Technological advances are changing the boundaries of the traditional call center into a newer concept termed the “contact center.” This new approach consolidates of all the different ways organizations interact with customers, whether by phone, e-mail, via your website, or even instant messaging, chat or social networking.
In a contact center environment, companies use one or more of these components to interact with their customers:
- Telephone (customers call in or representatives call out)
- Web (customers visit the website and then press an icon that connects them to a representative or allows them to key in a phone number for a return call)
- E-mail (customer’s request information via e-mail)
- Chat or instant messaging (customers can open a chat window with an representative)
- Integration with customer database or customer-relationship management software (representatives can see customer history as they’re talking)
However your organization deals with inbound or outbound calling, or both, office technology is bringing down the cost of overall call-center operations while increasing your capabilities.
With a suite of contact center technologies, you can put together an integrated communication system that gives your representatives enough information to be problem-solvers rather than just order-takers.
Conferencing and Collaboration
Through the use of a conferencing bridge appliance, your organization can connect via the LAN and enable audio and web conferencing, instant messaging and document sharing to facilitate communication and collaboration among dispersed work groups. Users can schedule “one-time or recurring” conferences and take advantage of text messaging and document sharing, while they converse using a telephone extension or soft-phone.