Contact center telephony

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Contact center telephony is the communication and collaboration technology used by organisations to manage high volumes of telephone calls. Typically, the voice business communication system integrates with the organisation's customer relationship management (CRM), and with non-voice interaction channels. So if for example a contact centre agent receives a voice call from a long-term customer, the system may automatically show them a summary of the customer's previous interactions, including those that took place by email or text based chat. Contact centres typically serve external customers, but they can be operated by NGOs or Government agencies and are sometimes run by large organisations for the benefit of internal staff.

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