At present call centers are one of the most popular solutions in the scope of engagement with clients, establishment and maintenance of regular client audience. Those specialized call centers have appeared not only in business, but also in overall life including the work of government bodies. The engineering support of modern call centers represents a synthesis of telecommunication, computer and sociological achievements. The range of tasks of a modern call-center includes not only processing of great number of phone calls, but also webpages and e-mail. A network of call-centers distributed throughout a country canto coordinate its action in an integrated mode,and connect users of home computer and telephone systems to work. As an example, Cisco Unified Contact Center Solutions introduces integral presentation of a client upon all channels involved. It provides top-grade service for clients, increases customer loyalty and retention, generates new business and improves performance of the agent.
