Date post: | 13-Apr-2018 |
Category: |
Documents |
Upload: | lizze-agcaoili-arizabal |
View: | 223 times |
Download: | 0 times |
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 1/19
CONTACT CENTER
TECHNOLOGY
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 2/19
Key technologies for today's
contact centers include:
Communications Web services
Computer telephony (CT)
High-speed Ethernet Internet Protocol (IP)
Speech
Multimedia Wireless and mobility
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 3/19
Communications Web Services
Communications Web Services (CWS) is theprovisioning of communications services so thatthey can be controlled and managed by Web-style applications. CWS provides voice andspeech integration to an enterprise's existingdata infrastructure. This architecture enableschannel consistency, allowing applications to"see" relevant information from databases and
allowing customers to interact with the contactcenter through a variety of voice and datachannels.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 4/19
High-Speed Ethernet
As contact center applications become
increasingly sophisticated, it is important
to consider the demands that innovations
such as video will place on the network
infrastructure. High-speed technologies
such as 10 Gigabyte Ethernet can provide
the underlying infrastructure for highbandwidth requirements.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 5/19
Internet Protocol (IP)
IP allows packetized voice to travel over a data networksuch as a LAN or WAN. Contact centers are deployingIP systems due to its capabilities:
Support for remote agents, such as agents working from home,who need access to the same telephony and data resources asthey would have in an office.
Distributed or multi-site contact centers operating as one virtualcenter with calls and data seamlessly routed between locations.
Multi-media contact centers where systems and agents handleboth telephone calls and contacts from faxes, email, and Webcommunications. For example, a "click-to-talk" application lets anagent and Web user talk while jointly browsing Web pages.
Total cost of ownership benefits are derived from being able tomaintain a single network with simplified centralizedadministration.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 6/19
Internet Protocol (IP)
Multi-media contact centers where systems
and agents handle both telephone calls and
contacts from faxes, email, and Web
communications. For example, a "click-to-talk"application lets an agent and Web user talk
while jointly browsing Web pages.
Total cost of ownership benefits are derived
from being able to maintain a single networkwith simplified centralized administration.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 7/19
Speech
The most natural way to communicate is throughspeech - the human voice. Dramatic advances inautomatic speech recognition (ASR) and text-to-speech (TTS) technologies are driving an
evolution in IVR and messaging applications.Speech-enabled IVRs let callers navigatethrough speech commands, freeing them fromlengthy menus and repetitive touchtone inputs toprocess transactions. Benefits to contact centers
include improved service, improved agentproductivity, and reduced long-distance coststhrough faster transactions and informationretrieval.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 8/19
Multimedia
Customers expect to access information andprocess transactions through the mediachannels of their choice. Wireless connectivitythrough mobile phones, personal digital
assistance (PDAs), and laptops provide newoptions for consumers to connect withcorporations. Contact centers are deployinguniversal queuing applications to manage voiceand data contacts from all media channels
through a centralized queuing engine, savingagent time and providing customized servicewith a more satisfying user and agentexperience.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 9/19
Wireless and Mobility
Contact center customers demand anywhere,anytime access and the ability to use a variety ofwireless PCs, PDAs, and mobile phones tocommunicate with enterprises. Wireless is one
of the largest trends in telecommunications. Therapid adoption of Wi-Fi technology, as shown bythe proliferation of mobile technology from Intel,is ushering in new contact center applicationsrequiring messaging, collaboration, and
multimedia for wireless devices. Wirelessbroadband technology such as WiMAX will offerthe ability to communicate, transmit video, andprovide interaction in a wireless environment.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 10/19
CTI (Computer Telephony
Integration) Call Center Technology’s computer -telephony
integration (CTI) connects your voice and dataworld, ensuring agents instantly get thecustomer specific information they need to
effectively assist callers. By integrating callerinformation with your back office data systems,Call Center Technology can be used toauthenticate and prioritize callers, route to themost appropriate agent, automatically populate
the agent’s screen with critical call informationand much more. Don’t forget, CTI is not used
just for the agent, but also improves callerinteractions with IVR and other technologies.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 11/19
IVR (Interactive Voice Response)
The interactive voice response system allowsyou to improve your operations efficiency byapplying self service applications. IVR can beused to conduct the customer’s entiretransaction, or capturing a portion or all of thecaller’s information, then passing the caller andthe collected information to an available agent.In either case, an IVR can be used to solve a
range of challenges, from reducing agent talktime to sending repeat callers to their prioragents.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 12/19
ACD (Automatic Call Distributor)
Call Center Technology’s Automated CallDistribution (ACD) is the electronic heart ofthe call center. From your desktop, you
have a rich feature set including ad-hoc,and historical reporting information,creating and monitoring real-time keyperformance indicators, agent adds and
deletes, agent skill set modifications,routing configuration, IVR design, andmuch more.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 13/19
Monitoring
Call Center Technology monitoring of agents can bemonitored in a number of ways to help improve not onlythe agent but the call center performance. Managementand Supervisors will have several monitoring tools at
their finger tips such as, call recording (on-demand, allthe time, sampling etc), agent extension outbounddialing, random or rules based sampled post-callsurveys, and how about being able to monitor remotely.Monitoring can also be done by your clients through
client call monitoring. With these tools you will be able toprovide your callers the service they need and want, andprovide an every increasing product for your clients.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 14/19
Contact Center Infrastructure
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 15/19
What is CRM?
Customer Relationship Management, or CRM, is
a business strategy designed to improve
profitability, revenue, and customer satisfaction.
It consists of software, services, and a new wayof thinking to improve profitability, revenue, and
customer satisfaction. How? By helping
organizations of every size identify the right
customers, acquire more of the right customersfaster, and retain the right customers longer.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 16/19
What is CRM?
CRM typically involves centralizing all
customer data and automating much of
the tedious work in managing sales,
marketing, and customer service so thatprofessionals can spend more time
helping their customers become more
successful and less time on administrativetasks.
7/27/2019 Contact Center Technology
http://slidepdf.com/reader/full/contact-center-technology 17/19
CRM has been proven to:
Help organizations close more deals faster
Do a better job in segmenting and
reaching their target audiences
Dramatically improve customer
satisfaction and loyalty by delivering
superior service