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
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
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 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
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 | firstname.lastname@example.org
Publish Date: October 4, 2011 2:01 AM