Qunar Tech Salon
Dec 17, 2019 · Operations
Evolution of Call Center Technology: From Hotlines to Multimedia
This article traces the evolution of call center technology across four generations—from early hotlines using PSTN and PBX, through IVR and CTI innovations, to modern multimedia channels—highlighting key concepts, features, and their impact on operational efficiency and customer service.
CTIIVRTelecommunications
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