Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment. Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous. 
These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the platform.
Specific advantage highlights include:
Training is another key area in which open standards software has advantages. System administrators can easily monitor processes and network activity, and networking and telephony managers can trace data and easily understand how information is flowing. In most cases, only an Admin Manual is needed to perform these functions.
These are just some of the many reasons why modern, open standards call center software continues to build a stronger and stronger business case for wide-scale deployment.
Source: https://blog.orecx.com/blog/the-many-advantages-of-modern-and-open-call-center-platforms
Publish Date: November 18, 2020 5:00 AM |
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