No two call centers are exactly alike, but they all share a common need: to achieve the flexibility to respond to changing client demands while keeping a sharp eye on the bottom line. The rapid growth in communication technologies over the last few years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity.
