One of the advantages of moving call center software to the Cloud is the lower cost of managing your infrastructure. Despite this, it is still vitally important that you do manage the infrastructure. Security holes are always being discovered, and keeping your software up to date and following best practices will help your platform from becoming exploited. Continue reading “Call Center Software in the Cloud Still Requires Security Considerations”
Web services API for Integrating into a Dialer and ACD software
Dialer and ACD are an integral part of every customer contact operation. Contact Centers require an ACD to control and manage incoming call flow. They may require a Dialer to perform List based dialing in predictive, preview or progressive mode.
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Importance of Simplified API for CRM integration to ACD and Dialer
CRM drives sales by providing centralized customer and lead management with instant access to the history of each customer and prospect. Most CRM software offer up to date customer history on demand with access through the Web or desktop application. The power of lead management and CRM can be amplified by integration to a Dialer platform to improve efficiency and productivity. Most Dialers provide for different modes of dialing like Predictive, Preview and Progressive. ACD integration to CRM allows better management of incoming calls. The most important aspect of setting up CRM integration is the ability of Dialer and ACD software to work seamlessly with the CRM.
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Social Networking, Contact Center operations and Customer Satisfaction
You guessed it right. The new buzz in marketing is “Social Networking”. It is interesting to see how technology providers are pursuing this buzz. We recently had Salesforce announcing acquisition of Radian6 to monitor, analyze and engage in social media conversations within its CRM platform. Now Cisco has released a self-commisioned whitepaper on next generation contact centers conducted by Forrester. It mentions customer dissatisfaction as a key finding. We all deal with customer service for services like banking, insurance, phone plans, cable and internet. I have left out many more services. The general perception is that customers are left unsatisfied while dealing with customer service contact centers to resolve outstanding issues.
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Use of Outbound Dialer in Collections
Delinquent customers impact profitability and therefore increase the cost of doing business. Collections are a process of debt recovery with challenging conditions where efficiency of contact matters. Most collections and recoveries mechanism depend on efficient dialers to automate the process of customer contact. Dialer is the most important component of a debt recovery and collections contact center. The Dialer refers to the overall dialing system and should offer advanced dialing features capable of running multiple concurrent outbound campaigns in both Predictive and non-Predictive dialing modes. Collections and Debt recovery requires account code dialing where every account has multiple phone contacts. Another key component to successful outreach programs is the ability to blend with inbound calling.
A Cost Effective Next-Generation Contact Center Technology Platform
For most call centers and office ACD systems, the rapid changes in telecommunications technology have brought critical opportunities – opportunities to make significant improvements in productivity while greatly reducing operating costs. Cutting-edge Internet Protocol (IP) based phone and contact center technology platforms have evolved to the point that highly reliable and full-featured systems are available to businesses of all sizes.
The widespread use of VoIP can be seen daily (we are all familiar with the likes of Skype). However, the availability of such high-grade, quality software is not limited to simply placing and receiving calls. Next-generation phone systems and call center ACD software, capable of supporting both TDM and VoIP, is available and is delivering groundbreaking advancements to office phone systems and call centers around the world. Many of these advances are due to the superiority of the telephony platform supporting the next-generation software. For example, the use of Asterisk, the leading powerhouse of IP PBX systems and VoIP gateways, is so pervasive that it can be considered omnipresent. Asterisk has experienced universal acceptance and is a market leader in delivering an enterprise-grade telephony platform at a fraction of the cost compared to the available proprietary telephony systems.
Technology managers now have access to this sophisticated and leading telephony platform for their call centers. It is a great time to evaluate the available contact center technology solutions and to build out a cost effective, sophisticated, next-generation call center technology platform. The right telephony platform with the right call center ACD software will deliver the competitive edge you require.
Any Asterisk Call center software must meet the existing demands placed upon modern call centers. Q-Suite 5.0 from Indosoft, a very high-end call center ACD software solution for Asterisk, delivers the Full-Functionality requirement to call centers. It is feature-rich, scalable, out-of-the-box software that comes with a powerful ACD and predictive dialer. It has detailed reporting capabilities and is bound to satisfy the functional requirements of most advanced call centers. With Q-Suite 5.0, you can switch to Asterisk with the right contact center technology solution and migrate seamlessly to IP telephony. Q-Suite 5.0 offers reliability, required for your daily operations. It offers High Availability, with ability to ensure that you do not loose existing calls due a single failure, and Full-Functionality, the availability of industry standard features comparable to the any of the high-end proprietary peers in the contact center technology domain.
Q-Suite 5.0 provides more than just a full-featured solution. The ease of system management and administration of the product throughout its lifecycle reduces the cost of running the system and substantially reduces ongoing overhead. Interoperability is another benefit inherent to Q-Suite 5.0. Its class of standards-based API allows you to easily support the functioning of existing business applications that utilize tried and true CTI
The paradigm shift in technology has opened an unprecedented opportunity to enhance your call center platform, lower your cost and provide much more functionality. There has been never such an opportunity to compete and grow with industry leaders. In order to take full advantage of what cutting edge technology can deliver, a close analysis of Asterisk and Q-Suite 5.0 should remain central to your search for a next-generation contact center technology platform.
Read or download the complete white paper on Asterisk call center ACD.
Flexibility within a Call center ACD with Agent seating and ON-Hook/OFF-Hook telephony
Large enterprise contact centers require their ACD (Automatic Call Distribution) to be flexible. The primary objective of a call center ACD is to manage routing and handling all incoming calls resulting in appropriate calls being connected to the most suitable agent. Hot desking is the flexibility available for agent seating within a call center. On-hook and Off-hook describe the state of the agent telephone device. An On-hook agent phone has to ring to incoming call, like regular phones. An off-hook agent is already connected and would hear an audible beep before a new call is handed out.