Computer telephony integration (CTI),Voice over IP (VoIP), and Sun Microsystems Java are highlighted in a discussion of tools used by call center agents, including Brenda Bayliss, a home-based Alpine Access call center agent who takes calls from customers of such companies as J. Crew, Office, Depot, 1-800-Flowers.com, and the Internal Revenue Service. Alpine Access has invested in technology that gives home-based agents the same programs and support available to those who work in the office.' Using a computer linked to her home phone and by logging into the Alpine Access Webcenter, says Bayliss, she can handle calls from home, and all tasks are done through the home computer. CTI and VoIP enable such abilities and are providing an impetus for significant changes in the industry, including the ability to deploy special software needed to present at-home agents with the answers that callers need. Such tools include knowledge management (KM) and better desktops, says call center consultant Lori Bocklund, president of Strategic Contact. The investment in such tools can often be more cost-effective than construction or equipping of major call centers, says Bill Patterson of eCallogy. Among topics covered are Access, use of a combined automated call distribution system and a Java-based smartphone, wireless options used to enhance non-home-based call center operations, and use by home-workers of electronic training tools.