The document summarizes the evolution of contact centers from the 1980s through mid-1990s, including: 1) The introduction of the internet in the 1980s brought a new channel for customer interactions through one-on-one online chats. 2) In the 1990s, contact centers began adopting multichannel environments enabled by widespread internet adoption, leading to the terminology changing from "call" centers to "contact" centers. 3) CRM software was also developed in the 1990s to help businesses create better customer experiences and implement rewards programs for repeat customers.

1. The Evolution of the
Contact Center
Join Five9 on a five part journey through the evolution of the
contact center
Part 3: 1980’s through the mid 1990’s

2. Internet Expansion
When the Internet was
introduced to the world it
brought a new channel for customers
to interact with companies. One-on-
one chat allowed contact center
employees to personally interact with
customers without a middle man.
1980’s

3. Internet Expansion
Terminology changes from “call”
center to “contact” center as
contact centers begin to adopt
multichannel environments
enabled by the widespread
Internet adoption.
1983

4. Compuserve CB Simulator
develops online chat for radio
listeners. This was the first
step towards widespread
availability of online webchat.
1990’s Internet Expansion

5. CRM Software was first developed
in the 1990’s to enable businesses
to create better customer
experiences. This data prompted
companies to start doing giveaways
to repeat customers such as
frequent flier miles and discounts.
1990’s Internet Expansion

6. Email, or electronic mail, emerges as a popular
communication tool for consumers around the world with internet
access. AOL, Prodigy and CompuServe all hit the market this year
as commercial internet service providers.
1995 Internet Expansion

7. Any other milestones we’ve forgotten?
Submit in the comments below or Tweet us @Five9!

8. Check back next
week for part four!