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Cisco Networking Simplified by Jim Doherty, Paul Della Maggiora

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Chapter . IP Call Center

Why Can’t I Talk to a Real Person?

“Press 1 to use our automated attendant; press 2 to speak with a representative.” Customer service, support, and sales are sophisticated in how they handle and direct calls to the appropriate representative. From an automated attendant answering the phone, to the automated redirection of a call, to the interaction of phone and computer application, call-center applications allow a company to efficiently and effectively manage customer calls. Although this setup is possible in traditional voice networks, the convergence of voice with Internet Protocol (IP) networks opens new possibilities and an ease of administration not previously available.

Anatomy of a Call Center

Whether you call a computer ...

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