Related Research Articles
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
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.
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
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.
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.
net2phone is a Cloud Communications provider offering cloud based telephony services to businesses worldwide. The company is a subsidiary of IDT Corporation.
Microsoft Customer Care Framework (CCF) was a desktop-based framework which was used to address issues faced by service providers caused by multiple line of business (LOB) systems while interacting with their customers. It was discontinued though many of its core functions were moved to an add-in for the Microsoft Dynamics CRM product named the Unified Service Desk.
Act! is a customer relationship management (CRM) software and marketing automation software platform designed for, and used by, small and mid-sized businesses. It has a user base of over 800 thousand registered users.
Unified communications (UC) is a business and marketing concept describing the integration of enterprise communication services such as instant messaging (chat), presence information, voice, mobility features, audio, web & video conferencing, fixed-mobile convergence (FMC), desktop sharing, data sharing, call control and speech recognition with non-real-time communication services such as unified messaging. UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types.
Interactive Intelligence was a telecommunications software and cloud computing development company that provided unified business communications solutions for call centers, Voice over IP companies, and business process automation.
IntelePeer is a privately held company based in Dania Beach, Florida and is a Communications Automation Platform (CAP) provider of voice, messaging, automation, applications, APIs, and analytics for enterprises.
Telax Hosted Call Center, is the trading name of Telax Voice Solutions Inc., formerly Telax Systems Inc. A privately held application service provider delivering automatic call distribution (ACD), self-service IVR, business intelligence tools and VoIP services, to a network of enterprises, government organizations, ISPs and other service providers across North America. Telax deploys its products based on the software as a service (SaaS) model, providing on-demand service generally priced by per-seat license. Telax is also a GSA Multiple Award Schedule contractor providing indefinite delivery and indefinite quantity IDIQ through the IT Schedule 70.
Jacada was a software and services company that specialized in automating and simplifying customer service operations. The firm, founded by Gideon Hollander, was incorporated December 1990 in Israel as a limited liability company. Jacada operated headquarters in Atlanta, Georgia, and offices in the Americas, Europe, Middle East, and Nordic regions. In 2021, Jacada became a part of Uniphore.
Mimecast Limited is an American–British, Jersey-domiciled company specializing in cloud-based email management for Microsoft Exchange and Microsoft Office 365, including security, archiving, and continuity services to protect business mail.
Founded in 1975, Toshiba Telecommunication Systems Division (TSD) was a division of Toshiba America Information Systems Inc. (TAIS). This, in turn, is an independent operating company owned by Toshiba America Inc., a subsidiary of Toshiba Corporation.
Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new category of call center technology that shows promise in improving call center productivity and compliance.
Artificial Solutions is a multinational technology company that develops technology for conversational AI systems.
Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues.
References
- ↑ "No Jitter | Blog | Zeacom's Business in 2011: Behind the Numbers". www.nojitter.com. Archived from the original on 23 March 2012.
- ↑ "New Opportunities for Zeacom as it becomes Enghouse Interactive". channellife.co.nz. 8 December 2015. Retrieved 2 May 2016.
- ↑ Products and solutions [ dead link ]
- ↑ Contact center [ dead link ]
- ↑ Products and solutions [ dead link ]
- ↑ Products and solutions [ dead link ]
- ↑ Products and solutions [ dead link ]
- ↑ Unified Communications [ dead link ]
- ↑ Services [ dead link ]
- ↑ Official website [ dead link ]
- ↑ "Zeacom wins AmCham Supreme Award | Scoop News".
- ↑ "Backing winners in business R&D | Scoop News".