There is a level of excitement in the call centre space I haven't witnessed since VoIP (Voice over Internet Protocol) began transforming the call centre into the contact centre. Over the years, we have seen technology after technology change the way contact centres work, and we are at the point today where IP communications affords us the opportunity to distribute call centres and agents at will.
However, VoIP seems so yesterday. The latest revolution to come to contact centres is unified communications. I recently wrote about how Aspect introduced a unified communications platform that will allow call centres to increase service, sales and first call resolution levels.
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