BUZZ WORDS Call Center Technology10

Top

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Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market. We've compiled this list of the

top 10 call center technologies to consider for today's call centers.

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An automatic call distributor (ACD) manages incoming calls to a call center and routes them to the appropriate party based on pre-established handling instructions. Many ACDs feature skill-based routing technology that routes calls to the appropriate call

center agent based on skill set.

Automatic Call Distributor

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A predictive dialer automatically calls a list of telephone numbers in sequence, screening out busy signals, no-answers and answering machines while at the same time predicting when a call center agent will

be available to handle a call. Predictive dialers are often used in outbound call centers, where they increase call center productivity by reducing the

amount of time agents have to spend on each call.

Predictive Dialer

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An issue tracking system is commonly used in the call center to record and follow the progress of a

customer-related issue. The system captures all pertinent information relating to the issue and allows managers to see who is responsible for resolving it.

Issue Tracking System

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A knowledge base is a centralized repository of dynamic information and an important part of a

knowledge management system. Knowledge bases are used in call centers to give call center agents and customers easy access to a wealth of information.

Knowledge Base

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Text analytics applications are used to analyze text from customer service interactions. Text analytics

applications mine data from text, helping organizations extract value from a large number of

text-based customer interactions.

Text Analytics

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A session initiation protocol (SIP) application is often used in call centers in conjunction with Internet Protocol (IP) technology. SIP determines the end

system to be used for the session, the communication media and media parameters, and the called party's desire to engage in the communication. Once these are assured, SIP establishes call parameters at either end of the communication, and handles call transfer

and termination. SIP allows customers and virtual call center agents to connect with the call center from

anywhere in the world.

Session Initiation Protocol

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Email response management software automatically handles emails according to user-defined rules. The

software is used by many call centers to manage large volumes of email messages and can track and

record the status of each message and follow-up message. It is also used to provide automated

responses to incoming emails based on similar email responses from the past.

Email Response

Management Software Pointel

Computer telephony integration (CTI) is the use of computers to manage telephone calls. Call center

agents using CTI applications receive a "screen pop" on their computer screen when a customer calls in,

providing detailed information about the customer on the line. CTI increases call center agent productivity

by eliminating the need for call center agents to look up information when on a call.

Computer Telephony Integration

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Speech analytics applications are used to screen customer interactions for the purpose of identifying customer needs. Speech analytics have the potential

to detect cost savings and cost avoidance opportunities, identify ideas for new and improved products, pinpoint cross-sell/up-sell opportunities

and determine the effectiveness of marketing campaigns. Speech analytics can also identify

competitive situations and the underlying reasons why customers close their accounts.Speech

AnalyticsPointel

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Partner

Pointel

Who is POINTEL?

With over 90 employees and locations in the United States (New Jersey, Texas), India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers. The strength of our company is the technical capability of the entire team to take up challenging projects and deliver them on time and on budget.

GENESYS

PartnerON TIME, ON BUDGET Pointel is a leading Contact Center/CRM solutions provider and integrator, specializing in selling and implementing end-to-end solutions. Pointel has successfully completed over 100 deployments for Fortune 2000 companies.

Pointel

Who is POINTEL?

With over 90 employees and locations in the United States (New Jersey, Texas), India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers. The strength of our company is the technical capability of the entire team to take up challenging projects and deliver them on time and on budget.

GENESYS

PartnerON TIME, ON BUDGET Pointel is a leading Contact Center/CRM solutions provider and integrator, specializing in selling and implementing end-to-end solutions. Pointel has successfully completed over 100 deployments for Fortune 2000 companies.

Explore more

Pointel

Who is POINTEL?

With over 90 employees and locations in the United States (New Jersey, Texas), India (Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers. The strength of our company is the technical capability of the entire team to take up challenging projects and deliver them on time and on budget.

GENESYS

PartnerON TIME, ON BUDGET Pointel is a leading Contact Center/CRM solutions provider and integrator, specializing in selling and implementing end-to-end solutions. Pointel has successfully completed over 100 deployments for Fortune 2000 companies.

Explore more

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