In telephony, a device specifically designed for call center activities. An ACD supports peak traffic and integrates organizational management functions. It distributes incoming calls and aims at properly processing all incoming calls. It also includes monitoring functions.
Technology, services and human resources in charge of file & case management and follow up.
System for simultaneous processing of incoming and outgoing calls.
Technology enabling an Internet user to request call back on a phone line. Call back can be immediate or delayed.
Custom computer software for collecting surveys call data directly on the operator's workstation.
Custom computer software for collecting surveys call data directly on the operator's workstation.
CRM covers all aspects of a business aiming at winning and retaining customers. This term includes marketing operations management, sales tools, customer services, call centers and help desks.
Using phone calls to cross sell to existing customers.
CTI enables simultaneous display of data (customer records and conversation scripts) and call presentation on the operator's screen.
All customer-related services involving significant logistics (packaging, routing, ...), from mail or fax reception to order processing. It does not include communication (phone, email or chat).
Technical Support via a telephone service.
Incoming calls.
Outgoing calls.
A private telephone exchange system
System automatically adjusts dialing rate to optimize call distribution to telephone operators. This system boosts agent utilization in call centers (only successful calls are transferred).
Telephone equipment connected to a database and enabling access to information during a call (using DTMF signaling).
Relational Data Base Management System
