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Harris Dobbins

If you've been following our technical advice, you know the route points in the ShoreTel IPBX IRN has a matching in the contact center. If you want to route a call to a different destination based on the date and time a call comes into the contact center, how and where the program is implemented? Technicians familiar with the ease of creating programs in the ShoreTel IPBX, you can immediately implement a schedule to a waypoint. After all, every call to the contact center hits first waypoint, why not apply the OnHours / OffHours handling calls directly to the point of the route?

At the end of the day, contact centers are designed to provide management with detailed information to facilitate staffing, resource allocation, reduced call waiting time and customer satisfaction. Frankly, this Report! My personal bias is that contact centers should be designed based on reports! What the administration wants to see? To find out how many are called hitting the contact center after hours, for example, we can not apply the schedules of waypoints. If programming applied to the route point forwards the call to voicemail, the call will not appear in the total calls presented to the Contact Center.

If you want the call to be counted, they really should go into the contact center! For this reason, most implementations are deployed with auto attendant functionality defined in the Contact Center. In this way we can accumulate the accounting information of calls that hit the contact center, regardless of what they are ultimately defeated. The company ShoreTel has a very powerful configuration capabilities with respect to the definition of schedules. The hours are defined as "day types" and "change." At first, this concept is a little difficult to digest, but once you play with it you will realize how powerful and the impact of this strategy can setup call flow in general contact center.

The installation of working time allows you to define a type of day and then moves associated with that type of day. Normal hours of ShoreTel works in a binary-In hours out of hours call handling model. What if you want to build a call flow that has to have calls routed differently between specific times of day. For example, 12 am-8 pm, we want incoming calls to be sent to the Coast Guard Station. Between 8 and 12 noon we want a direct answer about the reception desk. Between noon and 13:00 calls need to be sent to an external service to respond, and between 13:00 and 5 pm they need to be sent back to the reception. Now any technician who has been working with ShoreTel IPBX for any period of time has developed several strategies for handling this call flow often necessary. The overall strategy is cascaded search groups in combination with working groups to achieve the desired result.

The installation of working time in the Contact Center to manage this complexity with ease. You could define a type of day (weekday, that is) and define the various shifts that make up that day. In the example above, the ticking of the clock transition through the various "changes" that results in a different destination, based on time of day. This is an advantage in a call center environment and much less demanding to manage the hunt group strategy in cascade. Contact the Center call flow is often controlled in a time of day, day of week and holiday bases at a level of sophistication that goes far beyond the in-hour after hours approach call handling. The Company Working Times ShoreTel setup is a power strategy for achieving maximum call routing control.

DrVoIP is a full service VoIP and ShoreTel IP PBX installation, support and training telephony company. We also offer many free services to support the VoIP community to allow entrepreneurs to make vital decisions when it comes to installation and support of VoIP telephone systems. DrVoIP represents a team of Cisco, ShoreTel and Microsoft certified engineers led by a recognized leader in the industry with 40 years of experience in telecommunications.

Artical source:-http://zilvis655.edublogs.org/2011/12/30/shoretel-enterprise-contact-center-call-routing-based-on-schedules/

Harris Dobbins

Call center technology has changed dramatically in recent years. Gone are the days of long queues, calls transferred to the wrong department and the difficulty in transmitting information. Today's call centers are customer service machines with high levels of customer satisfaction and call handling capacity much higher. Why has there been a change in recent years? The answer is because the introduction of IVR software, or software, interactive voice response.

IVR software used in call centers around the world. The power companies, telephone companies, Internet service providers and insurance companies are just some of the types of organizations that use this type of software. Any organization that operates a call center, in fact, use the IVR software of some sort. It is a very powerful tool that can provide a range of features. You can operate a call forwarding service which means calls are routed directly to the appropriate department without the possibility of human error. Secondly which operates the voice recognition software as well. This means that users can communicate with the system without having to speak to an operator. At a minimum, this means that information can be easily provided by the caller to the operator can have on hand when they receive the call. In some cases, however, this may even mean a human operator is not required to deal with a query.

