Title :
Hosted contact centers: an emerging solution
Author :
Bernett, Howard G.
Author_Institution :
Mitretek Syst. Inc., Falls Church, VA, USA
Abstract :
As IP-based contact center technologies mature, hosted providers will be able to sell a full set of multimedia features to small, medium, and large contact centers. Users will be able to converge these IP-based services with other customer-facing functions to provide a unified service to their customers. The positive total cost of ownership for hosted services will make a compelling case for many call center users to employ this service as they expand or build new centers in the coming years.
Keywords :
Internet telephony; call centres; customer services; multimedia communication; IP-based contact center technologies; IP-based services; customer services; customer-facing functions; hosted contact centers; multimedia features; Application software; Business; Companies; Costs; Customer service; Hardware; Internet telephony; Outsourcing; US Government; Web and internet services; VoIP provider; call center; contact center; hosting; outsourcing; telecommunications; telephony;
Journal_Title :
IT Professional
DOI :
10.1109/MITP.2005.60
