Contact Center Solution: Services & Products - Cheena Shekhawat - ContactCenterWorld.com Blog
A Contact Center is a Centralized Office that is equipped to handle large number of requests on telephone by the customers of a particular organization. We can say that a Contact Centre is generally part of overall Customer Relationship Management of Enterprise. Call Centers offer various services to its customers e.g. answering calls, performing lead generation, assisting customers in conducting surveys and compiling relevant data, etc.
As the contact center grows across the globe, enterprises are adopting global sources and services that help to process operation of that organization. A customer service center handles additional types of customer communications such as letters, e-mail, faxes, and live chat, in addition to telecommunication.
Infrastructure requirement of call center/contact center include the following:
- Telecommunication Network
Customer Satisfaction: A Major Issue
Today, the customers demand better services everywhere. They not only wish to be treated better but also expect quick and timely response. In this context, it is important to understand customer needs and expectations in call centre environments. Thus, in present scenario where customers are so demanding, it becomes most important to maintain high customer satisfaction score.
What kind of services and products does a contact center use?
Aria telecom has progressed itself to become a global leader in voice processing industry and provides complete contact center solution with various service and products.
IVRS (Interactive Voice Response System) is such a solution to automate the contact with callers. Suitable for domestic as well as international call centers. IVRS is a computerized phone system where telephone is used as a device to input information. IVR designer tool consists of language selection, greeting section and other section so that user can design IVRS tree as per requirement.
All outsourcing companies need to join people from around the world quickly and easily. It is ideal for everyday calls among your team and staying close to clients. Audio conferencing is a simple way to get people together over the phone. It is just like a telephone meeting conducted between multiple callers.
Telephone Voice Recording System:
Call centers require recording of all the conversation and keeping a track of inbound and outbound interactions. TVRS (Telephone Voice Recording System) provides facility to keep record of all conversations made between company and the clients having following features:
- Live listening
- Call Forwarding
- Export Calls
- User management
- Report generation
ACD (Automatic Call Distribution):
ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules. Automatic call distribution is much more comprehensive than other group or department calling.
CRM (Customer Relationship Management) :
The system has inbuilt CRM that is proficient to build the database that describes the customers and relationship they hold with the company also provides enough details about products/services.
Predictive Dialer is complete contact centre solution. All the outbound calls from selected user list are opened automatically and answered call with passing to the available service agents.
IP PBX (Internet Protocol Private Branch Exchange) is a business phone system that is built over IP based architecture for delivering and managing voice communication system. IP PBX phone systems thus work over the Internet instead of the usual traditional phone lines.
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Publish Date: November 2, 2016 11:46 AM