A Contact Center is
a facility used by companies to manage all client contact through a variety of
mediums such as telephone, fax, letter, e-mail and increasingly, online live
chat.
Distinct from call centres,
that purely handle telephone correspondence, contact centres have a variety of
roles that combine to provide an all-encompassing solution to client, and
customer contact. Contact centres, along with call centres and communication centres
all fall under a larger umbrella labelled as the contact centre management
industry. This is becoming a rapidly growing recruitment sector in itself, as
the capabilities of contact centres expand and thus require ever more complex
systems and highly skilled operational and management staff.
The majority of large companies
use contact centres as a means of managing their customer interaction. These
centres can be operated in two major ways, the first, by having an in house
department responsible for the day to day communications with customers, the
second to outsource customer interaction to a third party agency.
Contact centres can also offer a
number of different services. One of the most popular is the support or help
desk, which regularly answers technical questions from customers and assists
them using their equipment or software. Frequently, support desks are used by
companies in the computing, telecommunications and consumer
electronics industries.
Equally important are the customer
service contact centres that
answer specific queries relating to customer issues, in the banking and utility
sectors these are frequently used to answer customer questions relating to
their account or payments, this type of service may even be used to respond to
customer complaints and undertake retention strategies for dissatisfied
customers.
Finally there are contact centres that carry out sales and marketing activities; these can be performed
through cold calling strategies and increasingly through
live chat applications on company websites.
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Voxtron Communication Center is
the multimedia customer interaction solution of Voxtron.
It provides call and contact Center functionality
for companies in different business areas, such as trade, industry, finance,
energy, government and so on.
Voxtron Communication Center is available in 2
editions. The Express version serves the needs of small to medium sized
companies (SMEs) while the Enterprise edition is developed for the enterprise
market. Voxtron Communication Center offers a very straightforward, web-based
administration and configuration.
Even the most complex installations can be deployed
in a short time and can be managed and maintained with little effort. The
software offers a unique and innovative licensing model that answers the most
diverse requirements.
Voxtron
Communication Center
o > is customer interaction software that runs on top
of any (existing) communication environment
o > distributes contacts (calls, emails, faxes,
web-chats, documents, Web 2.0 information) to appropriate persons within the organization
o > distinguishes between direct (personal) and routed
(to a pool of employees) communication
o > Skill-Based Routing (SBR) is one of the assignment strategies
o > is based on the Voxtron Universal Queue (UQ)
principle
o > provides Business Intelligence (BI) information
o > CTI function improves employee efficiency
o > offers powerful Software Development Kits (SDK) for
integration within the existing IT infrastructure
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