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

The Many Advantages of Modern and Open Call Center Platforms - OrecX - ContactCenterWorld.com Blog

The Many Advantages of Modern and Open Call Center Platforms

Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment.  Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous.

These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the platform. 

Specific advantage highlights include:

  • Platform and operating system agnostic - same software is used regardless of platform (Windows, Linux, etc.)
  • Adds value to your voice data by integrating with speech analytics, AI and machine learning applications (to derive even deeper insights into customer interactions). 
  • Ability to plug directly into recording interfaces that telephone vendors have built into their platforms, such as SIPREC. 
  • Smooth integration into your existing IT infrastructure at the physical (hardware) and human (technical skills) level - system administrators, network administrators and telephony platform managers can easily install and support the software, since their existing skills can be applied.
  • Repurpose your servers - you can reuse an old server to begin capturing interactions or provision a VM in your favorite cloud provider, such as AWS, Google or Azure.
  • Unlimited scalability - network and database connectivity is based on fundamental technologies such as TCP/IP, SQL, http, REST and disk imaging, enabling your organization to easily scale up capacity simply by adding additional capture servers.

Training is another key area in which open standards software has advantages. System administrators can easily monitor processes and network activity, and networking and telephony managers can trace data and easily understand how information is flowing. In most cases, only an Admin Manual is needed to perform these functions.

These are just some of the many reasons why modern, open standards call center software continues to build a stronger and stronger business case for wide-scale deployment.

Source: https://blog.orecx.com/blog/the-many-advantages-of-modern-and-open-call-center-platforms

Publish Date: November 18, 2020 5:00 AM


2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from OrecX

Recent Blog Posts:
The Many Advantages of Modern and Open Call Center PlatformsNovember 18, 2020 5:00 AM
Remote Agent Recording is Now ImperativeOctober 14, 2020 5:00 AM
Audio Recording for Speech Analytics: Buyer Beware!July 20, 2020 5:00 AM
Call Recording Laws you Need to know!July 13, 2020 5:00 AM
Value in Analyzing 5.25M Spoken Customer/Agent Words a DayJune 2, 2020 5:00 AM
Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AIMay 20, 2020 5:00 AM
'Open' Audio Capture for 'Speech Analytics as a Service'May 4, 2020 5:00 AM
At-Home Call Recording & ManagementMay 1, 2020 5:00 AM
Covid's Work-at-Home Impact on Financial, Insurance & MedicalApril 6, 2020 5:00 AM
Call Recording for BPOs: What you Need to KnowFebruary 10, 2020 5:00 AM

ABOUT US IN 60 seconds!

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 =