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Anyone have any clue what’s involved in rerouting call center ops to workers’ home computers? Seems like some complex VoIP black magic?
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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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