If an organization can provide customer support without the need for a live operator, you can save huge amounts of money. This is a popular reason for using IVR technology, in fact, the whole world. IVR software offers many other features as well. These include audio and dialogue management as well. Another useful feature is IVR software that often includes the presentation of data. Access to data such as average call duration and when the most intense moments are in the call center can allow further streamlining to take place. During periods of much more personal can provide, the need for quieter times unless they are present.

The IVR software functionality and benefits offered to a call center have been used in almost all call centers worldwide. No doubt everyone has dealt with an IVR system at some time during the last years. Calls made to query a bill, place an order by phone or track something that has already paid possibly including IVR software. In the past this type of system simply was not available. Previously, although it may have been some kind of telephone system in place, of course, was the high level software technology that is today.

In 2000, universal software editor of VoiceXML, which was introduced for the first time, provide a universal platform on which to build IVR software. The programming language is written VoiceXML standard which means that any programmer or software developer can learn and apply. Previously, if a call center wanted to use some kind of phone technology to help route calls or provide automatic responses, which should receive a single software vendor that would use their own software. This meant that only particular vendor could work with the software that leads to high costs and a software solution very inflexible. After VoiceXML editor was introduced in the market, both large and small businesses may start to use IVR systems. Technical support may come from someone who knew the language. This reduced costs and improve the whole system dramatically.

Now, organizations and call centers everywhere have some form of IVR system in place. The software used to create these systems has been further developed so that has never been so high. Call center staff can use IVR systems and can easily handle calls from customers in a very efficient manner. Receiving customer data automatically also greatly improving efficiency throughout.

call center technology has come leaps and bounds in recent years. Even the hum of an automated voice is now outdated having been replaced by something more realistic and colloquial. IVR solutions have been key to this change. IVR services being improved and developed so no doubt there will be even bigger changes in call center technology in the coming years.

Sarah writes articles for the coast Vicorp, a provider of automated technology call center. The range of services FTI can help the call center productivity and speed that customers get the right agent. Vicorp visit to see the range of IVR solutions and different services.

Artical source:-http://zilvis655.edublogs.org/2011/12/21/how-has-call-centre-technology-changed/

Harris Dobbins

There are plenty of office space options in real estate business in the Philippines, but the finest are in the city of Makati. The central business district provides the main property of the companies that want to establish a call center serving everything from customer service to technical support. Some areas also offer a space adjacent to the industry, but there are many reasons why you can still find an office in Makati is the best place to be.

The call centers are outsourced to the Philippines during the last ten years, and were usually located in Makati. During the last decade, became a major source of employment in the country. It's part of business process outsourcing industry, which generated $ 150 billion in 2007 and is expected to generate even more. There are many destinations in the contact center here, especially Ortigas and Quezon City. However, it is quite clear that the industry still prefers Makati office, as there are 308 call centers in the city.

An office in Makati offers several advantages for any contact center. Chief among them is the availability of existing infrastructure. Most commercial office buildings in the area of the city are equipped with features for easy installation of the latest technology these contact centers need to facilitate their business. This includes high speed Internet and VoIP integration. Many of the top Makati office buildings such as the Tower PBCom, sufficient space to accommodate these businesses. There are those who build their own buildings to facilitate their own needs.

There is adequate support for any company that decides to invest in the country. Because the call center industry is one of the fastest growing sectors in the economy, the government has created a lot of incentives to attract more investors in the business. The Economic Zone Authority of the Philippines, for example, offers tax incentives and tax exemptions for contact centers, especially when located in PEZA accredited buildings Makati office space.

Better investment than a call center is in its own people, and not without good Makati. In fact, many employees believe that working in an office in Makati, as the ultimate goal. This can be a guarantee for these companies that are getting the best workers, those who can speak English language fluently. This is a need to be adequately met in an office in Makati, the Philippine educational system requires the teaching of English as a second language. This is especially useful for companies whose main activity is to connect with clients and correctly explain the many details in English. Because many of the best employees prefer to seek work in the city, remains a good option for companies that deal with customer service or technical support outsourced.

There are many advantages of an office in Makati. It can only call centers to save money through possible tax incentives, but also get some of the best English speaking employees in the world, an asset that a contact center in Makati for office can not afford to ignore.

