Call Centre Technology
What are the key call centre technology components that every contact centre should be exploiting?
Protocall One can design call centre technology solutions that manage much more than just voice calls – also handling emails, post, SMS text messages, online webchat and even social media responses.
The components that make up a multi-channel contact centre include:
- ACD – automatic call distributor that manages the routing of inbound calls
- IVR – interactive voice response that provides touch tone and speech recognition based menus that direct the call to the right resource to deal with that specific type of enquiry
- Call Recorder – the ability to record calls within the contact centre
- WFM – workforce management system that manages the planning, forecasting and scheduling of call centre staff
- CRM – customer relationship management system which is used to log customer contact and manage customer preferences when dealing with the contact centre
- Dialler – used for managing outbound calls – involving different types dialling mechanisms from preview dialling through to predictive
- Multi-channel management – integrates email, white mail correspondence, SMS text messages and online webchat into an intelligent workqueue
Protocall One can advise on the design and implementation of the best practice call centre technology. Our consultants can either work in a vendor neutral way - to provide independent advice - or we design a Genesys based contact centre solution that meet your business needs.
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