contact center technology

7/27/2019 Contact Center Technology

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CONTACT CENTER

TECHNOLOGY



Key technologies for today's

contact centers include:

Communications Web services

Computer telephony (CT)

High-speed Ethernet Internet Protocol (IP)

Speech

Multimedia Wireless and mobility



Communications Web Services

Communications Web Services (CWS) is theprovisioning of communications services so thatthey can be controlled and managed by Web-style applications. CWS provides voice andspeech integration to an enterprise's existingdata infrastructure. This architecture enableschannel consistency, allowing applications to"see" relevant information from databases and

allowing customers to interact with the contactcenter through a variety of voice and datachannels.



High-Speed Ethernet

As contact center applications become

increasingly sophisticated, it is important

to consider the demands that innovations

such as video will place on the network

infrastructure. High-speed technologies

such as 10 Gigabyte Ethernet can provide

the underlying infrastructure for highbandwidth requirements.



Internet Protocol (IP)

IP allows packetized voice to travel over a data networksuch as a LAN or WAN. Contact centers are deployingIP systems due to its capabilities:

Support for remote agents, such as agents working from home,who need access to the same telephony and data resources asthey would have in an office.

Distributed or multi-site contact centers operating as one virtualcenter with calls and data seamlessly routed between locations.

Multi-media contact centers where systems and agents handleboth telephone calls and contacts from faxes, email, and Webcommunications. For example, a "click-to-talk" application lets anagent and Web user talk while jointly browsing Web pages.

Total cost of ownership benefits are derived from being able tomaintain a single network with simplified centralizedadministration.



Internet Protocol (IP)

Multi-media contact centers where systems

and agents handle both telephone calls and

contacts from faxes, email, and Web

communications. For example, a "click-to-talk"application lets an agent and Web user talk

while jointly browsing Web pages.

Total cost of ownership benefits are derived

from being able to maintain a single networkwith simplified centralized administration.



Speech

The most natural way to communicate is throughspeech - the human voice. Dramatic advances inautomatic speech recognition (ASR) and text-to-speech (TTS) technologies are driving an

evolution in IVR and messaging applications.Speech-enabled IVRs let callers navigatethrough speech commands, freeing them fromlengthy menus and repetitive touchtone inputs toprocess transactions. Benefits to contact centers

include improved service, improved agentproductivity, and reduced long-distance coststhrough faster transactions and informationretrieval.



Multimedia

Customers expect to access information andprocess transactions through the mediachannels of their choice. Wireless connectivitythrough mobile phones, personal digital

assistance (PDAs), and laptops provide newoptions for consumers to connect withcorporations. Contact centers are deployinguniversal queuing applications to manage voiceand data contacts from all media channels

through a centralized queuing engine, savingagent time and providing customized servicewith a more satisfying user and agentexperience.



Wireless and Mobility

Contact center customers demand anywhere,anytime access and the ability to use a variety ofwireless PCs, PDAs, and mobile phones tocommunicate with enterprises. Wireless is one

of the largest trends in telecommunications. Therapid adoption of Wi-Fi technology, as shown bythe proliferation of mobile technology from Intel,is ushering in new contact center applicationsrequiring messaging, collaboration, and

multimedia for wireless devices. Wirelessbroadband technology such as WiMAX will offerthe ability to communicate, transmit video, andprovide interaction in a wireless environment.



CTI (Computer Telephony

Integration) Call Center Technology’s computer -telephony

integration (CTI) connects your voice and dataworld, ensuring agents instantly get thecustomer specific information they need to

effectively assist callers. By integrating callerinformation with your back office data systems,Call Center Technology can be used toauthenticate and prioritize callers, route to themost appropriate agent, automatically populate

the agent’s screen with critical call informationand much more. Don’t forget, CTI is not used

just for the agent, but also improves callerinteractions with IVR and other technologies.



IVR (Interactive Voice Response)

The interactive voice response system allowsyou to improve your operations efficiency byapplying self service applications. IVR can beused to conduct the customer’s entiretransaction, or capturing a portion or all of thecaller’s information, then passing the caller andthe collected information to an available agent.In either case, an IVR can be used to solve a

range of challenges, from reducing agent talktime to sending repeat callers to their prioragents.



ACD (Automatic Call Distributor)

Call Center Technology’s Automated CallDistribution (ACD) is the electronic heart ofthe call center. From your desktop, you

have a rich feature set including ad-hoc,and historical reporting information,creating and monitoring real-time keyperformance indicators, agent adds and

deletes, agent skill set modifications,routing configuration, IVR design, andmuch more.



Monitoring

Call Center Technology monitoring of agents can bemonitored in a number of ways to help improve not onlythe agent but the call center performance. Managementand Supervisors will have several monitoring tools at

their finger tips such as, call recording (on-demand, allthe time, sampling etc), agent extension outbounddialing, random or rules based sampled post-callsurveys, and how about being able to monitor remotely.Monitoring can also be done by your clients through

client call monitoring. With these tools you will be able toprovide your callers the service they need and want, andprovide an every increasing product for your clients.



Contact Center Infrastructure



What is CRM?

Customer Relationship Management, or CRM, is

a business strategy designed to improve

profitability, revenue, and customer satisfaction.

It consists of software, services, and a new wayof thinking to improve profitability, revenue, and

customer satisfaction. How? By helping

organizations of every size identify the right

customers, acquire more of the right customersfaster, and retain the right customers longer.



What is CRM?

CRM typically involves centralizing all

customer data and automating much of

the tedious work in managing sales,

marketing, and customer service so thatprofessionals can spend more time

helping their customers become more

successful and less time on administrativetasks.



CRM has been proven to:

Help organizations close more deals faster

Do a better job in segmenting and

reaching their target audiences

Dramatically improve customer

satisfaction and loyalty by delivering

superior service

contact center technology

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