Qualitative Study on Cloud Based BPO Industry

Qualitative Study on Cloud Based BPO Industry

A call center is a central office that is used to receive or send a large number of inquiries over the phone. An inbound call center is operated by a company to manage inbound product or service support or information requests from consumers. Outbound call centers are operated for telemarketing, soliciting charitable or political donations, debt collection, market research, emergency notifications, and blood banks with urgent / critical needs.

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Leading players of Cloud Based BPO Industry:

IBM Corporation, Capgemini, Accenture PLC, ADP, Xerox Corporation, Syntel, Wipro Limited, Tata Consultancy Services Limited, Aon Hewitt, Infosys BPO Ltd

A contact center, another extension for call centers, manages the central handling of individual communications, including letters, faxes, live support software, social media, instant messages, and emails. A call center has an open work area for call center agents with workstations that contain a computer and display for each agent and are connected to an incoming / outgoing call management system, and one or more monitoring stations.

It can operate independently or network with additional centers often connected to a corporate computer network, including mainframes, microcomputers / servers, and LANs. Increasingly, the voice and data paths into the center are being linked by a number of new technologies known as computer telephony integration.

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