SITEMAP - Call Center Technology

This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products. Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments. The following is a demonstration and description of our call center and communications products.

• What Is A Call Center?
• Definition of a Virtual Call Center
• Call Center Glossary Of Terms
• Glossary Terms Beginning - A
• Glossary Terms Beginning - B-C
• Glossary Terms Beginning - D-H
• Glossary Terms Beginning - I-M
• Glossary Terms Beginning - N-R
• Glossary Terms Beginning - S-V
• Glossary Terms Beginning - W-Z
• Contact Center Best Performers and Best Practices
• Why Telecommuting Makes Sense for Call Centers
• Call center refines work-at-home model for employees
• A Primer On Call Center Staffing Methods
• How the Right Headset Affects Call Center Productivity and the Bottom Line
• A Call Center in your Enterprise
• Successful Offshore Call Center Outsourcing
• Balance benefits, risks before outsourcing your call center to offshore provider
• Not Your Father's Call Center
• Reengineering Call Centers for the Year 2000 - Principles and Processes
• Call Center Statistics
• Spending How much is spent on centers, and the rates of growth.
• Technology Penetration How large is the market for IVR, CTI, etc.?
• Human Resources Issues Info about training, turnover and more.
• Industry Size How large is the market for Product X?
• Miscellany Statistics that didn't seem to fit anywhere else.
• Best Practices--FedEx: An Overnight Success Story
• Benefits of Inbound Call Center Outsourcing
• Survey Suggests That Allowing Agents To Work From Home Is A Successful Strategy For Call Centers
• 7 Tips for Winning Customer Appreciation & Loyalty
• To Survey Or Not To Survey
• Top Ten Strategies for Delivering 5-Star Customer Service
• It's All About The Customers, Baby
• Customer Service: Tips for Curing Bad Customer Service
• Customer Loyalty: What's Love Got To Do With It?
• Call Center Spending: More on People Than Technology
• Scottsdale call center aids lots of GIs in Iraq
• Online B2B Payments
• Marketing’s Secret Weapon…
• Optimizing Customer Experiences: Bridging Front-Office Contact Centers and Back-Office Departments
• Creating an All-Star Contact Center Team: Your Customers are the Coach
• Is Your Customer Part of Your Benchmark Process?
• A New Approach to Contact Center Optimization
• 3 Steps To: Contact Center Bliss
• An Analytical Approach to Workforce Management
• How Do You Spell Relief? W-E-B S-E-L-F S-E-R-V-I-C-E
• Three ways good service pays
• Do your Customers Help Drive Service?
• The Future of Offshore Outsourcing
• Now is the Time for Converged IP Contact Centers: Take the IP Contact Center Quiz
• Monitoring Your Agents, But Not Your Self-Service Applications? Think Again
• The Multi-Channel Service Revolution - From Call Centre To Profit Center
• Multichannel Customer Service Done Right
• Beyond the Phone: Benefits of the Integrated Contact Center
• Outsourcing Customer Technical Support - Successfully
• Listening to Customers is Important; Acting on the Information is Critical to Business Success
• Building a Business Case for Contact Center IT Investment
• Building a Business Case for Contact Center IT Investment (2)
• Building a Business Case for Contact Center IT Investment (3)
• Building a Business Case for Contact Center IT Investment (4)
• Building a Business Case for Contact Center IT Investment (5)
• Building a Business Case for Contact Center IT Investment (6)
• Building a Business Case for Contact Center IT Investment (7)
• Building a Business Case for Contact Center IT Investment (8)
• Building a Business Case for Contact Center IT Investment (9)
• Contact Centers Investing More in Self-Service
• Agent-level Customer Feedback and the Impact on First Contact Resolution
• Agent-level Customer Feedback... (2)
• Agent-level Customer Feedback... (3)
• Agent-level Customer Feedback... (4)
• Agent-level Customer Feedback... (5)

CRM Call Center Software

Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades. TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.

Call Center Phone System

The PACER is a call center phone system that handles inbound and outbound calls for a wide range of contact centers. Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to your service agents. The PACER includes ACD and IVR components, plus call recording capability. Using industry standard components, the PACER phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And the PACER has predictive dialing capability that cannot be found in most of these larger phone systems. The PACER phone system can connect calls to your employees working at home or in a local or remote office. The PACER communicates with applications written on Unix, Linux, or PC servers over a LAN. For a complete product presentation, download our PACER demo.