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Call Center Services

Call center services have many classifications and differ depending on what you need and what are your business requirements. Capabilities of modern call center software, especially cloud solutions, allow you to handle all customer interactions and communication in one tool without purchasing dozens of unnecessary instruments and software pieces.

First of all, call center services differ depending on what kind of call center we are talking about – whether it is an inbound or outbound call center, or a blended call center that contains capabilities of both solutions.

Inbound call center services include

IVR (Interactive Voice Response) system for self-servicing and call routing
ACD( Automatic Call Distribution) system for advanced call routing
Third-party software integration (including CRM and help desk sofware)
Call monitoring in three modes – whispering,hidden, and barging-in
Call recording
Live dashboards with deep insights and analytics
Intelligent call routing system with various routing modes
Call scripting editor
Call queue management tools
Integration of non-phone communication channels, such as email, web chat, etc.
Workforce management tools

Outbound call center service include

Automated calling service (pre-recorded messages sent as calls)
Auto dialers, including Predictive, Power, and Preview dialing modes
Customizable redialing rules for unsuccessful calls
Dashboards with insights
Multiple cold calling campaigns setting and running
Identification of invalid phone numbers, such as answering machines

Call center financial services

Posted on March 15, 2016 by CallPhoneInfo

The financial services industry has seen considerable change through mergers and acquisitions. A smaller number of much larger groups are generating significant international competition. Deregulation and globalization will continue to Continue Reading →

Posted in Call Center Services

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VoIP (voice over Internet protocol) is a technology for transmitting media data in real time using the TCP/IP family of protocols. In other words, it is a technology that allows you to perform phone calls via the Internet by using your PC. IP telephony is a communication system in which an analog audio signal of a subscriber is sampled (encoded into digital form), compressed, and sent via digital communication channels to receiver, where the reverse operation is performed - decompression, decoding, and reproduction of the analog signal.

A call-center is a division of a company or a separate organization that provides services for handling incoming and outgoing customer calls. In fact, it is a link in the sales funnel, which provides feedback to the customer of the brand's products. In addition, an extended version of the call center also includes services for conducting social surveys, various polls, promotions, and customer support.

Customer Relationship Management (CRM) is a term that includes two meanings. First of all, it is about all processes regarding managing, storing, collecting, and updating customer information about all interactions with your company, customer persona, personal data, preferences, feedback reviews, and so on. The second and the most popular meaning is about CRM systems - specific software that is used to collect and store customer data and use it for further customer interactions.

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