Call centers Software’s

There are many call centers software used such as NCH Software's range of professional telephony software, you can easily setup a professional call center environment using your existing computer network. You can be online and taking calls in less than a few hours and at a fraction of the cost it would have taken a few years ago. Our software does virtually everything.

Axon is a virtual PBX designed to manage calls in your call center. Any business, whether small or large, can now implement a scalable VoIP based PBX for their call center needs by installing Axon on any Windows PC. It works as a fully featured telephone switch connecting to phone lines and extensions using state-of-the-art VoIP technology.

The VRS Recording System is professional phone recording software that can run as part of your traditional PBX system or a Virtual PBX such as Axon. Using VRS you can record up to 64 telephone lines simultaneously and automatically. When installed on the same server as Axon the applications auto detect each other to make the task of configuration so much easier.

IVM is a voice mail, call attendant and interactive voice response (IVR) program for Windows and allows businesses to route calls to specific areas such as a technical service center, sales or billing. It can also act as a PC answer machine and take messages for up to 10,000 voice mail boxes after hours.

IMS is a computer controlled telephone on hold messages and music player for any Windows PC. It intelligently mixes and plays messages and music for your callers while they are on-hold or being transferred. It is an ideal way to promote new services or offers from your company or provide details of alternate ways of contacting your support staff.

Ideal for call centers and other areas within a business the IMS adds a professional touch to your PBX solution. It is suitable for both standard and VoIP PBX systems and when installed on the same computer as Axon it is automatically assigned an extension so no configuration in necessary.

The pros include:

Low start-up cost, small initial cash outlay.
Generally lower total cost of ownership.
Relatively small monthly payments that come out of the operating budget instead of the capital budget.
Vendors are responsible for system installation, implementation and ongoing maintenance.
Rapid start-up; users are generally up and running quickly with full-featured implementation.

Some cons to consider are:

Hosting for an extended period of time, approximately three to four years, is likely to cost more than purchasing the technology outright. (However, if the cost of a system upgrade is added, it alters the financial trade-off.)
It may be costly to terminate a long-term contract before it expires.
The client depends completely upon the vendor to provide a high level of service reliability.
Not all of the applications are as functionally rich as the leading premise-based offerings.
Prospects must find a service provider who is capable of meeting the organization’s requirements.

Call center performance management
An analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center, call center performance management (CCPM) is a trend many call center managers are watching this year. Why? This process uses goals, key performance indicators (KPIs) and metrics to measure the performance of the call center and its agents and to determine if the department is successfully delivering to departmental and enterprise goals. Using this approach removes imprecision and subjectivity from rating how well a contact center or individual is executing.

Quality monitoring (QM)
Quality management (QM) and liability recording suites have improved dramatically during the last two years, with more innovation expected during the next 12 months. QM and recording suites now include quality assurance, recording (random and 100%), speech analytics, surveying, and performance management, coaching and e-learning. Currently, two of these suites also include workforce management. Increasingly, these suites are being designed to incorporate an enterprise portal framework with advanced reporting. They are also set up to work well in multi-site contact center environments. Software-based Voice over Internet Protocol (VoIP) recording is now a high-value reality, and it is easier than ever for end users to implement.

Today's QM/recording applications achieve their primary goal of improving productivity but go beyond that, helping to drive the transition to more open operating environments. Tools like speech analytics can map words or phrases to help find what causes customer service problems. Word spotting or phrase identification can provide information about the call record, and emotion detection tools can recognize changes in energy, volume and voice pitch to identify problem customers within call centers.

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