Our company is thinking about using a dialer to make welcome calls to our new customers. Do we need permission from the customers to do that?
Tag Archives | Technology
What is voice biometrics and how can it be applied in the contact center?
We keep hearing about this concept called the Internet of Things. What does it mean and what is the impact on customer service?
What are visual IVR applications and why should they be considered as part of our customer self service portfolio?
Could you explain what VDI is and why IT keeps telling us that we should implement this technology in our contact center?
What are the requirements for building an effective financial analysis to obtain approval for a contact center technology investment?
Suite Versus Best-of-Breed: Is Less Really More?
We are looking to acquire a new dialer to support a blended inbound/outbound environment. What are some of the more important features and functionality that we should be looking for when selecting a new dialer?
Learn about new contact center and back office technology for 2013.
We are seriously thinking about buying a cloud-based ACD. If we do, how can we mitigate risks and ensure that we maintain our operating standards?
Mobility May Shake up the Service World
We’re migrating our on-site TDM ACD to a virtual contact center provided by a network service provider. What are some guidelines to help us do this right?
Presence Is Accounted For
Is Unified Communications the Next Disruptive Customer Service Technology? Is Unified Communications the Next Disruptive Customer Service Technology? 11/11/2009 By Donna Fluss SupportIndustry.com Printer Friendly Format View this document on the publisher’s website. Every once in a while a technology or application emerges that has the potential to disrupt the status quo. The Internet is […]
Emerging contact center technology trends
Open Source Solutions for Contact Centers
What is your opinion of open source software in the call center? How can a large call center with multiple locations benefit from this sort of model? We are considering it but have some concerns about data security, and we aren't too familiar with many of the vendors.
Is it a good idea to deploy auto-answer/auto-response technology in the call center? How often does this technology misinterpret customer inquiries? We are concerned with whether or not the technology will alienate our customers.
Top 10 call center technology must-haves
What call center technology is best for home-based or remote call center agents?
What's your opinion about Siebel or SAP for real-time analytics? Which is a better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?
Is there a way to identify which CRM software the Fortune 500 companies are using for their call centers?
I am looking for system integrators that provide call center software solutions, with a focus on outbound solutions. I have come up with a list that includes large players such as EDS, Accenture and CSC, and a couple of smaller ones like Dimension Data, Sykes and Indus. Can you tell me if I am missing […]
re Nuance and Speechworks currently the most widely used voice recognition technologies?