This book has been written for those people who want to know what is inside a contact center. The need may be to understand the technology used, or how the magic gets people to talk to each other (or machines).
The book has been developed to deal with a specific problem in the contact center market. Namely that you cannot easily find a single vendor-agnostic, documented approach, to what is in the current invocation of contact center technology to meet the needs of a given business.
There are plenty of books (and web sites) which take a fairly narrow view of contact center technology. The approach typically will link into a vendor product or technology that will explain what, how, when and why their product should be used.
The text is divided into two parts as follows:
1. An overview of Contact Center Technology - this is the 'what'
2. An overview of the way the technology is used - this is the 'how'
For clarity, this book is not a manual explaining how to use or design contact centers as that is a separate topic in its own right. The focus here is to provide an explanation of terms and concepts that then make it easier to understand how contact centers are built and work.
The book has been developed to deal with a specific problem in the contact center market. Namely that you cannot easily find a single vendor-agnostic, documented approach, to what is in the current invocation of contact center technology to meet the needs of a given business.
There are plenty of books (and web sites) which take a fairly narrow view of contact center technology. The approach typically will link into a vendor product or technology that will explain what, how, when and why their product should be used.
The text is divided into two parts as follows:
1. An overview of Contact Center Technology - this is the 'what'
2. An overview of the way the technology is used - this is the 'how'
For clarity, this book is not a manual explaining how to use or design contact centers as that is a separate topic in its own right. The focus here is to provide an explanation of terms and concepts that then make it easier to understand how contact centers are built and work.
