A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services.
A contact center is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise’s overall customer relationship management (CRM).
A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.
Voice over Internet Protocol (VoIP), or more specifically IP-based telephony, is quickly becoming the technology of choice in contact centers as companies replace their aging time-division multiplexing (TDM)-based systems with IP-based systems.
This makes perfect sense. IP-based technology allows organizations to easily route multiple-channel interactions (voice, e-mail and Web) across multiple locations, so employees can handle calls more efficiently, problems can be resolved quicker, and customers can have a better overall experience. The customer experience, in fact, is entirely consistent regardless of how initial contact was made (Web, phone, self-service, etc.).
The WorldfoneCC solution from South Telecom allows your contact center to take a highly personalized, all-in-one approach to customer care. WorldfoneCC’s suite of integrated contact center applications brings together interaction processes and customer service best practices.
South Telecom offers the choice of a complete on-premise solution, a cloud-based solution at a fixed monthly cost — or a managed service where we do it all. You can even seamlessly migrate your cloud-based solution to your own site at any time without incurring downtime or losing your applications.
|A sample IP Call Center|
For more details about IP Call Center/Contact Center WorldfoneCC, please contact us.
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