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Predictive dialer

A predictive dialer is an electronic device that allows for automated outbound dialing to a list of numbers, connecting answered calls with the calling person. The main advantage of predictive dialer...

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PBX solutions

A PBX (Private Branch Exchange) is a telephone switch owned by a private company or institution. The PBX is in charge of managing call and voice communication. The most common features include an...

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Outbound contact center

An Outbound contact center is a platform that enables a series of agents to contact their customers or prospective customers through a number of channels including voice, e-mail, SMS, instant...

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Outbound call center

An Outbound call center is a specific call center platform mainly focused on outbound calling. Current technology allows for the automation of many of these activities, including dialing, answering...

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Multichannel blending

Multichannel blending is a feature of certain contact center platforms that allows a single agent to seamlessly handle contacts from more than one service of any of the channels managed by the contact...

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Intelligent Routing

Intelligent Routing (IR) for contact centers allows for the designing of contact management strategies which are capable of performing certain actions before the contact is handled by the agent. The...

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Inbound contact center

An Inbound Contact Center is a business area responsible for managing inbound contacts using multiple communication channels including voice, e-mail, SMS, chat, social media, etc. The platform...

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Hosted call center

A hosted call center platform is deployed on the provider’s premises or a third party’s hosted site instead of the client’s premises. Call centers can be set up so all the equipment except for the...

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Contact center software

Contact center software is a series of applications and management tools that allow for the automation, monitoring and quality control of contact center operations. It differs from call center software...

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Contact center reporting

Contact center reporting and monitoring allow information to be stored about key performance indicators such as conversion rates, contacts in queue, abandon rates, pending e-mails, social media...

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Contact center recording

Contact center recording tools allow for the capturing and storing of activities produced by the contact center, whether they are audio recordings or an agent‘s daily activity log on a computer (Screen...

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Call center software

Call center software is a series of applications and management tools that allow for the automation, monitoring and quality control of call center operations. Most of this software can be divided in...

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Call center script

Call center scripting solutions allow for the use of contact handling scripts by call center agents. These scripts can provide agents with strategies, counterarguments and standardized texts in order...

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Call center reporting

Call center reporting and monitoring tools are essential in order to guarantee a certain level of service and quality regarding customer care. Monitoring tools allow contact center supervisors to...

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Call center recording

Call center recording involves the capturing and storing of audio files produced by call center activities. This operation may be useful for quality control, agent activity logging or for legal purposes.

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Call center dialer

A call center dialer is an ACD tool that allows for automated dialing from a call center platform. There are several dialing modes: Preview, Power / Progressive and Predictive.

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Call blending

Call blending is a feature of certain call center platforms that allows a single call center agent to seamlessly handle contacts from more than one service, regardless of whether they are inbound or...

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Asterisk call center

Asterisk-based call center technology is one of the most popular choices in small to medium-sized call centers due to a comparatively faster, easier implementation and lower price than other solutions.

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Predictive dialer system

A predictive dialer is an electronic device that allows for automated outbound dialing to a list of numbers, connecting answered calls with the calling person. The main advantage of predictive dialer...

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PBX solutions

A PBX (Private Branch Exchange) is a telephone switch owned by a private company or institution. The PBX is in charge of managing call and voice communication. The most common features include an...

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