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Cisco Networking Simplified, Second Edition by Paul Della Maggiora, Neil Anderson, Jim Doherty

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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 applications, 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 IP networks opens new possibilities and an ease of administration not previously available.

Anatomy of a Contact Center

Whether you call a computer company ...

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