Senin, 01 Agustus 2011

Menemukan perangkat lunak call center terbaik

Membeli solusi call center perangkat lunak adalah investasi besar untuk sebagian besar perusahaan, baik dari sudut pandang moneter dan bisnis. Banyak bisnis ditantang ketika datang untuk mencari solusi untuk inbound / outbound call center perangkat lunak. Salah satu pemimpin dalam perangkat lunak call center di Indonesia adalah sofyan solutions. Mereka telah menyediakan solusi call center software manajemen sejak tahun 2001. Produk terkemuka mereka disebut IP PBX. Mereka menargetkan pelanggan dengan kebutuhan dalam telemarketing, Customer Service di penyelenggara telekomunikasi, perbankan dan jasa keuangan. Kelompok produk IP PBX, termasuk ACD inbound, seperti menawarkan PBXs. Dengan roll-over kelompok ACD, auto-petugas, layar-muncul, kami menawarkan semua fitur yang perusahaan yang paling perlu untuk mengelola call center mereka. Bagian IVR dapat mengumpulkan data dari petunjuknya dan penelepon sesuai rute, dan panggilan dapat ditransfer baik di dalam call center dan ke nomor offsite. IP PBX menggabungkan semua fungsi penting yang diperlukan oleh pusat terkemuka saat ini kontak sambil tetap tak tertandingi dalam hal fitur, fleksibilitas dan keterjangkauan. IP PBX call center software suite yang mencakup dialer prediksi maju, ACD inbound, auto dialer, panggilan pencampuran, IVR, rumah berbasis agen, pesan email, pemantauan kualitas, skrip fleksibel dan perekaman digital.

IP PBX insurance

With Valdo, SofyanSolutions provides Jiwasraya a system for insurance telesales. It’s a full IP PBX Outbound Call Center located in Jakarta. It’s Jiwasraya program to expand the market share of insurance in Indonesia.

New Capabilities in Contact Center Technology

By. Howard Baldwin

Not all of today’s contact center capabilities are new; what’s new about call-center technology is the ability for these capabilities to be quickly and inexpensively integrated. “Small businesses have always needed call center technology,” insists Chris Lyman, CEO of Fonality. “They’ve just never been able to afford it. Not just the call-center technology, but tying it into your back-office systems has been heinously expensive.”
Twenty years ago, telephone company equipment was proprietary — both the hardware and software were created solely for the use of the telephone company, so that when you wanted to integrate computer equipment with telephone equipment (known as computer-telephony integration, or CTI), the costs were exorbitant because the computer systems were probably proprietary as well, so you needed programmers who understood the intricacies of not one but two arcane systems.
In recent years, considerable change has taken place. Call center software runs on industry-standard servers, just as databases do; integrating applications is much simpler than it used to be. Even more important, most telephony systems now also run on industry-standard servers, rather than on proprietary hardware.
Finally, the convergence of voice and data networks — on which voice transmissions use the Internet protocol — makes call-center integration even less complicated, and less expensive to implement.
At the same time that voice and data networks have converged, specialized call-center capabilities have been integrated as well. At one time, you may have had to separately purchase automatic call distribution (ACD) software, which distributes calls into queues for agents, and integrate it with IVR software, which, as noted, routes calls to the appropriate department. It seems silly now, but Bern Elliott of the analyst firm Gartner notes that a major shift in the last few years has been for vendors to offer a full portfolio of such products. “The differences between the products have been reduced, and people want to get them through a single vendor or through a partnership,” he says.
“Any vendor that you select now comes with the complete package,” notes Dan Coen, vice-president of call centers for CallSource, which offers call-center services on an outsourced basis. “You should be leery of a niche player, not because they won’t do that particular thing well, but because they can’t scale” as you need to add capabilities.
And that integration, insists Bern Elliott of the analyst firm Gartner, is what a call center is about. “It’s people supporting people. All you really need is for the most basic call center is a person and a phone. People get so caught up in the technology that they forget what’s important.”