Automated Call-Center Solutions Arverne NY

You can find the original article and content like it on www.voip-news.comWhile most businesses eagerly embrace call-center automation solutions in order to streamline their operations and cut costs, the general public often takes a different view of the subject.

Local Companies

Flatworld Solutions
1-609-297-8147
60 E, 42nd Street Suite 1144
New York, NY
1-800 We Answer Answering Service
12128681121
545 Eigth Avenue, Suite 401
New York, NY
All Voice Communications Inc
212-691-5800
363 7th Ave, 9th floor
New York, NY
Parkchester Answering Service
(718) 823-8400
1493 Zerega Ave
Bronx, NY
Communications Outsourcing Inc
(631) 691-2905
144 Grand Central Ave
Amityville, NY
Global Virtual Office
00353872526210
101 Penall Avenue FL
Viable Dimensions, LLC
646-530-8658
845 Third Avenue
New York, NY
1-800 We Answer
(212) 868-1121
545 8th Avenue, Suite 401
New York, NY
Hit Rate Solutions
214-274-3360
25 Avenue at Port Imperial
West New York, NJ
Messenger Hotline Center
(718) 828-4150
2924 Baisley Ave
Bronx, NY

You can find the original article and content like it on www.voip-news.com

By John Edwards

While most businesses eagerly embrace call-center automation solutions in order to streamline their operations and cut costs, the general public often takes a different view of the subject. In fact, there's a widespread perception that automation tools make life more difficult for callers by forcing them to navigate confusing voice menus, listen to canned music and messages, and talk with agents located on the other side of the world who may not be native English speakers.


           Related Articles: 

  • Open Source Is Calling 
  • What Is a Call Center?
  • The Skype-Based Call Center: Applications and Examples
  • The Phone System Buyer's Guide

Fortunately, there are a variety of call-center automation solutions that manage to benefit both businesses and callers.  

Automated Attendant: By prompting callers to respond to certain voice-menu selections, automated attendants benefit both businesses and callers by categorizing and shortening calls. Automated attendants get a bad rap when they are poorly designed and configured, so it's important to thoroughly test the systems before deployment and make periodic adjustments based on caller feedback.

IVR (Interactive Voice Response): IVR solutions — like automated attendants — serve both businesses and callers. IVR systems can support many more caller choices and are generally easier for users to navigate than automated attendants. The technology is often used to automate routine tasks (such as balance inquiries), which allows call centers to get by with fewer agents and enables callers to receive fast answers to their questions. Like automated attendants, IVR systems require careful configuration and occasional tweaks in order to operate at maximum efficiency.

Screen Pops: Using CTI (computer telephony integration), screen pops allow callers' records to be automatically retrieved and displayed to the agent as soon as a call arrives. The solution speeds calls by allowing agents to serve callers without first interrogating them for routine information such as addresses, order dates and product serial numbers.

Skills-Based Routing: No caller likes to be bounced from agent to agent in search of an answer. Skills-based routing automatically matches caller inquiries with the most appropriate agent or resource based on customer requests; service levels; and agent skill, availability and workload.

Visible Queuing: If there's one thing callers hate more than lengthy wait times, it's being kept in the dark. Visible queue technology tells a caller the estimated wait time as soon as he or she enters the queue. The best solutions also provide periodic updates as the caller waits. Visible queuing benefits users by reassuring them that their wait time is actually dwindling and helps businesses by reducing the number of abandoned calls.

Web Call-Back Transaction: A call-back is a transaction that allows a Web site visitor to request a phone call from the call center. The method can be used to request more information on goods or services, make a reservation, or complete an order. Deploying call-back support requires linking the call center's ACD (automatic call distributor) to the Internet via an Internet gateway.

Web Call-Through Transaction: Like a call-back transaction, a Web call-through is designed to get Web site visitors in fast contact with a call-center agent. The call-through transaction begins when a site visitor clicks a button on the Web page and is directly connected to an agent while still viewing the site. However, call-through technology requires the visitor to have a computer or mobile device equipped with VoIP technology, so the approach isn't as widely used as call-back technology.

The Enterprise PBX Comparison Guide from VoIP-News is a free download which provides your organization with vendor reviews, pricing & feature comparisons. Large enterprise PBX systems can cost millions of dollars, making purchasing decisions critical especially in tough economic times. The wrong PBX can be sand in your business' gears, slowing workflow and wearing out human resources. Download Enterprise PBX Comparison Guide Now.

Related Articles
- Safeguarding Call Center Arverne NY
Whether it' s an malevolent agent, a poorly protected VoIP connection or a highly vulnerable collaboration application, there are countless factors that can threaten the security of a call center.
- Call-Center Strategies Arverne NY
- Advanced Call Routing Arverne NY
- VoIP Business Solutions Arverne NY
- Motivating Call Center Agents Arverne NY
- World-Class VoIP Call Centers Arverne NY
- Skype-Based Call Center Arverne NY
- Hosted PBX Arverne NY
- Virtual PBX Phone Systems Arverne NY
- Guide to VoIP Call Centers Arverne NY