文章基本信息

标题：Status review of Contact Center as a Service in India
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作者：MADHUSUDAN KL ; DR. PARAMASHIVIAH P ; DR. NARAHARI NS 等
期刊名称：International Journal of Innovative Research in Science, Engineering and Technology
印刷版ISSN：2347-6710
电子版ISSN：2319-8753
出版年度：2013
卷号：2
期号：3
页码：715
出版社：S&S Publications
摘要：This research paper mainly discusses Contact centers as a service business segment, which is currentlyexperiencing challenges from multiple stakeholders, both internal to the company as well as externally from customers.As customer goodwill is at stake, many companies have recognized the importance and value of hosted contact centersolutions. These contact center solutions enable a company to retain critical assets – their contact center staff, and theassociated centers in which they work – while enriching them with world class secure contact center tools such asautomatic call queuing, workforce management, automated voice responses, quality monitoring and logging, throughhosted technology. The hosted contact center as part of the business hub focuses on managing customer relationshipsalong with its technology.Today‘s contact centers are increasingly complex but yet they are the cornerstone of manybusinesses and often the first point of interaction that a customer has with the business. Having a hosted contact centerallows to focus on core business strengths and providing customers with an overall fantastic customer serviceexperience without having to worry about the mechanics that enable providing that experience. Though the potential ofthe contact centers is rich in terms of its ability to serve the BPO business segment, it is not bereft of the securitybreaches and issues. Some of the data security issues are highlighted in this paper.
关键词：IT; Cloud Computing; CCaaS; BPO; IT Security; hacking; IVR; WFM; call queuing; CTI; HIPAA; PCI