| Publisher | 3Com | ||
|---|---|---|---|
| Format | 271.1KB PDF | Date added | 01 Oct 2004 |
| Topics | VoIP - IP Telephony, Telephony Systems - PBX, Call Center - Contact | ||
| Downloads | 26 | ||
Computer-telephony integration (CTI) applications form the basis for today's call center, providing "screen pops" and other features that customer service reps (CSRs) now depend on to provide strong customer service. But CTI never caught on outside the call center, nor was it affordable for most smaller call centers. That's now changing. Many smaller companies that couldn't afford CTI applications or integration with TDM PBXs are purchasing and deploying IP-based contact center packages. And for larger operations, the potential benefits are even greater.
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