Industry standard call center technology

[Mark F]

I am new to the game of call center technology, but however need to get myself up to speed.

Can anyone give me some technologies that I should be looking at in order to get our call center to industry standard ? I've been looking at things like IVR, ACD, CTI, WFM, Speech recognition. Does anybody have any suggestions, advice, things to look into, or things I should rather avoid ?

Any advice is much appreciated.

[Genecist]

For CTI, I would recommend Alcatel's Genesys.

[CC_S1]

Mark,

Out of curiosity what is the current configuration of your call center ie- brand of PBX, Call Center, IVR etc? What are your primary means of communication ie - voice, email, webchat etc?

[dpzim]

That is a big question. There hundreds of call center technologies out there, i.e.
ACD, IVR (touchtone or speech), CTI,WFM, KPI packages, message boards, call logger, quality assurance system, etc...the list goes on and on.
I do not think there is any standard. You will obviously need the basics - an ACD, or dialer depending on the type of call center you have.
The technologies you have should suit your business and goals.

[gmejia]

I not that familiar with what is standard within the call center industry but I can tell you what my call centers are using, Nortel Networks Contact Center Manager 6. Right now we're looking into the Multimedia aspect of CCM, coupled with their CTI application. I am interested in finding what people are using for workforce management though.