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It's kinda dull VoIP magic. Tons of software packages to integrate calls, chat, and CRM. If you're interested in how the centers connect to the phone system, that's kind of in transition at the moment. This page can at least give you some terms to google:
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Replying to
You pay money to Cisco. Or less money to Twilio and do a little work Or you buy one of those whole call center packages built on top of Twilio. But it's not hard to just route calls. The hard bit is getting the team to work together.
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