Whether it's telesales, teleservice, telemarketing, or telesupport, the telephone is still the primary tool for most customer interactions. Technology continues to advance the ability to respond quickly in other ways, as with online chat at retail web sites, but Call Centers, often called Contact Centers, still handle the majority of customer interactions.

While budgets are more tightly controlled than ever, customer expectations of timely and quality support continues to grow. Customers are quickly disappointed when requests or answers cannot be satisfied on the spot. And what happens if an unexpected event disrupts your company's telephone operations? Customer contact is lost, and so is confidence in your business.