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Different System Tools Call Centers Typically Use

By Sonia Roody Subscribe to RSS | April 21st 2012 | Views:
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Like most enterprises, call centers improve with advances in technology. Different innovations in communications technology have helped call centers become more efficient. As telecommunications systems evolve, it becomes possible for call centers to provide more sophisticated services that best suit their clients’ needs.

Call center technology involves more than telephone lines and simple switchboards. In fact, they now run on software-as-a-service, a cloud computing system that integrates their "typical" line of work with the computer that streamlines their job. These days, call centers use several types of cloud computing technology, which are outlined below.

For instance, an automatic call distributor or ACD system diverts calls to individual call center agents' stations. This way, calls are routed and distributed as efficiently as possible to all available agents. The ACD system also enables agents to divert or forward escalated calls to second-tier agents or to a supervisor for complicated issues.

The automatic call distributor system is part of the computer telephony integration or CTI system. This includes automatic dialing, call transferring, and voice recording, which are all geared toward a more streamlined workflow. Other tasks like answering, holding, and ending calls are done smoothly through a computer. This is also how call centers input and store information gathered from callers.

Due to its central role in communication, it is considered an integral aspect of the customer relationship management (CRM) system. Call center are also effectively front liners, so they need the right tools to provide the best customer service possible. Customer relationship management software also regulates how much information the call center gets from the customer, which is integrated into the computer for easier archiving.

Call center also make extensive use of interactive voice response or IVR technology. Most people recognize this as recorded messages that greet them and provide instructions before diverting to a live operator. This becomes useful when agents are busy handling one call after another as it assures customers that they have contacted the right company and are being routed to the next available agent.

Technologies like these are integrated into an even bigger enterprise resource planning system or ERP. The ERP streamlines other departments in call center like the information technology, the accounting, and security systems teams. These processes can in turn be monitored by IT managers and the CEO. For more information, see CallCenterBlogger.com

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