By Donna Fluss
Businesses searching for a aggressive area needs to convert their reactive, cost-laden touch courses into proactive, revenue-generating, "real-time" touch centres. Real-time is a giant "buzzword" within the customer support box without delay, and this publication deals actual, sensible techniques for turning the decision centre right into a real-time operation that generates gains. those centres supply a great patron event, increase loyalty, create new profit, decrease expenditures, and streamline the move of data among the heart and the remainder of the corporate. "The Real-Time touch middle" exhibits how one can enforce one.
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Additional resources for The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
There are three basic ways to acquire your core contact center infrastructure: • Purchase. In this case, you acquire your own infrastructure. If you intend to use the same equipment for more than 3 years, it is almost always cheaper to purchase. This also gives you full control and in-house expertise. If you are in it for the long haul and can afford it, this is the way to go. • Rent/Host. When you rent or host, you contract with a hosting company to provide access to the infrastructure you need.
Customers respond by pressing keys on their telephone keypad. Self-Service: Speech Recognition During the past three years, speech recognition applications have become more common in contact centers. The adoption of speech recognition solutions is expected to be greater in 2005 than in any prior period, as the technology is mature and the use of standards is making these systems easier to deploy. Speech recognition applications are similar to IVRs in that they automate calls that would otherwise be handled by agents but are unlike touch-tone IVRs in that users communicate with these applications by speaking.
Internet protocol was introduced in the 1970s and standardized in 1981. By the late 1990s IP was being heralded as a more efﬁcient method for moving calls and provided a technical foundation for a new generation of switches. Internet protocol switches were viewed as having the potential to replace the original time division multiplexer (TDM)–based switches. Internet protocol has the advantage of not The Development of the Real-Time Contact Center > 13 differentiating processing based on the type of transaction, whether voice or data.