A contact center system involves a real-time contact management system which enables transactions over the phone. The contact center system is a software application attached to a processor. It manages phone calls, contact routing, contact distribution and contact traffic. It provides intelligent routing of a call, text, facsimile or email to the end user.
A Contact center system within an organization manages all the customer contacts and is an integral part of an organization’s Customer Relationship Management (CRM). The infrastructure of a contact center system embraces components like computer-telephony integration, automatic call distributors, queue management, and integrated voice response units.
Predictive Insights: Automated Call & Lead Scoring for Today's Call Center
White Paper By: VoiceBase, Inc
Today’s call center is not lacking data. But the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes time— time that could be better spent exploiting new-found insights to improve business processes. By replacing human call scoring with an automated call solution offered by contact centers, call-tracking...
5 Reasons Skype for Business Is a Natural Fit for the Contact Center
White Paper By: CLARITY CONNECT
Past several decades showed nothing much of improvement in the technological perspective of the telephony technology. Though the presence of archaic PBX system still consumes a major part of market share, the present day Unified Communications however promises much more to offer with its major upheaval. PBX hardware for contact centers will be nearly vestigial in a few years – Skype...
Sales & Operations Planning
White Paper By: IBS
Building Sales & Operations Planning (S&O) around a “Plan, Do, Check and Act” (PDCA) process represents a proven way to align financial goals with operational reality. Unless you develop a sound Sales and Operations Planning (S&OP) process based on a PDCA methodology, your struggle to meet projections will continue to persist. What are you doing to improve...
Cloud Versus Premise: A Decision Framework for Contact Center Technology
White Paper By: Altivon
Competing in today's highly competitive environment requires enterprises to have an agile technology infrastructure to support customer service and to achieve the greater corporate objective of improving the customer experience. In contact centers, choosing between cloud and premise can be confounding. We advocate a decision framework and the same fundamental decision framework for...
Using Gamification to Improve Contact Center Performance
White Paper By: CallMiner
Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...
Building your brand around better customer service
White Paper By: Plantronics
In today’s omni-channel world, customer service centers play a vital role in building brands and growing revenues. The outcome of all the customer interactions is the customer experience, and it is this experience that the customer associates with your brand. Organizations need to rebuild around the customer experience and ensure every department understands its role in delivering the...
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