Linchpin Technologies of Call Center

New technologies are leading the way in theWFM: Workforce Management encompasses all
evolution of the contact center. By the revolutionthe responsibilities for maintaining a productive and
in communication and information technology havehappy workforce. Sometimes referred to as
led to a boom in call centers across the world. CallHRMS systems, or even the larger ERP systems.
centers use different technologies to join with aTPV: Third party verification is a process of
customer. As focal points of communications,getting an independent third party company to
contact centers were the first to integrate voiceconfirm that the customer is actually requesting a
and data technologies, deploying interactive voicechange or ordering a new service or product. By
response (IVR) systems that linked callerputting the customer on the phone (usually via
information with database records to acceleratetransfer or 3-way call) TPV provider asks a
response and improve customer service.customer for his identity, that he is an authorized
Today's challenge is providing personalized servicedecision maker and to confirm his order.
that can handle both voice and multi-mediaVirtual queue: Virtual queuing is a concept that is
contacts (fax, email, voice mail, Web interaction).used in inbound call centers. Call centers utilize an
Enterprises are also incorporating a new array ofAutomatic Call Distributor (ACD) to distribute
contact center services such as video, wirelessincoming calls to specific resources (agents) in the
access, and compatibility with personal digitalcenter. ACDs are capable of holding queued calls in
assistants (PDAs) and other smart devices.First In, First Out order until agents become
There are so many versions of software andavailable.
upgraded technology in the market to fulfill theVoicemail: It is a centralized system of managing
requirement of call center. Different majortelephone messages for a large group of people.
technologies are:In its simplest form it mimics the functions of an
Email Management: Email is the most commonlyanswering machine, uses a standard telephone
used medium for customer contact.handset for the user interface, and uses a
IVR: In telephony, interactive voice response, orcentralized, computerized system rather than
IVR, is a computerized system that allows aequipment at the individual telephone.
person, typically a telephone caller, to select anVoice Recognition: VR is the task of recognizing
option from a voice menu and otherwise interfacepeople from their voices. Such systems extract
with a computer system. Generally the systemfeatures from speech, model them and use them
plays pre-recorded voice prompts to which theto recognize the person from his/her voice.
person presses a number on a telephone keypadVoIP: Voice over Internet Protocol, also called
to select the option chosen, or speaks simpleVoIP, IP Telephony, Internet telephony,
answers such as "yes",Broadband telephony, Broadband Phone and Voice
"no", or numbers in answer to theover Broadband is the routing of voice
voice prompts.conversations over the Internet or through any
Guided speech IVR: The Guided Speech IVRother IP-based network.
approach for call centers is a hybrid model thatSpeech Analytics: Speech Analytics is a process
integrates live call center agents with all theof analyzing recorded human speech in order to
advancements of speech in a new real-timecollect information about what was said. In
approach for callers. This new approach creates acontact center environments, Speech Analytics is
"safety-net", as the new role for theused to mine recorded phone conversations
agent as a guide who assists the automationbetween agents and their customers. By carefully
invisibly helps the caller using human intelligence"listening" to hundreds or even
and transcription to ensure the correctthousands of calls, Speech Analytics automatically
computerized service is provided.identifies important business intelligence that helps
CTI: Computer telephony integration is technologymanagers reduce contact center costs, increase
that allows interactions on a telephone and acustomer retention and satisfaction, and improve
computer to be integrated or co-coordinated. Asagent performance.
contact channels have expanded from voice toCall Centers India is a Washington state
include email, web, and fax, the definition of CTIcorporation headquartered in Seattle which has
has expanded to include the integration of allIndia's one and only end to end CISCO based IP
customer contact channels (voice, email, web,network. Cisco Predictive, Preview, Outbound, 24
fax, etc.) with computer systems.7 Dialer, Cisco call Manager as PBX, Cisco Unity
ACD: In telephony, an Automatic Call DistributorVoice Mail, Cisco IVR.
(ACD) is a device that distributes incoming calls toTechnologies are: --
a specific group of terminals that agents use. It is1.India's one-and-only, end-to-end CISCO based IP
often part of a computer telephony integrationnetwork. Cisco Platform:
system.2.Cisco Call Manager as PBX .
Predictive Dialer: Predictive dialer systems are3.Cisco Unity Voice Mail .
commonly used by telemarketing organizations4.Cisco IVR,Cisco Predictive, Preview , Outbound
involved in B2C (business to consumer) calling as it,24/7 Dialer.
allows their sales representatives to have much5.Ability to call and receive calls from over 30
more customer contact time.Countries .
Customer relationship management (CRM): CRM6.PCs: Compaq .
covers methods and technologies used by7.Phones: CISCO IP 7940 series.
companies to manage their relationships with8.Headsets: Plantronics .
clients. Information stored on existing customersContact Us : Call Centers India
(and potential customers) is analyzed and used toEmail : Phone : 206.384.
this end.