contact_center_0405 - Overview Enabling Technologies to...

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Over view Enabling Technologies to Transform Your Call Center In today's demanding marketplace, businesses need to be available 24 hours a day, 7 days a week - making your call center environment more critical than ever. How do you transform your call center from a traditional "bricks and mortar" facility to support the needs of the contact center of the future? Today the typical call center environment requires a substantial physical presence…usually a large building filled with customer service representatives or agents. The technical infrastructure is often spread across two or more networks. Customer information is stored in fragmented databases with no way to seamlessly share it in real time. Both employees and end users must deal with the constant aggravation caused by different interfaces for voice and data. The contact center of the future exists within a virtual environment that isn't limited by traditional "brick and mortar" facilities. Agents can literally be located anywhere in the world. This facilitates the use of contract employees, outside suppliers, teleworkers or home based workers. Your agents can provide new levels of service to customers anytime, anywhere - whether they are at home, in the office, or somewhere else. Your business can reduce costs and increase capabilities with a converged voice and data network. Enterprise Benefits of New Contact Center Capabilities Flexibility: Businesses can meet customer needs with a cost effective and efficient combination of resources available. Scalability: Support for extreme scalability to accommodate fluctuating demand without prohibitive investment. No matter where resources are located, enabling technologies such as Intelligent Inquiry Routing and Automated Speech Recognition combine to create a seamless experience for the end user. Emerging Technologies: Voice over Internet Protocol or VoIP allows both voice and data to be integrated over a converged IP network. Voice Print Authentication can enhance security and personalization. Customer relationship management applications can be integrated; so information from any number of individual customer databases is always available. The End User Experience
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contact_center_0405 - Overview Enabling Technologies to...

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