Share 'CTI Chapter: Ask the Experts...I'm asking You'

I am taking Martha Matteo's advice and querying the expertise of this group for my chapter in CI Foundation's CTI book. I have interviewed some of you, so bear with me on this. What practices do you associate with a Best in Class CTI operation? Are there any specific tools or techniques that are "must use" in CTI that really aren't used in more commercial CI? What do you see as the future of CTI…