hardware and software technology

[anitadogara]

what are the software and hardware technologies in the call centre industry

[dpzim]

I will sum it up for you.....There are hundreds of them out there, one thing the call center inductry is not short on is technology.

1 - Calls come in to a phone switch - PBX, ACD, this phone switch can be PSTN - regular phone line or VoIP - Voice Over IP.
2 - Calls are first answer by an IVR, type package - giving customers options to select from, like when you call your bank
3- Calls are then routed to agents thru the ACD - Automatic Call Distributer
4 - The rep will get a screen pop - if the company has one, the screen pop will pull the customers information in front of the rep,to speed up the process, if the customers info is avail
5-The rep handles the call on some kind of CRM - Customer Relation Management Software. This has all the customer data and history or they can create a new customer, etc....basically takes all the customer's info for future needs and records
6- At the same time the call is being monitored or recorded, by either a live person or recorded for future evaluations
7 - Then you have the ACD reporting packages....for running call reports
8 - You have the WFM - workforce management system - for forecasting volumes of calls and staff requirements.

These are the major ones, I may have missed something but this sums it up. There are different technologies for all these application, some simple some very complicated. Hope this helps