ABSTRACT
Internet telephony in the call center is one of the great unsolved questions of the day. Many in the vendor community would have us believe that the Internet is now (or soon will be) a significant delivery method for customer tele phone calls. Technological development on several fronts (mainly the souping up of the consumer PC and the Internet-enabling of ACDs) will transform the way companies and the call centers do business. As customers have learned to use automated systems like IVR and the Web to help themselves, so adding an Internet/phone-call component is a natural step in the evolution of consumer culture. O r so the argument goes.
