Advancements in Call Centre Technology: Speech Recognition Software and More

Call centre technology is subject to improvements and developments. Some of these technologies include speech recognition software to allow computers to deal with very first level of customer assistance, text mining and natural language processing to enable much better customer handling, representative training by automatic mining of finest practices from past interactions, assistance automation and lots of other innovations to enhance representative performance and customer fulfillment. [1] Automatic lead choice or lead steering is also planned to improve performances, [2] both for inbound and outbound campaigns, where incoming calls are meant to rapidly land with the appropriate agent to handle the job, whilst decreasing wait times and long lists of unimportant alternatives for individuals contacting, as well as for outgoing calls, where lead selection allows management to designate what kind of leads go to which representative based upon elements including ability, socioeconomic factors and previous efficiency and percentage possibility of closing a sale per lead.

Premise-based Call Centre Innovation Historically, call centres have actually beenbuilt on PBX devices that is owned and hosted by the call centre operator.

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The PBX might provide functions such as Automatic Call Distribution, Interactive Voice Response, and skills-based routing. The call centre operator would be responsible for the maintenance of the equipment and necessary software upgrades as released by the vendor. Virtual Call Centre Technology[3] With the advent of the Software as a service technology delivery model, the virtual call centre has emerged. In a virtual call centre model, the call centres operator does not own, operate or host the equipment that the call centre runs on.

Instead, they subscribe to a service for a monthly or annual fee with a service provider that hosts the call centre telephony equipment in their own data centre. Such a vendor may host many call centres on their equipment. Agents connect to the vendor's equipment through traditional PSTNtelephone lines, or over Voice over IP. Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premise. The vendor's telephony equipment then connects the calls to the call centre operator's agents. Virtual Call Centre Technology allows people to work from home, instead of in a traditional, centralised, call centre location, which increasingly allows people with physical or other disabilities that prevent them from leaving the house, to work.[4]

A predictive dialing system running out of phone numbers.
Cloud Computing for Call Centres Cloud computing for call centres extends cloud computing to Software as a service, or hosted, on-demand call centres by providing application programming interfaces (APIs) on the call centre cloud computing platform that allow call centre functionality to be integrated with cloud-based Customer relationship management, such asSalesforce.com or Oracle CRM and leads management and other applications. The APIs typically provide programmatic access to two key groups of features in the call centre platform: Computer Telephony Integration (CTI) APIs provide developers with access to basic telephony controls and sophisticated call handling on the call centre platform from a separate application. Configuration APIs provide programmatic control of administrative functions of the call centre platform which are typically accessed by a human administrator through a Graphical User Interface (GUI).

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