"Computer Telephony Integration" Essays and Research Papers

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Computer Telephony Integration

brought along EUIS and software is playing a major role in the integration of the help desk as it moves toward the future. The help desk is a service that uses a live agent to respond to calls from end users who have problems using software or a hardware device. Help Desk agents respond to an end user’s question in real time. There is a high volume of calls entering the help desk on a daily. Call center technology, computer telephony integration, interactive voice response, and web-enabled support are...

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Technology Used in Call Center

processed as quickly as possible, resulting in good levels of service. These include ; • ACW (After call work) • ACD (automatic call distribution) - In telephony, an Automatic Call Distributor (ACD) is a device that distributes incoming calls to a specific group of terminals that agents use. It is often part of a computer telephony integration system. • Agent performance analytics • Automated surveys -are used to gain customer feedback through the internet and via the telephone. Automated...

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Week 1 lab

15 15 15 Connectivity to current Avaya PBX 15 15 15 12 0 8 Multimedia Support (40%) Email 5 5 5 5 5 5 Chat 5 5 5 5 0 0 Voice Mail 5 3 3 3 3 5 IVR 5 4 3 4 3 5 Outbound dial 5 4 5 5 2 0 CTI integration 5 3 5 0 0 5 URL Browsing 5 5 5 5 5 0 CRM support 5 5 5 5 5 5 Cost (20%) Total Cost 20 15 15 15 15 15 Total Points 100 89 91 84 63 73 . Your selection is: GENESYS. 2) Evaluating RFPs is a subjective...

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Cal Centre

centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stacan be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI). A contact centre, also known as customer...

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Burning Topics

agents, with work stations that include a computer for each agent, a telephone set/headset connected to atelecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes,microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI). ------------------------------------------------- ...

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Aramex

It did not support least-cost routing, advanced forwarding and followme features, mobility or IP telephony. The system was also used as a basic call center: it supplied very little in terms of skill-based routing, intelligent routing and advanced reporting. Additionally, the system did not support IP telephony, which limited Aramex’s ability to deploy advanced applications (such as CTI integration) or centrally manage and deploy its system. The Aramex call center handles an average of 4,000 calls...

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Call Center and Job

agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI). A contact centre, also known as...

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Course Outline

training premises. Strictly E.O.P. (English Only Policy). 2. GEBO issued official ID’s must be worn by all trainees and personnel, upon entering and while inside the training center premises. 3. Trainees are not allowed to have access to the Computer Laboratory (CL), unless authorized. 4. Smoking is not allowed inside the training center area. 5. Bringing of alcoholic drinks, illegal substances or any incriminating materials/objects is not allowed in the training center. 6. Food is...

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Call Centre Management Assignment

CHALLANGES Technology advances in telecommunications industry like network capacity,quality and lower costs of domestic as well as international traffic have profound impact on call center industry also automatic call distributors and computer telephony integration technology has grown cheaper and reliable. these enabled companies to contract their call centre operations to third-party firms. Implications of these technologies. Multi-site Operations most large companies opt for a multi site structure...

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Telecommunications Structure of My Workplace

Melita Predictive Dialer, worth at about half a million dollars. This system is used for our collections call center, it has a five to one connect ensure that there are flows of calls coming in to the collecting agents. It also uses Computer Integrated Telephony (CTI) between agent and dialer, it continuously looks at the status of ACD group and every 20 minutes it recalculates its algorithms so that it knows when to dial. At the other building where our NOC resides is a Prologics Switch (child...

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