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Hi Freelancers. I'm looking for 1 paper on each of the following topics - all 3 with special attention on how they relate to the call center industry
1. Call Center Headsets
2. Telecom Switch
3. Call Centers within the SaaS model
I'm looking for definitive resources on the above with a much more comprehensive look then you would get from a Wikipedia page. You can discuss technology, evolution, history, current state, applications, etc.
Please respond with outline, past work, and credentials.