Let’s say that you don’t know anything about what happens in a contact centre. You may read our blogs where you see ‘Inbound’ and ‘Outbound’ used so often and have no idea what these terms even mean. Let’s look at what these terms are and what they mean.
An Inbound Contact Centre
This means that calls come in. Essentially, this is the Customer Service part of the contact centre where a sales pitch isn’t usually necessary. It’s this part of the contact centre that will solve customer problems and queries they might have.
If you’ve had any issues with a product, want to make a complaint or simply want to speak to someone – if you dial the phone, it is an Inbound contact centre that you will be transferred to.
An Outbound Contact Centre
What may come to mind is the ‘Wolf of Wall Street’ movie, because these teams work hard and they sell. They are the people who will call you with a sales pitch and something to offer.
You may be thinking of those people who call you at dinner time with something you’ve never thought of, for a price you probably can’t afford. But there is more than just the stereotype.
These teams do cross-selling, upselling, debt collection, market research, contract renewals, appointment making, contract renewals and so much more.
The basic rule of thumb is – if they call you, they are Outbound calling. If you call them, you are calling an Inbound Contact Centre.
Publish Date: May 25, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
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|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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|2017 CX so far||June 6, 2017 5:00 AM|
|Inbound Vs. Outbound||May 25, 2017 5:00 AM|
|What can ruin the Customer Experience?||May 19, 2017 5:00 AM|
|Why you should consider Outsourcing||April 28, 2017 5:00 AM|
|CX Management and why it should matter to you||April 28, 2017 5:00 AM|
|The Yes and No’s to working in a Contact Centre||April 18, 2017 5:00 AM|