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A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.
Microsoft Outlook is a personal information manager software system from Microsoft, available as a part of the Microsoft 365 software suites. Though primarily being popular as an email client for businesses, Outlook also includes functions such as calendaring, task managing, contact managing, note-taking, journal logging, web browsing, and RSS news aggregation.
A voicemail system is a computer-based system that allows people to leave a recorded message when the recipient is unable to answer the phone. The caller is prompted to leave a message and the recipient can retrieve said message at a later time.
Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, but towards the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer". Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
A voice-user interface (VUI) enables spoken human interaction with computers, using speech recognition to understand spoken commands and answer questions, and typically text to speech to play a reply. A voice command device is a device controlled with a voice user interface.
Bing for mobile is a search tool for handheld mobile devices from Microsoft as part of their Bing search engine. It is designed for mobile device displays. Bing Mobile is built into Windows Mobile and Windows Phone as proprietary software, accessed via the Search key on Windows Phone 7 and Windows Phone 8 devices. It is also available on Windows Phone 8.1, and can be downloaded for other platforms, including and Android.
Voice portals are the voice equivalent of web portals, giving access to information through spoken commands and voice responses. Ideally a voice portal could be an access point for any type of information, services, or transactions found on the Internet. Common uses include movie time listings and stock trading. In telecommunications circles, voice portals may be referred to as interactive voice response (IVR) systems, but this term also includes DTMF services. With the emergence of conversational assistants such as Apple's Siri, Amazon Alexa, Google Assistant, Microsoft Cortana, and Samsung's Bixby, Voice Portals can now be accessed through mobile devices and Far Field voice smart speakers such as the Amazon Echo and Google Home.
Click-to-call, also known as click-to-talk, click-to-dial, click-to-chat and click-to-text, is a form of Web-based communication in which a person clicks an object to request an immediate connection with another person in real-time either by phone call, Voice-over-Internet-Protocol (VoIP), or text. Click to talk requests are most commonly made on websites but can also be initiated by hyperlinks placed in emails or videos, and other Internet-based object or user interfaces.
Google Voice is a telephone service that provides a U.S. phone number to Google Account customers in the U.S. and Google Workspace customers in Canada, Denmark, France, the Netherlands, Portugal, Spain, Sweden, Switzerland, the United Kingdom and the contiguous United States. It is used for call forwarding and voicemail services, voice and text messaging, as well as U.S. and international calls. Calls are forwarded to the phone number that each user must configure in the account web portal. Users can answer and receive calls on any of the phones configured to ring in the web portal. While answering a call, the user can switch between the configured phones. Subscribers in the United States can make outgoing calls to domestic and international destinations. The service is configured and maintained by users in a web-based application, similar in style to Google's email service Gmail, or Android and iOS applications on smartphones or tablets.
Alternate air ticket purchasing order systems allow for alternative ways of purchasing air tickets and GDS Connectivity not involving Internet or personal TA contact.
This list is a comparison of web conferencing software available for Linux, macOS, and Windows platforms. Many of the applications support the use of videoconferencing.
A virtual assistant (VA) is a software agent that can perform a range of tasks or services for a user based on user input such as commands or questions, including verbal ones. Such technologies often incorporate chatbot capabilities to simulate human conversation, such as via online chat, to facilitate interaction with their users. The interaction may be via text, graphical interface, or voice - as some virtual assistants are able to interpret human speech and respond via synthesized voices.
Pronexus is a software company established in 1994 and located in Ottawa, Ontario. They specialise in producing tools for voice applications and Interactive Voice Response (IVR) tools that developers can use to integrate voice/speech technology in business systems. The company is known for its development of VBVoice, which is a rapid application development (RAD) Interactive Voice Response (IVR) toolkit for telephony and speech that developers can use in Microsoft Visual Studio. First introduced in 1994, VBVoice includes a graphical user interface (GUI) for call flow and call control. The VBVoice toolkit enables developers to create various IVR applications, such as auto attendants, outbound IVRs, predictive dialers, and self-service IVRs.
The Plum Group, Inc. is a company.
QuickFuse is a web-based telephony application editor and rapid application development platform. QuickFuse users build call flows by visually assembling modules from a library of building blocks that cover the functional requirements of interactive voice response (IVR), messaging, and telephony applications. QuickFuse uses speech recognition and text-to-speech technology and integrates with other systems through SOAP and REST APIs.
Voice Elements is a Microsoft Cloud Service and Calling Plan for Microsoft Teams. Voice Elements were released by Inventive Labs Corporation in 2008, based on their original CTI32 toolkit. Software developers who use C#, VB.NET or Delphi use Voice Elements to write telephony-based applications, such as Interactive Voice Response systems, Voice dialers, Auto Attendants, Call centers and more.
Voice-based marketing automation (VBMA) refers to software platforms designed for marketing, sales, and support departments to measure, manage, and automate their phone conversations. Marketing departments, sales teams, and support agents use VBMA to initiate, manage, monitor, track, route, record, and report on sales and support phone conversations.
Comparison of user features of messaging platforms refers to a comparison of all the various user features of various electronic instant messaging platforms. This includes a wide variety of resources; it includes standalone apps, platforms within websites, computer software, and various internal functions available on specific devices, such as iMessage for iPhones.
References
- ↑ Rosa Jr., Johnny (2018). The Power of Visual IVR (PDF). Burlington, Mass.: Zappix, Inc.
- ↑ Maribel Lopez (January 27, 2011). "Groupama: Creating strategic differentiation by combining contact centers with mobile". Lopez Research. Retrieved February 17, 2014.
- ↑ "THE 2013 STAR Performers". Speech Technology Magazine. October 1, 2013. Archived from the original on June 11, 2014. Retrieved February 17, 2014.
- ↑ "Jacada and Vocantas Update on OnCall Solution". Entertainment Close-up. October 30, 2013. Archived from the original on June 11, 2014. Retrieved February 17, 2014.
- ↑ "Dial Once : Charles Dunston (Mar 31, 2017), "Dial Once wants to digitize phone calls" Frenchweb.fr, retrieved 2018-06-05".
- ↑ Abraham, Yossi (February 14, 2018). "3 Reasons Retail Needs Visual IVR". Zappix Visual IVR.
- ↑ "Callvu - How Can Insurance Companies Win at Mobile Engagement?". Archived from the original on November 23, 2016. Retrieved 2016-11-22.
- ↑ Chris Vitek (January 24, 2014). "Building Mayday with WebRTC". No Jitter. Retrieved February 18, 2014.
- ↑ CallVU: Rotsztein, Doron; Faran, Ran (Jan 13, 2011), Interactive Display Response System , retrieved 2016-11-22