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Call Center Technology Overview

This document defines the key components of a call center, including a PABX or switch to route calls, an ACD to distribute calls to agents, an IVR for automated services, and CTI to integrate phone systems with computer databases. It also discusses outbound dialers, voice recording, reporting tools, workforce management systems, CRM software, and common call center equipment vendors and products.

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Dilbar Bhesania
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131 views3 pages

Call Center Technology Overview

This document defines the key components of a call center, including a PABX or switch to route calls, an ACD to distribute calls to agents, an IVR for automated services, and CTI to integrate phone systems with computer databases. It also discusses outbound dialers, voice recording, reporting tools, workforce management systems, CRM software, and common call center equipment vendors and products.

Uploaded by

Dilbar Bhesania
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd

CALL CENTER BASICS

Work Book
Call Center Overview

What is a Contact Center – Definition


It is a physical entity where customer contact is handled remotely. If this is done
telephonically, it is called a Call Center

Components that make it happen

Switch / PABX:
PABX (Private Automated Branch Exchange) is responsible for collecting and
switching the voice calls.

Automated Call Distributor (ACD):


ACD is responsible for Call distribution, finding the right agent first time, load
balancing.

Interactive Voice Response Unit (IVR):


IVR is responsible for Automated Customer Validation, Dynamic Announcements
Automated Interactive Customer Service, Fax On Demand, Automatic Faxing,
and Value Added Services.

Computer Telephony Integration (CTI):


It is the interface between the computer database and the Telephone System. It
connects Voice & data.
In a call center environment it
 Saves agent time – e.g. screen pop
 Saves customer time – e.g. intelligent routing
 Saves money
 Provides better decision support
 Better resource development
 More effective routing & queue definition

Outbound / Predictive Dialer:


It downloads data and dials number in the sequence that it has received. It can
be programmed to dial for a particular amount of time. It saves agent time.

Voice Recorded:
Voice recorder is used to record interactions. The recorded interactions are
needed for
 Carrying out quality checks
 Identifying training & developmental needs
 Fulfilling legal obligations of transactions recording in Banks & Financial
Institutions.
Statistical / MIS tools:
 Real time reports
 Historical reports
 Real – time Call Center Management

Work Force Management System:


WFM enables a call center to
 Forecast call traffic / workload
 Generate optimal shifts
 Generate skill based rosters
 Allocate staff rosters
 Manage rosters on the day
 Provide management reporting

CRM (Customer Relationship Management)


CRM is the front – end software application on the agent Desktop. It provides
 Access to the product information for resolving customer queries
 Access to customer details for providing better service
 Integration to other applications like billing for accessing & updating the
relevant information.

Vendor Equipment Name


Vice Recorder NICE Voice & Screen Recorder
CTI AVAYA AIC
IVR AVAYA Conversant
ACD AVAYA Call Center Elite

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