CTI is a type of technology that enables computer and telephone systems to interact together.
CRM software gives agents the 360° customer info they need to solve customer needs as quickly as possible.
Voice has become a reliable way to authenticate a person’s identity because it is unique to each individual.
QM applications give managers insight into employee performance so that any areas of weakness can be identified.
Most people dialing contact center numbers today are doing so from their smartphones.
An administration console is a web application that makes it easy for a contact center staff member to manage a server.
IVR is an automated phone system that allows incoming callers to access the information they need without having to talk to a person.
ACD is a telephony system that recognizes, answers, and routes incoming calls to the terminal or agent that is best suited to handle the caller’s needs.
The Intelligent Call Back feature allows callers to select the call-back option so that they don’t have to wait in a queue on the phone.
The goal of Universal Queuing is to pool all customers on hold into a single waiting list, regardless of how the customer contacts your business.
Businesses can use IV technology to play videos for advertisements, promotions, or entertainment while customers are waiting on hold.
CMS is most helpful for outbound contact centers. The software provides the agent with a contact list, or other info needed to reach out to the right people.
The technology transports contact center interactions by segmenting multiple data streams and then putting them in a single signal.
A predictive dialer automatically dials from a list of phone numbers. This saves agent time as the dialer will detect busy signals, voicemail messages, disconnected phone numbers, and when there is no answer.