New technologies are at the forefront in the evolution of contact centers. For the revolution in communications and information technology have brought a boom in call centers worldwide. Centers use different technologies to join a client. As focal points for communications, contact centers have been the first to integrate voice and data technologies, the deployment of Interactive Voice Response (IVR), information systems linked to database records Calls to the speed of response and improving customer service.
Today the challenge is to provide a personalized service that can handle voice and a lot of contacts with the media (fax, email, voice mail, Web interaction). The companies also include a new range of contact center services, such as video, wireless, and compatibility with personal digital assistants (PDAs) and other intelligent devices.
There are many versions of software and technology upgrade in the market to satisfy the requirement of call center. Several key technologies are:
Email Management: EE is the most commonly used to the contact with customers.
IVR: In telephony, interactive voice response or IVR, is a computer system that allows a person, usually a phone call, to select an option from a voice menu and otherwise interface with a computer system. In general, the system plays pre-recorded voice prompts to which the person press a number on a telephone keypad to select the option chosen, or speaks simple answers like "yes", "No", or numbers in response to voice instructions.
Guided IVR voice: The IVR voice-driven approach for call centers is a hybrid model that integrates live call center agents with all progress of the word in a new approach to real-time callers. This new approach to safety creates a "network" as the new role of the agent as a guide that helps automate invisibly helps the caller through the use of human intelligence and the transcript is provided to ensure service equipment correct.
CTI: Computer Telephony Integration is a technology that allows interaction on a phone and a computer to be integrated or coordinated. As the contact channels have expanded from voice to email, web and fax the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.
DCA: In telephony, automatic call distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a system of computer telephony integration.
Predictive Dialer: Predictive dialer systems are commonly used by telemarketing organizations involved in B2C (Business to Consumer) call, because it allows their representatives, trade to be much more customer contact time.
Customer Relationship customer management (CRM): CRM covers methods and technologies used by companies to manage their customer relationships. Information stored on existing customers (and potential customers) is analyzed and used for this purpose.
WFM: Workforce Management covers all the responsibilities for maintaining a productive and happy workforce. Sometimes called "HRMS systems, or even large ERP systems.
TPV: Third Party Audit is a process for obtaining an independent third party to confirm that the client actually request change or request a new service or product. By placing the customer on the phone (usually via transfer or 3 courses call) asks a provider of POS to client for its identity, making authorization decisions and confirm your order.
Virtual queue: the virtual queue is a concept used in the entry. Centers service using a automatic call distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACD are able to maintain Call waiting on "First In First Out order as agents become available.
Voicemail: This is a centralized management system for messaging for a large group of people. In its simplest form that mimics the functions of an answering machine, uses a standard telephone device for the user interface, and uses a central computer rather than the individual telephone sets.
Speech Recognition: VR is the task of recognizing people from their voices. These systems extract features from speech, model them and use them to recognize the person of his voice.
VoIP: Voice over Internet Protocol, also called VoIP, IP Telephony, Internet telephony, broadband telephony, broadband phone and Voice over Broadband is the routing of voice conversations over the Internet or through any other IP-based network.
Speeches Google Analytics: Google Analytics I call a process of analyzing recorded human voice in order to gather information about what was said. In the contact center environments, speech analytics is used to mine recorded telephone conversations between agents and their clients. Carefully "listen" hundreds or thousands of calls, Speech Analytics automatically recognizes the important business intelligence that helps managers to reduce costs for contact centers, the retention and customer satisfaction and improve agent performance.
Call centers in India is a Washington society is headquartered in Seattle, which India has one and only one end to the Cisco IP-based network. Cisco Predictive, Preview, Output, 24 / 7 Dialer, Cisco Call Manager as PBX, voicemail Cisco Unity, Cisco IVR.
The technologies are: —
1.India 'is a unique, end to end CISCO based IP network. Cisco platforms:
2.Cisco Call Manager as PBX.
3.Cisco Unity voicemail.
4.Cisco IVR, Cisco Predictive, Preview, Output, 24 / 7 Dialer.
5.Ability to make and receive calls over 30 countries.
6.PCs Compaq.
7.Phones: IP, Cisco series 7940.
8.Headsets: Plantronics.
Contact: Call Centers India
Email: sales@callcentersindia.com
Phone: 206.384.4669
About the Author:
About CCI
Call Centers India is known as CCI and has set up good building relationship in BPO industry and helping others to growth in industry, Call Centers India in consultancy since 5 years and in 2005 launched own delivery center by name of Vcare Call Center India (P) Ltd. and delivering many offshore projects successfully.
Article Source: ArticlesBase.com – Linchpin Technologies of Call Center
