Technology

Technology

Call Centres use a wide variety of different technologies to allow them to manage the large volumes of work that need to be managed by the call centre. These technologies ensure that agents are kept as productive as possible, and that calls are queued and processed as quickly as possible, resulting in good levels of service.

These include ;

* ACW (After call work)
* ACD (automatic call distribution)
* Agent performance analytics
* Automated surveys
* BTTC (best time to call)/ Outbound call optimization
* IVR (interactive voice response)
* Guided Speech IVR
* CTI (computer telephony integration)
* Enterprise Campaign Management
* Outbound predictive dialer
* CRM (customer relationship management)
* CIM (customer interaction management) solutions (Also known as 'Unified' solutions)
* Email Management
* Chat and Web Collaboration
* Desktop Scripting Solutions
* Outsourcing
* Third Party Verification (Third party verification)
* TTS (text to speech)
* WFM (workforce management)
* Virtual queuing
* Voice analysis
* Voice recognition
* Voicemail
* Voice recording
* VoIP
* Speech Analytics