Technology for Call Center

Call centers are generally set up as large rooms, with workstations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. The center may stand by itself, or be linked with other centers. It may also be linked to a corporate data network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called CTI, or computer-telephony integration.