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.