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.

• Contact Centers: Brand Image on the Line
• Contact Center Knowledge Management
• A Headset is a Headset ...Or Is It?
• Understanding Simulation Modeling for the Contact Center
• Optimize Your Call Center Through Simulation
• Survey Reveals The Best & Worst Tools For Prescreening and Assessing New Call Center Agents
• Productivity Tools--A Little Technology Goes a Long Way
• Call Centers Stage Training
• DNC Compliance and Overseas Investment Lead Call Center Agenda
• Putting Data into Context
• How Call Centers Thrive Despite 'Do Not Call'
• The New Era in Call Centers
• The Death of Call Quality Monitoring ( 'Sporadic quality Monitoring').
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (2)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (3)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (4)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (5)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (6)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (7)
• Call Center Simulation Modeling: Methods, Challenges, And Opportunities (8)
• Using Simulation In Call Centers
• Using Simulation In Call Centers (2)
• Using Simulation In Call Centers (3)
• Using Simulation In Call Centers (4)
• Customer Contact Centers (Call Centers)
• Contact Center Technology
• Call Center Technology and Customer Loyalty
• Call Monitoring - Improving Agent Productivity
• Giving Eyesight to Call Centers
• VoIP Case Study: Call Centers Put on Speed Dial
• Call centers bracing for the tech-challenged
• Call Center Excels in Boosting the Bottom Line of Small Business
• The Ins and Outs of Outsourcing
• Agent Development 101
• Call Center Outsourcing Issues
• Call Center Best Practice Issues
• Monitoring Makeover
• Looking For Reasons To Record? Now There Are More Than Ever
• Call Centers Focus On Quality
• Call Center Monitoring
• Integration Relieves Call Center Hang-Ups
• Using Business-To-Business Predictive Modeling To Your Advantage
• The Challenge of Ongoing Agent Training in a Multi-Media Contact Center
• Five Employment Testing Mistakes To Avoid
• What You Don't Know About Your Applicants Can Really Hurt You!
• The Changing Role of the Contact Center Agent
• The Right Staff
• Call Center Customer Service and CRM Software
• When Disaster Strikes!
• Change Happens: Manage the Customer Lifecycle
• Three Ways to Prepare the Call Center for VoIP
• Innovative Call Center Design
• CRM Training - Graduating With Honors
• Managing Call Volume
• Architecting Speed to Market
• Linking the Call Center to the Field Force
• Offshoring Math 101
• The Customer Interaction Center Advantage (Part I)
• The Customer Interaction Center Advantage (Part II)
• Just Don't Ask If They're in PJs
• The Buzz in Call Center Tech
• Contact Center Reps Are People, Too
• Call Logging Solutions For the Call Center
• Monitoring the Pulse of Business
• Contact Centers To Help Companies Compete
• Prison Call Centers Put Squeeze on Service Sector
• Satisfaction Difficult For Financial Service Groups
• Hosting Hits Call Centers
• Call Centers Handle McDonald's Orders
• Best Practices for 311 Call Centers Begin with Understanding Processes
• Creative Customer Service Strategies
• Customer Service: Stop Sabotaging Your Customer Relationships
• The Ten Commandments of Customer Service
• How to Deliver Exceptional Customer Service
• Over Deliver - The Key to Customer Satisfaction
• Customer Service – the Real Estate Revolution
• Making Customer Satisfaction Surveys Work
• Customer Service - A lost Art?

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.