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DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center hosting and technology including 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 article presents product or service information relating to call centers and customer service help desks.
Hosting Hits Call Centers
The following is an extract from the article "Hosting Hits Call Centers" written by David Myron from CRM Magazine:
"The ASP industry is at it again. Except that this time application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer telephony service provider market, otherwise known as the hosted contact center market.
The success of hosted customer service providers like RightNow Technologies has piqued the interest of both on-demand CRM vendors like Salesforce.com and traditional licensed software vendors like Siebel Systems.
Siebel wasted no time in becoming a first mover with its acquisition of Ineto Services, a hosted telephony company. The acquisition enables Siebel to tie hosted call center telephony services, such as integrated voice, Web, chat, and email capabilities, into its hosted CRM applications, removing the costly burden of call center computer telephony integration (CTI) implementations.
"The Ineto acquisition is incredibly strategic for us in that it's game-changing," says Ken Rudin, vice president and general manager of Siebel OnDemand. "Now we can build world class call centers integrated with CRM."
Although the Ineto acquisition was small in size--Ineto had only 15 employees--it was big in stature, and it
didn't take long before others followed suit.
Echopass, for example, announced the integration of its hosted call center solution, TeleCenter, into Salesforce.com's Enterprise Edition. Additionally, Genesys Telecommunications Labs recently partnered with hosted call center company White Pajama and Salesforce.com. The arrangement presents Genesys' call center hardware and software in a hosted delivery model (provided by White Pajama, an Ineto competitor) and links into Salesforce.com's Enterprise Edition for customer reporting purposes.
For those organizations that have already bought into the hosted model, a hosted call center solution especially makes sense. A hosted call center solution enables organizations to save on costly call center hardware and software, such as automatic call distributors, CTI, and interactive voice response systems. These costs can add up, especially considering that some companies may have to shell out $1 million on the technology, implementation, configuration, and ongoing management--and that does not include the integration with CRM and analytical systems......."
To review the entire article, visit www.destinationcrm.com or
contact Senior Editor David Myron at dmyron@destinationCRM.com
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.
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