Call centers Technology

Automatic call distributors and/or dialers: All call centers need a system to process calls and other interaction types like email and chat, as necessary. Automatic call distributors (ACDs) and/or dialers are core call centers systems; all other applications are intended to complement and improve the performance of these two underlying systems. Inbound call centers use an ACD to manage the flow of incoming calls and to route them to the most appropriate agent. Meanwhile, outbound call centers require a dialer to place and complete calls.

A CRM application/call centers servicing application is the second most important technology in call centers. Agents use the servicing application to respond to customers with an understanding of their relationship and value to the enterprise. Call centers agents also use the servicing application to document customer issues or requests and steps that were taken to address those issues. This creates a record of interactions that can be accessed the next time the customer reaches out for help.

Database Systems Corp. (DSC) is a leading provider of call centers technology which includes automated phone systems as well as call centers outsourcing phone services. The phone systems are state-of-the-art computer telephony integration systems that include IVR (interactive voice response) and voice broadcasting features. Database Systems Corp. Database Systems Corp provides call centers software products and outsourcing services to a wide range of industries and government organisations. Database Systems Corp has been in business since 1978 and has developed call centers software solutions that automatically broadcast voice messages using Voice broadcasting technology. This phone system is used both within marketing and sales organisations as well as communities that broadcast emergency messages to its members.

Phone Systems
To deliver phone applications and services, DSC has developed two series of phone systems. These systems are used exclusively at our own call centers and are provided directly to our clients. Our computer telephony software and systems support as few as four analog phone lines to hundreds of digital lines.

Call centers Outsourcing Services
DSC provides phone services including IVR outsourcing and voice broadcasting service at our own managed call centers. These centers provide secure and redundant environments for the maximum protection of our outsourcing clients. From small calling campaigns to projects that require broadcasting millions of calls, our call outsourcing center can do the job!

Interactive Voice Response

Interactive Voice Response (IVR) automates the personal interaction of telephone callers with the computerized phone system. Automated phone systems have used voice recorded prompts and menus to present information to callers. Touch-tone telephone keypad entries are gathered from the caller to collect information and navigational data.

Automatic Call Distribution Systems
Included with our call centers phone system is a sophisticated ACD (automatic call distribution) and call routing feature. This full featured call distribution system intelligently routes phone calls based upon called number, caller ID, time of day and other custom criteria.

Call centers are complex operating environments that depend on a wide variety of sophisticated technology to process transactions. While call centers technology is essential, it's really the agents who leave a lasting impression on customers and they are the key to retaining clients and enhancing relationships.

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