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DSC Tech Library
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 article relates to call center technology or customer service best practices and techniques.
Glossary of Terms
Database Systems Corp. has published a list of terms and phrases used frequently throughout our website and within the Call Center industry.
These terms and phrases were collected from various websites in our industry.
Terms are broken down into alphabetical categories listed below:
[A
] [ B-C ] [ D-H
] [ I-M ] [ N-R
] [ S-V ] [ W-Z
]
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.
Complete Systems
Database Systems Corp. offers an affordable and expandable call center phone system with voice broadcasting (VB).
Using analog lines, this phone system is ideally suited for an entry level call center.
Our 4 line auto dialing includes voice message broadcast software or comes optionally with our comprehensive software development toolkit.
You can develop your own application or we can provide you with a custom program. This application can be easily ported to our digital T1 phone system (PACER) when your call center volume requires a larger system.
This entry level system can be easily expanded by adding agent lines and software to support a small call center operation including complete CRM applications and predictive dialing solutions.
DSC provides voice broadcast software including our VB wizard development tool for creating voice broadcasting applications. This wizard guides you through each step when defining your VB applications. Informational phone applications can be developed quickly. Simply record your phone prompts and fill in the blanks.
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