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Automatic Call Distributor (ACD)

Posted on March 15, 2015 by CallPhoneInfo

Automatic call distributor handles all incoming calls and transfers it to a specific group of terminals. If the number of active calls is less than the number of terminals, the Continue Reading →

Posted in Call Center Software
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CRM Software – Customer Relationship Management

Posted on March 2, 2015 by CallPhoneInfo

For successful business relationships customer service is vital. The presentation of accurate and timely information in a professional manner is the key to any business and service operation. The basic Continue Reading →

Posted in CRM
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IVR – VRU

Posted on February 16, 2015 by CallPhoneInfo

IVR can be expressed as interactive voice response, a telephony technology in which someone uses a touch-tone telephone to interact with a database to acquire information from or enter data Continue Reading →

Posted in Call Center Software

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Recent Posts

  • How AI is Improving First Call Resolution Rates in Contact Centers
  • Top 10 Benefits of Implementing CRM in Your Call Center
  • IVR and ACD Integration: Enhancing Customer Experience and Operational Efficiency
  • The Future of Voice Assistants: How Voice Robots are Changing the Way We Interact
  • Optimizing IVR Menus with AI: Strategies for Better Call Handling

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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