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Multimedia Call Centers Although call centers, as a means of communicating with customers, are growing rapidly, the audio-only nature of telephone calls is limiting. A multimedia call center can open up a whole new world of communications. Multimedia call centers give businesses a major competitive edge, allowing them to grow their market presence and improve their services. Customers can both see and talk to remotely based sales, service and product specialist staff without leaving their homes or offices. Multimedia call centers will allow customers to contact a company through a wide range of advanced multimedia terminals. Today's call center is very good at the efficient routing and processing of voice-only calls - the call centre of tomorrow must be able to handle images, data and much more. The fundamental principle of a call centre is the automatic routing of a call to a customer representative, or automatic call distributor (ACD). An ACD system is different from a conventional telephone system or a private exchange (PBX) for the following reasons: Customers calling the call centre want to talk to the company about one of its products or services. They do not normally want to speak to a particular individual. Any agent can, in principle, answer any incoming caller. The following components are all essential to the effective operation of any call center:
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