Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Mithilesh Kumar kumar.mithilesh@gmail.com Part - 1
   A contact centre, also known as customer    interaction centre is a central point of any    organization from which al...
   To interact with customer   To provide services   To provide supports   To make sales   To make business relations...
   Layout/Flow   Agent Workstation Size & Accessories   Electrical Information   Space Maximization   Other Call Cent...
   Data Network   Voice Network   Contact Center Applications   Client/Server Machines   Software Operating Systems/A...
   LAN Card on Client/Server Machine   Layer-2 Switches   Layer-3 Routers   High speed bandwidth
   PSTN/VoIP connectivity   PSTN/IP Audio/Video Telephones   Digital/IP-PBX/ VoIP Gateways/ Servers   PSTN/ IP based T...
   Dialer   IVR (Interactive Voice Response)   ACD (Automatic call distribution)   CTI (Computer Telephony Integration...
   Agent Computers   Application specific Server Machines
   Client Operating System for Agent   Server Operating System for Applications   Licenses   DHCP/DNS/Directory/Mail S...
   Letter   Fax   SMS   Audio Call   Video Call   E-Mail   Web Chat / IM (Instant Messaging)   Social Media
   Data Network Vendor   Voice/Data Service Provider Vendor   Contact Center suit vendor   CRM/Database/Mail/Directory...
   Features on L2/L3 Switches/Routers   Scalability/Performance   Vendor Interoperability   Services and Supports   C...
   PSTN/IP Toll Free Number   Bandwidth Speed/Quality   Capacity support for PSTN and Bandwidth   Public IP Pool   Ba...
Thank You
Upcoming SlideShare
Loading in …5
×

Contact center solution

587 views

Published on

Published in: Technology, Business
  • Be the first to comment

  • Be the first to like this

Contact center solution

  1. 1. Mithilesh Kumar kumar.mithilesh@gmail.com Part - 1
  2. 2.  A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed Collective handling of multiple communication mode at one location is known as a contact centre.
  3. 3.  To interact with customer To provide services To provide supports To make sales To make business relations To hear customer concerns Ex: Customer  Enquiry  Company Contact Center  Agent answer the enquiry  Customer Satisfaction
  4. 4.  Layout/Flow Agent Workstation Size & Accessories Electrical Information Space Maximization Other Call Center Areas Ergonomics Furniture Lifecycle Costs
  5. 5.  Data Network Voice Network Contact Center Applications Client/Server Machines Software Operating Systems/Applications
  6. 6.  LAN Card on Client/Server Machine Layer-2 Switches Layer-3 Routers High speed bandwidth
  7. 7.  PSTN/VoIP connectivity PSTN/IP Audio/Video Telephones Digital/IP-PBX/ VoIP Gateways/ Servers PSTN/ IP based Toll Free number
  8. 8.  Dialer IVR (Interactive Voice Response) ACD (Automatic call distribution) CTI (Computer Telephony Integration) Call Logger Call Center Management Software Reporting
  9. 9.  Agent Computers Application specific Server Machines
  10. 10.  Client Operating System for Agent Server Operating System for Applications Licenses DHCP/DNS/Directory/Mail Servers CRM/Database
  11. 11.  Letter Fax SMS Audio Call Video Call E-Mail Web Chat / IM (Instant Messaging) Social Media
  12. 12.  Data Network Vendor Voice/Data Service Provider Vendor Contact Center suit vendor CRM/Database/Mail/Directory Vendor Client/Server Hardware Vendor
  13. 13.  Features on L2/L3 Switches/Routers Scalability/Performance Vendor Interoperability Services and Supports Competitive Advantage
  14. 14.  PSTN/IP Toll Free Number Bandwidth Speed/Quality Capacity support for PSTN and Bandwidth Public IP Pool Bandwidth Usage Report Call Details Records / Bills
  15. 15. Thank You

×