processed as quickly as possible‚ resulting in good levels of service. These include ; ACW (After call work) ACD (automatic call distribution) - In telephony‚ an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system. Agent performance analytics Automated surveys -are used to gain customer feedback through the internet and via the telephone. Automated
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A member of ComfortDelGro CASE STUDY ComfortDelGro offers efficient‚ innovative call booking services with advanced Avaya Contact Center solution Challenge Solution To maximize the profitability and operational effectiveness of ComfortDelGro’s taxi business by balancing costs management against growing customer base. ComfortDelGro looked to Avaya to improve on call automation and response time to customers‚ as well as enhance agent job satisfaction at its Customer Contact Center
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brought along EUIS and software is playing a major role in the integration of the help desk as it moves toward the future. The help desk is a service that uses a live agent to respond to calls from end users who have problems using software or a hardware device. Help Desk agents respond to an end user’s question in real time. There is a high volume of calls entering the help desk on a daily. Call center technology‚ computer telephony integration‚ interactive voice response‚ and web-enabled support are
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15 15 15 Connectivity to current Avaya PBX 15 15 15 12 0 8 Multimedia Support (40%) Email 5 5 5 5 5 5 Chat 5 5 5 5 0 0 Voice Mail 5 3 3 3 3 5 IVR 5 4 3 4 3 5 Outbound dial 5 4 5 5 2 0 CTI integration 5 3 5 0 0 5 URL Browsing 5 5 5 5 5 0 CRM support 5 5 5 5 5 5 Cost (20%) Total Cost 20 15 15 15 15 15 Total Points 100 89 91 84 63 73 . Your selection is: GENESYS. 2) Evaluating RFPs is a subjective
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program to improve customer experience across multiple contact channels such as voice emails and fax. Infosys developed an Oracle Siebel Solution for customer support groups‚ incorporating Computer Telephony Integration‚ Service Requests and Activity Management‚ Oracle Siebel Order Management‚ and multiple integrations with legacy order fulfillment systems using Fusion Middleware. After the implementation of Customer Care program‚ a customer satisfaction survey showed an increase in score from 66% in
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agents‚ with work stations that include a computer for each agent‚ a telephone set/headset connected to atelecom switch‚ and one or more supervisor stations. It can be independently operated or networked with additional centres‚ often linked to a corporate computer network‚ including mainframes‚microcomputers and LANs. Increasingly‚ the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI). -------------------------------------------------
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agents‚ with work stations that include a computer for each agent‚ a telephone set/headset connected to a telecom switch‚ and one or more supervisor stations. It can be independently operated or networked with additional centres‚ often linked to a corporate computer network‚ including mainframes‚ microcomputers and LANs. Increasingly‚ the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI) A contact
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systems found in most call centres. The need for skills-based routing has arisen‚ as call centres have become larger and dealt with a wider variety of call types. Computer telephony integration‚ also called computer–telephone integration or CTI‚ is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient‚ though it can also refer
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Types of convergence: Technological Convergence: Technological convergence is the tendency for different technological systems to evolve towards performing similar tasks. Convergence can refer to previously separate technologies such as voice (telephony features)‚ data (productivity applications) and video that now share resources and interact with each other‚ synergistically creating new efficiencies. Convergence in this instance is defined as the interlinking of computing and other information
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centre agents‚ with work stations that include a computer for each agent‚ a telephone set/headset connected to a telecom switch‚ and one or more supervisor stacan be independently operated or networked with additional centres‚ often linked to a corporate computer network‚ including mainframes‚ microcomputers and LANs. Increasingly‚ the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI). A contact centre‚ also known as customer
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