Technologies For Today's
“80% of customers prefer talking to
call center agents as opposed to other
contact methods, but unfortunately
only 26% of customers are satisfied
with the response they get from the
In order to meet the changing demands of
today's customers and deliver superior
customer service, a company must employ
unbeatable call center technologies.
Let's discuss the technologies in details:
Call centers need an automatic call distribution system to
handle large volume of incoming calls. Since, automatic
call distributors route all incoming calls to available
agents, callers are never lost.
CRM applications provides call center agents with comprehensive
customers information which helps them to solve customer issues swiftly.
Agents can also use the CRM application to document and organize all
the interactions they had with a customer. Having this informationat the
ready, can help agents resolve issues more efficiently.
IVR is a self-service tool which allows companies to automate the
handling of all incoming customer inquiries.
It makes it easier for customers to help themselves by following the
instructions on the IVR.
To capture all incoming customer calls and other interactions, call centers
should use a call recording system. This technology helps call centers to
analyze how agents deal with the customers and what more changes are
needed to improve their customer support system.
A predictive dialer is an automated telephone system that saves agents time as
the dialer will detect busy signals, voicemail messages, disconnected phone
numbers when there is no answer.
With this technology, you can build a virtual contact center by merging agents
from different locations. If any one of the contact center is unavialble, calls can
be forwarded to the virtual call center. Hence, all calls can be handled without
wasting any money for employing additional agents.
The Real PBX, powered by
CloudSpace Technologies LLC, is a
global provider of unified cloud
communication services such as
Hosted PBX, Call center solutions
such as Predictive dialer, SIP
services and toll free numbers to
consumers and businesses.
For more information, visit:
www.therealpbx.com or call at +1-
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