How did customer contact centres begin?
In the early 1970’s with the invention of 1-800 numbers, single line sets and multi-line sets were used. Then the telephone technology evolved to include PBX and ACD systems until the 1990’s when the technology exploded to Routing Systems, Internet, Interactive Voice Response Systems, and Network ACD. Now we are moving toward increased internet routing, video customer contact centres, and sophisticated database interconnection.
