Contact Center Telephony Services
Internet-based communication technology is no longer a new term for businesses. Talking about decades ago, TDM and ACD (Automatic Call Distribution) were came into existence. These days also they are struggling to match with communication technology advances. Automatic call distribution is not considered as a core component of contact center as it is very expensive as well as difficult to manage in a distributed enterprise environment. Looking over these reasons, topmost brands and giant businesses are shifting away from traditional call center technology to adopt the advanced and comprehensive Contact Center approach. Contact center is the wide term embracing all types of customer communication across various mediums. It is the computer based system for call and contact routing with specialized answering agents as well as real-time contact management system.
What contact center telephony services feature?
This is one of the important feature for managing call queues as well as set estimated call limits in a seamless manner. Through these phone solutions, you can customize queue prompts and its call routing can help you manage the calls even on the go.
Sometimes content center becomes overburdened due to unlimited calls. This creates queue and resultantly your customers have to wait. Using this feature, you can track important calls as well as connect those calls to the concerned extension within least time.
You can track your agents and check their log-in and log-out time. Also, call agents can easily log-in and log-out of call queues.
Skill Based Routing
Transferring calls to expert professionals is necessary. Managers can easily transfer calls to expert agents so as to boost revenue and productivity. For this, you can use the prioritization layer offered by these contact center telephony services.
Along with call routing and handling, these communication solutions let you transfer calls to logged-in agents only so as to reduce the waiting time and give instant assistance to the caller.
Check Agent Performance
It is necessary to evaluate the agent performance timely. For this, you can use the tool offered by these services to listen how they deal with customers and examine their overall performance. Through this, you can find the bright agents of your call center as well as provide training to the required candidates.
Check & Queue Reporting
Using the tools of contact center, you can also evaluate the performance metrics, call patterns and queue parameters. This can help you in tracking your business ROI.
It is one of the essential features that lets you listen to the recorded calls. With this, you can evaluate the quality of calls so as to give training to the staff for perfection.
Contact center telephony is the platform where you have various tools for making your inside and outside communication easier and instant. This Internet based communication is the best tool for expanding the communication capabilities of your organization along with accessing the common telephony features like call parking, conferencing, announcements, etc. So, make use of this system to perform business processes easily and effectively.
About the Author
Fonebell Communications Pvt. Ltd. is an India based Communication Company offers affordable contact center telephony
, Call Center Services in India, Conferencing Services, Call management services and more.
Submitted on: 2014-09-15 03:54:21