Installation and setup requirements. History of CCaaS The evolution of contact lebanon mobile phone numbers database centers, from traditional on-premises setups to modern cloud-based solutions, is a journey that spans decades. Back in the 1960s, a contact center's main job was to handle phone calls. They started automating it using basic systems like interactive voice response (IVR). By the 1980s, contact centers further used computers to better manage calls. So far, the system can perform functions such as identifying callers and routing calls more intelligently. In the 1990s, with the advancement of Internet technology, huge changes occurred.
Contact centers are starting to use web chat for communication instead of just phone calls. It has also seen the rise of customer relationship management (CRM) systems for tracking all customer interactions. In the 2000s, businesses began to use Internet-based technologies to outsource their contact centers, even to other countries. It helps manage customer service more efficiently. By the mid-2000s, these contact centers were no longer just providing telephone services. It goes beyond voice communications to place more emphasis on multi-channel support and a customer-centric approach. In the late 2010s, the convergence of artificial intelligence (AI) and automation began to reshape contact center operations.
