The document outlines the top 10 evolving technologies in call centers, including features like automatic call distributors, predictive dialers, issue tracking systems, and knowledge bases, which enhance productivity and efficiency. It also highlights the importance of text analytics, session initiation protocols, email response management, computer telephony integration, and speech analytics in improving customer interactions. Pointel is introduced as a leading contact center solutions provider, known for its technical expertise and successful deployments for Fortune 2000 companies.

1. BUZZ WORDS
Call Center Technology10
Top
of

2. Call center technology is constantly evolving, so it can be difficult to keep
track of the latest innovations in the market. We've compiled this list of the
top 10 call center technologies to consider for today's call centers.
Pointel

3. An automatic call distributor (ACD) manages
incoming calls to a call center and routes them to the
appropriate party based on pre-established handling
instructions. Many ACDs feature skill-based routing
technology that routes calls to the appropriate call
center agent based on skill set.
Automatic Call
Distributor
Pointel

4. A predictive dialer automatically calls a list of
telephone numbers in sequence, screening out busy
signals, no-answers and answering machines while at
the same time predicting when a call center agent will
be available to handle a call. Predictive dialers are
often used in outbound call centers, where they
increase call center productivity by reducing the
amount of time agents have to spend on each call.
Predictive
Dialer
Pointel

5. An issue tracking system is commonly used in the call
center to record and follow the progress of a
customer-related issue. The system captures all
pertinent information relating to the issue and allows
managers to see who is responsible for resolving it.
Issue
Tracking
System
Pointel

6. A knowledge base is a centralized repository of
dynamic information and an important part of a
knowledge management system. Knowledge bases
are used in call centers to give call center agents and
customers easy access to a wealth of information.
Knowledge
Base
Pointel

7. Text analytics applications are used to analyze text
from customer service interactions. Text analytics
applications mine data from text, helping
organizations extract value from a large number of
text-based customer interactions.
Text
Analytics
Pointel

8. A session initiation protocol (SIP) application is often
used in call centers in conjunction with Internet
Protocol (IP) technology. SIP determines the end
system to be used for the session, the communication
media and media parameters, and the called party's
desire to engage in the communication. Once these
are assured, SIP establishes call parameters at either
end of the communication, and handles call transfer
and termination. SIP allows customers and virtual call
center agents to connect with the call center from
anywhere in the world.
Session
Initiation
Protocol
Pointel

9. Email response management software automatically
handles emails according to user-defined rules. The
software is used by many call centers to manage
large volumes of email messages and can track and
record the status of each message and follow-up
message. It is also used to provide automated
responses to incoming emails based on similar email
responses from the past.
Email
Response
Management
Software Pointel

10. Computer telephony integration (CTI) is the use of
computers to manage telephone calls. Call center
agents using CTI applications receive a "screen pop"
on their computer screen when a customer calls in,
providing detailed information about the customer on
the line. CTI increases call center agent productivity
by eliminating the need for call center agents to look
up information when on a call.
Computer
Telephony
Integration
Pointel

11. Speech analytics applications are used to screen
customer interactions for the purpose of identifying
customer needs. Speech analytics have the potential
to detect cost savings and cost avoidance
opportunities, identify ideas for new and improved
products, pinpoint cross-sell/up-sell opportunities
and determine the effectiveness of marketing
campaigns. Speech analytics can also identify
competitive situations and the underlying reasons
why customers close their accounts.Speech
Analytics
Pointel

12. For more details,
Source: http://searchcrm.techtarget.com/feature/Call-center-
technologies-Top-10-buzzwords
Click here
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13. Who is POINTEL?
Pointel

14. GENESYS
Partner
Pointel
Who is POINTEL?

15. With over 90 employees and locations in the United States (New Jersey, Texas), India
(Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers.
The strength of our company is the technical capability of the entire team to take up
challenging projects and deliver them on time and on budget.
GENESYS
Partner
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 100 deployments for
Fortune 2000 companies.
Pointel
Who is POINTEL?

16. With over 90 employees and locations in the United States (New Jersey, Texas), India
(Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers.
The strength of our company is the technical capability of the entire team to take up
challenging projects and deliver them on time and on budget.
GENESYS
Partner
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 100 deployments for
Fortune 2000 companies.
Explore more
Pointel
Who is POINTEL?

17. With over 90 employees and locations in the United States (New Jersey, Texas), India
(Chennai) and Poland (Warsaw), we are well equipped to serve worldwide customers.
The strength of our company is the technical capability of the entire team to take up
challenging projects and deliver them on time and on budget.
GENESYS
Partner
ON TIME, ON BUDGET Pointel is a
leading Contact Center/CRM solutions
provider and integrator, specializing in
selling and implementing end-to-end
solutions. Pointel has successfully
completed over 100 deployments for
Fortune 2000 companies.
Explore more
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Pointel
Who is POINTEL?