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2 Academic Papers - CTI & Virtual Queue

Hi Freelancers. I'm looking for 1 paper on each of the following topics - both with special attention on how they relate to the call center industry

1. CTI (Computer telephony integration)

2. Virtual Queue

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.

Thanks!

Skills: Report Writing, Research Writing, Technical Writing

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vandu2004

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