Makati office space will not only help contact centers, but also a number of companies outside the premises other. For a full list of these units can get office space, check out OfficeSpaceMakati.com now.

Artical source:-http://zilvis712.over-blog.com/article-makati-office-space-for-call-centers-89584038.html

Harris Dobbins

Harris Dobbins

Companies must choose to disconnect and switch to VoIP technology, as there are many advantages for using VoIP. Here is a summary of the five reasons why your company should make the switch to VoIP.

VoIP is perfect for call centers

VoIP is slowly becoming the standard choice for call centers. VoIP offers significant benefits for call centers such as flexibility, cost efficiency and improve customer service applications. For example, in the past, a call center needed to be a stabilization center equipped with telephone lines used by many people who are physically located in the call center. By using VoIP for your Call Center, not only is your main location easily relocated as your business expands, but you can hire employees virtually world-wide. Big companies take advantage of VoIP Call Centers by outsourcing work overseas where they can hire employees for less.

The integration of data, audio and web based features is another reason why businesses are opting for VoIP. Customer service calls are handled more efficiently with the integration of these three components. Not only are calls transferred more freely, but also greater care can be given to customers when Call Centers use integrated software platforms.

Most call centers are taking advantage of the opportunity to hire employees around the world through VoIP services. Employees can work in different time zones, giving greater customer service benefits throughout the year, and hiring home based employees is another way companies are opting to save money.

VoIP is better for Mobile Employees

Many companies employ mobile workers. Employees who use mobile phones normally charged to the company to keep in touch throughout the day. By utilizing VoIP Mobile Employees can remain virtually connected with the company and the company saves money on fees.

When mobile employees rely on cell phones, many times a customer calls to the main office, only to hear a message or be told the number of workers in cell phones. This requires the customer to hang up and call the employee on her cell phone, raising the possibility that the employee will lose the sale. By using VoIP, the call is routed immediately to the mobile workforce and increasing productivity.

Since VoIP integrates many other technologies, including email, mobile employees are able to perform many more transactions with one application.

VoIP reduces the cost

Businesses today rely on telecommunications. Whether Internet, email, customer service via telephone, online web applications and e-mail, or whatever your business needs may be, VoIP offers to handle all your needs with one application. This also reduces costs and increases productivity. VoIP also has combined with software applications that are perfect for many business needs. Software like accounting software, email and PC based applications help to save money by combining services.

The reduction in long distance charges is another great advantage of switching to VoIP for business needs. By combining data, video, audio and needs, companies save on the use of bandwidth, which ultimately leads to financial savings.

VoIP enables global real-time conferences

World conferences and training can put a burden on business. Attempts to reach employees worldwide are not only expensive, but long way. With VoIP technology businesses can avoid conferencing costs, and enable secure audio and videoconferences to offices worldwide. By reducing long distance costs, employees are also taking advantage of calling each venue, and other companies more often.

VoIP offers a flexibility that ultimately increases productivity

VoIP allows greater flexibility. Using standard VoIP adapter, you are able to have your phone number with you. This allows greater productivity by allowing employees to conduct business overseas, while traveling, stay in hotels, etc. Your customers can call their regular phone number, business, and you do not have to use your cell phone .

Many VoIP services are fully integrated with PC applications such as fax and email. There is greater productivity when employees can integrate their email and phone services with one application. Doing business with VoIP on your laptop, any time of day or night.

With the option of getting a VoIP phone number with area codes throughout the country and some around the world, businesses can expand by choosing local area codes of the city, state or country that going.

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Artical source:-http://zilvis712.over-blog.com/article-why-business-should-switch-to-voip-88914929.html

Friday, December 30, 2011

ShoreTel Enterprise Contact Center Call Routing Based on Schedules

Wednesday, December 21, 2011

How Has Call Centre Technology Changed

Wednesday, November 23, 2011

Makati Office Space For Call Centers

Monday, November 21, 2011

Avaya Wireless and DECT Phones Solutions

Thursday, November 17, 2011

Why Business Should Switch to VoIP

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