The Three Must-have Call Center Technologies

Call center outsourcing is one of the greatest demands that any businesses have today

. The globalization of the communication technologies is one of the significant factors that have initiated the interest of the call centers to be a part of every human being. Today, any customer who wants to establish and connection makes use of any support that is either feasible with a telephone or an email. Time is one of the main constraints that force us to access to a technology that results accurate and without repeating any issues in the future to Offshore call center in india.

Therefore, call center technology is upgrading day by day and numerous telecommunications hardware and software with automated phone systems proficient of replying incoming phone calls and performing outbound automatic dialing. All these technologies enable these organizations to take care of the complex processes with processing incoming and outgoing calls by means of automation without the involvement of any human agents.

Three main technologies are typically associated with a call center phone system:

IVR (Interactive Voice Response)

This technology has changed the call centers from a normal customer handling process to a high-tech automation tool. IVR is a computerized computer telephony integration CTI system that permits to develop complex menus which the caller can direct by making use of touch-tone key presses or any spoken guidelines. The use of the IVR systems is basically implemented as a Voice portal to contact remote information that is not usually conveyed by a customer support agent. IVR applications are characteristically related to inbound calling programs and are often assimilated with an Automatic Call Distributor (ACD) that is functional in routing incoming phone calls to the direct agents. In modern times, the technology is purely applied to outbound calling campaigns integrated with Voice Broadcasting and touch-phone responses.

WFM (Workforce Management)

Workforce Management or shortly WFM is a lifeline for any effectual business and is a common automated method in the form of WFM software. This software spins around the management of employees for monitoring HR administration, training management, performance management, talent management, payroll & benefits, time & attendance, career succession, forecasting, scheduling and many more. It has also merged with the VoIP scenario and equally contributes in handling the call center managers to overview the employees regardless of their physical location, whether it is onshore, offshore or at-home.

Softphone Software (CTI enable phone applications)

For a layman, a softphone is a special category of computer telephony application that helps a desktop or workstation computer to function as a telephone. Here, a computer network utilities itself as the communication channel for transmitting telephone information and service. The functionality can be discovered when a headset or a hand-held device, keyboard integrated with soft phone software.

These are just three technologies that are gaining importance in 21st century. May be there comes a new technology that can be equally important for handling some operations that is related to back office outsourcing services and Offshore email support services. It is just the game of technology with advancement of time.

by: katiecardwell

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