Authorized Self-Study Guide Cisco Voice over IP (CVoice)

Contact Centers

Contact centers are the hubs of the customer service efforts of many growing businesses. Forward-thinking companies are integrating this key function with Internet technology to transform customer care into a powerful business-building force.

Firms such as catalog sellers, telemarketers, and computer helpdesks use traditional contact centers to manage large volumes of telephone calls and customer contacts. Contact center applications route incoming calls to sales and service agents who can respond to customer needs. Integrating this contact center activity with an Internet-based customer-relationship management (CRM) solution gives agents immediate access to customer purchase histories, order tracking capabilities, and other key ...