Hosted Solution-A contact centre uses telephony equipment that is rented, with the equipment at a remote location. Voice is sent either over telephone lines or VoIP, and data connection is made via the internet. A cost effective method, a hosted solution is used increasingly as an enhancement, an addition or a replacement to existing on-site technology.
Call-centre A Call centre is a business function, usually comprising a set of ACD agent groups, dedicated to servicing transactions over the telephone.
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