Recent Developments in Contact Center Technologies:
New Opportunities

Change seems to be the constant in the Information Technology world. Open Source code, cloud computing, software as a service (SAS), Voice over IP (VoIP) and "soft switches" are among the more recent developments. The confluence of these events has had a profound impact on the teleservices contact center space. Now that analog voice transmission can be received directly in data packets and processed by commodity hardware, robust contact center functionality can be acquired at a fraction of traditional CAPEX while reducing operating costs and increasing efficiency.

This paper will explore in a pragmatic way, the salient aspects and many benefits of the "new age" Customer Relationship Management systems and explode some conventional myths. Let's begin with some benefits and four basic concepts: VoIP, Open Source Code, CRM and SaaS.

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