Talkdesk：2022年云端接触中心解决方案的内部指南报告（英文版）

Having technology provided and managed by a third-party away from a customer's premises is not a new idea, with service bureaux and ASPs (application service providers) being around for many years. PBX functionality through Centrex has been available since the 1960s, with IVR and ACD functionality often being offered through a network provider too. In the past decade, the success of SaaS (Software-as-a-Service) solutions, especially for CRM, have paved the way for widespread creation and