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Top 10 buzz words in call center technology

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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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Top 10 buzz words in call center technology

  1. 1. BUZZ WORDS Call Center Technology10 Top of
  2. 2. 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. Pointel
  3. 3. 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 Pointel
  4. 4. 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 Pointel
  5. 5. 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 Pointel
  6. 6. 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 Pointel
  7. 7. 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 Pointel
  8. 8. 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 Pointel
  9. 9. 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
  10. 10. 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 Pointel
  11. 11. 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 Analytics Pointel
  12. 12. For more details, Source: http://searchcrm.techtarget.com/feature/Call-center- technologies-Top-10-buzzwords Click here Pointel
  13. 13. Who is POINTEL? Pointel
  14. 14. GENESYS Partner Pointel Who is POINTEL?
  15. 15. 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 Partner ON 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?
  16. 16. 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 Partner ON 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?
  17. 17. 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 Partner ON 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 Follow us : Pointel Who is POINTEL?

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