# Call centres and the Web

- Link: https://fundraising.co.uk/1999/01/29/call-centres-and-web/
- Published: 1999-01-29T00:00:00+00:00
- Author: Howard Lake

The integration of call centres with Web sites should offer considerable benefits
to charities with telemarketing experience. A new report from Ovum confirms that
the Web is unlikely to replace call centres: it is complementary to them rather 
than a competitive alternative.
The integration of call centres with Web sites should
offer considerable benefits to charities with telemarketing experience. A new report
from Ovum confirms that the Web is unlikely to replace call centres: it is complementary
to them rather than a competitive alternative.

Ovum defines a Web-enabled call centre as “a call centre that handles interactions
between callers and call centre agents that involve the internet and include a real-
time communication between the two parties.” The potential for fundraising charities
of call-enabling their Web sites is clear.

The report, “Next Generation Call Centres: CTI, Voice and the Web”, is available
from Ovum for £1,495 on 020 7312 7318.

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