solutions offering enhanced compliance measures and regular security updates.
A key contribution of this study is the development of a security-focused comparative framework that helps practitioners evaluate CTI implementations across different environments. It identifies encryption, authentication, and regulatory compliance (e.g., GDPR and HIPAA) as critical security pillars for both legacy and cloud-based systems. As organizations increasingly shift towards cloud solutions for cost-effectiveness and flexibility, future research should focus on AI-enhanced security frameworks, hybrid CTI models, and the role of real-time analytics in customer engagement. Strengthening security measures and ensuring compliance will be crucial for the continued evolution of contact center technologies.
View Book: https://doi.org/10.9734/bpi/mcsru/v3/4488
#Computer_Telephony_Integration_CTI #Private_Branch_Exchange_PBX #IP_PBX_IP_PBX #Customer_Relationship_Management_CRM #Application_Programming_Interface_API #Software_Development_Kit_SDK #Middleware #Omnichannel #Web_API/RESTful_API #Webhook #___________CTI_Server/Broker #Secure_Real_Time_Transport_Protocol_SRTP #Transport_Layer_Security_TLS #Multi_Factor_Authentication_MFA #Single_Sign_On_SSO #General_Data_Protection_Regulation_GDPR #Health_Insurance #Portability_and_Accountability_Act_HIPAA_