Contact Center Software

This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products. DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.

The following article presents product or service information relating to contact centers and customer service help desks.

• Reduce calls waiting by X% for a set of skill groups.
  
  
• Deliver key performance indicators (KPIs) to agents in near real-time (i.e., less than three seconds) showing performance over the last day, week, month, etc.
  
  
• Improve scheduling accuracy by Y% by checking actual staff performance against plan in real time.
  
  
• Reduce dropped calls to less than 1% by assessing IVR health in real-time and rerouting calls as necessary.

BUSINESS CASE TIP #4

People, process, and then technology.

We have all heard of IT projects that were pronounced a technology success at the start but that later floundered because they were never accepted by the people who would ultimately use the system. We have also heard of projects that have failed because the processes they imposed were too onerous or did not accomplish their intended goals, and thus were circumvented by informal manual processes.

This anecdotal evidence provides an important reminder as you set about building a business case for your contact center IT project. Always start with a thorough understanding of the people and their roles in the day-today operation of the business. Next, make sure you understand the processes they carry out on a daily basis, including diagramming those processes if necessary. Finally, consider the technology, always keeping in mind that if a project’s technology doesn’t fit the people and processes, it will never succeed.

BUSINESS CASE TIP #5

Challenge what “everybody knows.”

When building the business case for your plan, it’s important to challenge what “everybody knows” with regard to the underlying issues the project is intended to address. Such catch phrases as “we have always done it that way,” “that would be too expensive,” and “we rejected that idea a long time ago” are usually good indicators of this mindset.

For instance, there are many contact center industry measures and processes that have become institutionalized over the years - e.g., measures of Calls Waiting, Average Speed of Answer (ASA), Service Level, etc. There is no question that when viewed in real-time, many of these can be valuable measures of customer satisfaction at certain organizations. Nevertheless, it’s important to ask, “What are the most valid indicators of customer satisfaction at our organization?” For instance, a logical follow-on question might be, “Would a customer be willing to wait awhile longer if he or she received exactly the right answer when speaking to an agent?” The answer to this question and others like it may surprise you and lead your IT project’s business case in a new and more meaningful direction.

CRM Contact 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.