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What is Contact Center Solution
Contact Center is a solution that is made for callings in allorganizations that can manage customer interactions well. Contact centersolution is quite different from call center solution because call center receives request only by telephone but the Contact Center Solution handles inbound and outbound customer communication through multiple channels like telephone, web, chat, email, messaging app and social media platform, text,fax, and traditional mail. It has various types of advanced technology to helpresolve customer issues quickly, track customer engagement, and captureinteraction and performance data.
This solution is usually operated either by an internaldepartment or outsourced to a third-party provider.
Key of Contact Center Technology to Provide Better Service
1. CTI – COMPUTER TELEPHONY INTEGRATION
CTI (Computer Telephony Integration) is a kind of technologythat enables telephone system and computers to interact together. ContactCenter implementing CTI. which can use computers to manage all telephone calls,which in turn leads to increased efficiency and better results.
2. ACD – AUTOMATIC CALL DISTRIBUTOR
It is a telephony system that recognizes, answers, and routesincoming calls to the terminal or agent that is best suited to manage thecaller’s requirements. Knows where to send incoming calls before they areanswered is a huge help for companies receiving a large volume of calls.Automatic call distributor helps companies meet customers’ needs moreefficiently.
3. INTELLIGENT CALL-BACK
The Intelligent Call Back is a feature that allows callers toselect the call-back option so that they don’t have to wait in a queue on thephone. Instead, the caller can return to what they were doing, and the agentwill call back as soon as possible.
4. IVR – INTERACTIVE VOICE RESPONSE
IVR (Interactive Voice Response) is a system that is alsoknown as an automated phone system that allows incoming callers to access theinformation, they need without having to talk to a person. All customers canhelp themselves by entering information via a touch-tone keypad or speakinginto the phone. Different IVR systems have a different levels of naturallanguage speech recognition.
5. UNIVERSAL QUEUING
6. IV – INTERACTIVE VIDEO
7. PREDICTIVE DIALER
8. CALL RECORDING SYSTEMS
9. VOICE BIOMETRICS
10. CRM /CONTACT CENTER SERVICING APPLICATION
11. CMS – CAMPAIGN MANAGEMENT SYSTEM
12. ADMINISTRATION CONSOLE
13. WFM – WORKFORCE MANAGEMENT SOFTWARE
