Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Sofyan Supandi - ContactCenterWorld.com Blog

New Capabilities in Contact Center Technology

By. Howard Baldwin

Not all of today’s contact center capabilities are new; what’s new about call-center technology is the ability for these capabilities to be quickly and inexpensively integrated. “Small businesses have always needed call center technology,” insists Chris Lyman, CEO of Fonality. “They’ve just never been able to afford it. Not just the call-center technology, but tying it into your back-office systems has been heinously expensive.”
Twenty years ago, telephone company equipment was proprietary — both the hardware and software were created solely for the use of the telephone company, so that when you wanted to integrate computer equipment with telephone equipment (known as computer-telephony integration, or CTI), the costs were exorbitant because the computer systems were probably proprietary as well, so you needed programmers who understood the intricacies of not one but two arcane systems.
In recent years, considerable change has taken place. Call center software runs on industry-standard servers, just as databases do; integrating applications is much simpler than it used to be. Even more important, most telephony systems now also run on industry-standard servers, rather than on proprietary hardware.
Finally, the convergence of voice and data networks — on which voice transmissions use the Internet protocol — makes call-center integration even less complicated, and less expensive to implement.
At the same time that voice and data networks have converged, specialized call-center capabilities have been integrated as well. At one time, you may have had to separately purchase automatic call distribution (ACD) software, which distributes calls into queues for agents, and integrate it with IVR software, which, as noted, routes calls to the appropriate department. It seems silly now, but Bern Elliott of the analyst firm Gartner notes that a major shift in the last few years has been for vendors to offer a full portfolio of such products. “The differences between the products have been reduced, and people want to get them through a single vendor or through a partnership,” he says.
“Any vendor that you select now comes with the complete package,” notes Dan Coen, vice-president of call centers for CallSource, which offers call-center services on an outsourced basis. “You should be leery of a niche player, not because they won’t do that particular thing well, but because they can’t scale” as you need to add capabilities.
And that integration, insists Bern Elliott of the analyst firm Gartner, is what a call center is about. “It’s people supporting people. All you really need is for the most basic call center is a person and a phone. People get so caught up in the technology that they forget what’s important.”

Publish Date: October 4, 2011 2:17 AM


Software Solution for Contact Center

INILAH.COM, Jakarta – A number of large companies usually tend to choose software solutions connecting the telephone communications (PABX) are made abroad. Now, local developers began to show off.

All companies that have customer would need a solution for their contact centers, both for complaints or provide information.

“To this solution, large companies tend to choose this solution from abroad,” said Managing Director Intelix Agung Susanto, Jakarta, Tuesday (19 / 4).

To that end, Agung claimed to adopt cloud computing to optimize services and guarantee the security system internet protocol (IP) property. The company is 100% local content from this ambitious gained recognition from local, said Agung.

It is not without reason. Because large companies such as Telkom, Infomedia, GE Finance, OTO multifinance, Muamalat, ACC Finance, ICON+, Lintasarta as well as other large companies have started to believe the solution offered by the developer of this software.

“Over time, our technology will be increasingly recognized and hopes to enter regional share,” he said. [Mor]

Publish Date: October 4, 2011 2:08 AM


FAX on The Cloud

Have you noticed where does the humble fax machine go when it dies? To the cloud.

Fax machines no longer occupy prominent space in most offices today. Emails and smart phones have taken many of their tasks. But that hasn’t eliminated the need for the humble fax, particularly in law offices, real estate firms and other places where signatures still need to be affixed and transmitted quickly.

That’s where ecentrixpress comes in.

Its core business is allowing small and midsize businesses to send individual faxes or mass blasts from desktops and smartphones and receiving incoming faxes by email. The company offers its service in any where connected to the internet across the region.

But ecentrixpress isn’t just betting on those pockets of demand remaining for fax services. It consolidates much of the online fax market and adds new services through acquisitions. It now offers virtual phone systems, fax oncloud, etc.

Publish Date: October 4, 2011 2:08 AM


Cloud Call Center

Cloud call center becomes reality. With cloud computing, companies can benefit from infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS), and software-as-a-service (SaaS) technologies for their contact center. Cloud call center can benfits your company or individual a quick deployment call center via a standard web browser and call center service inbound or outbound is ready to use with little or no up-front capital investment. What you need is internet connection, regular PC and people.

Ecentrixpress enables enterprises or individual to rapidly deploy a call center service, highly secure, instanly scalable using pay per use model. Rather than buying expensive overcapacity, you can “pay-per-use” for technology and services that instantly scale up or down to meet demand — even when demand spikes unexpectedly.

Publish Date: October 4, 2011 2:06 AM


Edisi Kontan jumat tanggal 30 september 2011

Jakarta, Pada sesi ini dimana seorang pakar dalam dunia telekomunikasi khususnya sistem contact center, bernama irmawan sadikin bertutur cerita bagaimana beliau membangun sebuah  dinasti contact center. untuk pasar asia begitu membuat pendengar atau pembaca berita terkagum-kagum dengan ide cerdas dari seorang irmawan sadikin, banyak orang yang tidak berpikir akan bisnis ke depan, ilmu yang di dapat dari berbagai aktifitas tak membuat seorang untuk mengembangkan bakat bisnisnya, itu terbukti dengan hadirnya perusahaan Intelix Global Crossing ( www.intelix.co.id ) perusahaan lokal yang mempunyai solusi contact center. tak hanya untuk sebuah contact center, ada beberapa aplikasi pendukung lainnya seperti Telesales Management System, Collections Management System, Hosted contact center, Multimedia.

dengan menjamurnya contact center (khususnya perusahaan), membuat intelix tertantang untuk mengembangkan aplikasi lainnya tanpa kecuali, dan untuk support  sistem intelix melakukan monitoring selama 24 jam kerja, banyak klien yang telah mengunakan jasa intelix.

sukses contact center ada di tangan anda, kami mendukung kerja anda dengan aplikasi yang kami bangun, kunjungi website kami : www.intelix.co.id | info@intelix.co.id

Publish Date: October 4, 2011 2:01 AM

ABOUT US IN 60 seconds!

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 381 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =