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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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Next Generation Contact Center Technology Stack

Making informed decisions on the technology stack required to setup customer contact center is very challenging. The overall costs of the proprietary product stack of well known manufacturers like Avaya, Cisco and Aspect are daunting. After all, their internal costs are going up for everything from salaries to marketing and everyone has to sell more or sell for more to keep up with this.

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Essential ACD Queue features for Customer Service

Queues are at the heart of any ACD (Automatic Call Distribution). Most of us have experienced waiting in a Queue while trying to access customer service by phone. Call distribution within a Customer Contact Center is driven by an ACD. Efficiency of the ACD is determined by its ability to manage distribution of calls from multiple queues to its customer service representatives. Skills based routing allows distribution of calls to the most appropriate customer service representative. But there are other important features within an ACD that can assist in improving the overall performance of a customer contact center. Let us examine a few:

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Work Force Management (WFM) integration module within Contact Center Software

Q-Suite has a Workforce Management integration module to allow larger contact center operations to obtain real-time and historical feed of reports and statistics from the call center floor to determine productivity, staffing and performance. This module also provides for integration to third party software like call recording which depend on Agent and ACD states to monitor contact center activity. Q-Suite is a next generation Contact Center ACD and Dialer software that can feed real-time and historical data and reports to such things as Supervisor Dashboards as well as Workforce Management (WFM) Solutions, eliminating countless hours of data entry.

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Integrating CRM and ERP Applications To Phone Services

Customer Relationship Management (CRM) software record, unify and manage the business processes. It is usually industry specific and highly evolved. In most cases, there is a close relationship between phone services and CRM. The need to integrate phone services with a CRM or an ERP application is growing and presents an unique opportunity for CRM/ERP vendors to enhance product offering and increase productivity for its end-users. Phone service integration with sophisticated ACD and Dialer features will enhance the usability of the CRM and ERP software. Continue reading “Integrating CRM and ERP Applications To Phone Services”

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Supplement Asterisk with an ACD to build next generation Contact Centers

Asterisk to telephony is what Linux is for operating systems. It is by far the best available IP telephone system and provides an easy base to setup up powerful cost effective contact centers. The power of Asterisk makes is easy to supplement it with a good contact center software ACD (Automatic Call Distributor) and build an advanced contact center technology platform. Contact center softwares have an ACD to handle inbound calls and a Dialer capable of predictive, preview and progressive dialing. A good contact center software should provide customizable Agent Screens with screen pops, a script building tool, an IVR building tool, Real-time and Historical reporting, Skills based routing for inbound, Supervisor Dashboard, a self pacing predictive dialer, QA and an API to manage further enhancements.

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ACD requirements for improving efficiency through Contact Center Queue Setup

Effective use of Queues and IVR (Interactive Voice Response) within a back office phone system or call center ACD (Automatic Call Distributor) will have positive impact on the overall efficiency and productivity. A versatile ACD capable of supporting flexible queue arrangement and call handling is essential to meet the queuing demands and requirements of modern inbound contact center operation.

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Opportunity for CRM and ERP Solutions to Integrate CTI

Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) have become essential to the day to day operation of most organizations. CRM software plays a vital role in marketing, sales and customer retention process while ERP software is critical to management and monitoring of the entire work flow of an organisation. Both ERP and CRM software connect the operations to each and every activity within as well as to the outside client.

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A Cost Effective Next-Generation Contact Center Technology Platform

It is an exciting time for the contact center industry with the non-stop innovation and evolution in technology and telecommunications. The economic shift from ‘bricks and mortars’ to ‘clicks and online’ over the last decade has tremendously increased the technological needs of modern day contact centers. 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 contact center technology platforms have evolved to the point that highly reliable and full-featured systems are available to businesses of all sizes.

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Taking advantage of New Technologies to realize healthy ROI on contact centers

Technological changes have dramatically impacted the cost of doing business in the call center industry. The World Wide Web (WWW) and Internet Protocol (IP), evolution of next generation call center software, as well as advances in hardware and open source development, have unleashed unparalleled change that has significantly altered the industry. The importance of contact centers industry have grown due to global e-commerce. The sophistication and capabilities of the contact center technology platform have increased exponentially, while the cost per seat has gone down annually.

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