The benefits of outsourcing of course are variable, depoendent upon the nature and situation of the organization. However, the following is a list of common reasons why outsourcing is undertaken: * Lower costs due to economies of scale * Ability … Read more

Unified Communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (including IP telephony), video conferencing, data sharing, call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, … Read more

In telephony, an Automatic Call Distributor (ACD), also known as Automated Call Distribution, is a device or system that distributes incoming calls to a specific group of terminals that agents use. Routing incoming calls is the task of the ACD … Read more

Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of voice and  Dual-tone multi-frequency signaling (DTMF) keypad inputs. In telecommunications, IVR allows customers to interact with a company’s database via a … Read more

Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca … Read more