contact center solution
DESCRIPTION
TRANSCRIPT
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Mithilesh Kumar [email protected] Part - 1
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A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed
Collective handling of multiple communication mode at one location is known as a contact centre.
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To interact with customer To provide services To provide supports To make sales To make business relations To hear customer concerns Ex: Customer Enquiry Company
Contact Center Agent answer the enquiry Customer Satisfaction
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Layout/Flow Agent Workstation Size & Accessories Electrical Information Space Maximization Other Call Center Areas Ergonomics Furniture Lifecycle Costs
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Data Network Voice Network Contact Center Applications Client/Server Machines Software Operating Systems/Applications
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LAN Card on Client/Server Machine Layer-2 Switches Layer-3 Routers High speed bandwidth
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PSTN/VoIP connectivity PSTN/IP Audio/Video Telephones Digital/IP-PBX/ VoIP Gateways/ Servers PSTN/ IP based Toll Free number
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Dialer IVR (Interactive Voice Response) ACD (Automatic call distribution) CTI (Computer Telephony Integration) Call Logger Call Center Management Software Reporting
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Agent Computers Application specific Server Machines
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Client Operating System for Agent Server Operating System for Applications Licenses DHCP/DNS/Directory/Mail Servers CRM/Database
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Letter Fax SMS Audio Call Video Call E-Mail Web Chat / IM (Instant Messaging) Social Media
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Data Network Vendor Voice/Data Service Provider Vendor Contact Center suit vendor CRM/Database/Mail/Directory Vendor Client/Server Hardware Vendor
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Features on L2/L3 Switches/Routers Scalability/Performance Vendor Interoperability Services and Supports Competitive Advantage
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PSTN/IP Toll Free Number Bandwidth Speed/Quality Capacity support for PSTN and Bandwidth Public IP Pool Bandwidth Usage Report Call Details Records / Bills
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Thank You