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Call Center Services » Call Centre Types » Web Enabled Call center

Web Enabled Call center

The Introduction

The market for web-enabled call center is burgeoning. For the past decade, computer-telephony integration (CTI) has been one of the hottest topics to hit the call center, promising reduced call volumes and handle times, as well as a higher level of customized service. The global emphasis on electronic commerce and the use of the Internet as a delivery channel has sparked the development of new CTI applications that offer tremendous opportunities to call centers.

The Internet provides for a more complete alternative by supporting a full range of transactions, almost regardless of their complexity. As its popularity continues to increase, its impact as a delivery channel will improve dramatically and may finally begin to stem the tide of demand for live agents. To ensure that the needs of all users are met, websites must be integrated with the call center, giving customers a full range of options without completely eliminating the valuable personal touch.

A web enabled call center improves the e-commerce initiatives by offering high quality customer service. Various features offered by web enabled call centers are:

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