Several years ago, in a technology call-center has been a revolution: a specialized system for answering phone calls "learned" to take treatment in any form or by any of the channels of communication, as well as themselves initiate contacts – make outgoing calls, send the message. Now the development of technology platforms for these solutions is evolutionary, and the business more fully explores new possibilities for organizing work as interaction with clients and in the call-center. For example, the trading network that supports the online store can to communicate with its customers to use the same call-center, and that to receive calls from "ordinary" Buyers: agents are able to respond to requests made by and through ICQ, and e-mail and fax, and voice channel – whether a phone or an organized over the Internet. In the internal processes of a number of call-centers involve the functions of internal conversation – for example, using them to actively exchange information on the operators and supervisors. Yet the essence of call-center – not in the channels of communication, and how soon the customer will receive a response to his appeal and how this response would be useful to him. A key role in the emergence of call-centers of the modern type, including geographically distributed, the spread of technology has played a Voice over IP (Voice over IP, VoIP). From an operator perspective voice calls to a telephone switch and the IP-channels, did not differ and are served equally. If we talk about internal networks, then the modern call-centers are often organized on top of local computer networks, rather than over the phone.