ABSTRACT
When I think about a typical call entering a call center, most of the time I envision that call as an old-style switched voice call, a person trying to reach a person. But more and more, that voice call is only part of the picture. Nowadays, the call center is required to deal with voice interactions (still the primary mode of communication), but also a diverse range of alternate media: fax, digit input (IVR), speech rec input, email, Web surfing, even voice-over-IP (straight from the Internet).
