1. Introduction
2. Call Centers and Main Technological Developments
3. Some Basic Concepts About Call Center Technology
4. Call Centers and Technological Development Process
4.1. First Generation in Call Center Technology
4.2. Second Generation Technology in Call Center Technology
4.3. Third Generation Technology in Call Center Technology
4.4. Fourth Generation in Call Center Technology
4.5. Fifth Generation in Call Center Technology
5. Technology Management: Technologies Commonly Used in Call Centers
5.1. Voice Response Technologies
5.2. Cloud Systems
5.3. Robotic Process Automation
6. Analytical Methods in the Call Centers
6.1. Call Recording Technologies
6.2. Types of Analytics Techniques
6.3. Speech Analytics
6.4. Text Analytics
6.5. Desktop Analytics
6.5.1. Cross-channel Analytics
6.5.2. Self–service Analytics
6.5.3. Predictive Analytics
Conclusion
Summary
References

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