Home | call center technology

USA Call Center Infrastructure [ Apr 04 2009 00:35:09 ]
Infrastructure is the most critical asset of a call center after human resources. Call center infrastructure should be well facilitated to maintain multiple applications and systems for multiple clients. So that it is very important for an outsourcing vendor to select the right infrastructure and architecture.

Infrastructure of a call center includes the following criteria:
1.Software
2.Hardware
3.Network


Software
Software is very important in a call center. Many Customer Relationship Management software are available that gather information about all customers. Customer Relationship Management software also accepts segregation of the customers into different angels and calculating the value of each type.

Hardware
A call center should have state of the art hardware components such as Computers for agents, LAN, Predictive Dialer, Fax, Automatic Call Distributor, Computer Technology Integration, Web Integration, Voice Logging and Messaging, and Interactive Voice Response. Integration of these different hardware becomes easy if they have a single platform.

Network
The network (telecommunication and other) is the system that connects a caller with the agent. The basic components of a network include Router, LDC, PSTN, Modem, Ethernet switch, and call center Server. The LDCs in the two regions are connected through the International Private Leased Circuit because the outsourced call center is located in another country. Call Center companies have recently started using the VoIP technology. The VoIP is used to transmit voice, fax and data to another location through Internet Protocol network.



The client and the customers are generally located in a developed country such as the USA and outsourced vendor is located in an offshore destination such as Bangladesh. The customer first connects to a PSTN at the client site; the call is then routed over to LDC in the USA. This call is further connected to Bangladesh through the IPLC between Bangladesh and the USA. The Bangladeshi LDC and a local loop transfer the call to the call center server through a Router, while the data is transferred to the call center LAN.

Bangladesh call center diagram [ Mar 24 2009 04:37:09 ]

Bangladesh call center equipment provider [ Mar 20 2009 21:48:02 ]
Panalog Univrsl, new Call Management Software from Panalog

Panalog has released a Call Management Software called Panalog Univrsl Version 3.0. It's a call management system for home office, commercial and small business and general home use. Panalog Univrsl supports KX-TDA50/100/200, KX-TAW848, KX-TA308. Panalog Univrsl comes with the following outstanding features:

• Measuring capability for all inbound and outbound call activity
• View full activity with "Point and Click" menu option
• 17 Different reports and 30 different graphs per day
• Monitoring capability for employee productivity
• Auto stop telephone abuse
• View long distance bills immediately
• Link employee names to extensions
• Search call records by employee name
• Flexibility to "exclude" owners or managers extensions from reports
• Call accounting section for billing clients
• Unlimited logs "ALL" Caller ID activity
• Converts area codes to geographic locations for easy identification
• View voice mail activity
• Call-out logs for pagers and cell phones
• Monitor and protect children for home owners.
• Universal SMDR CAT5 cable kit included that supports all systems and can be extended for remote operation
• Software is Windows based

Panalog Univrsl can be your complete solution for your small business call operations.



PBXtra Communications Solution

Every business needs an affordable communications solution that provides a competitive edge. The PBXtra offers unparalleled reliability and productivity gains in a cost-effective enterprise-class phone system designed to grow with your small business. PBXtra is simple to deploy, use and manage. And with its user-friendly interface, you can easily administer your system without the need for expensive IT specialists and third-party consultants.



PBXtra packages start at only $995 for unlimited users and extensions. You can choose an edition that is right for your business:
1. PBXtra Standard Edition - $995
2. PBXtra Professional Edition - $1,995
3. PBXtra Call Center Edition - $2,995
4. PBXtra Unified Agent Edition - $6,995

You can go to pbxtra.fonality.com for more details

Bangladesh call center software provider [ Mar 20 2009 21:20:27 ]
Call Centre Solutions-Synthesys
Noetica is a software development company specializing in Agile Customer Interaction Management solutions for the call centre. Synthesys provides the most intuitive agent guidance technology on the market by combining Service Oriented Architecture and Business Process Management Call Center Software techniques delivered through a unique visual logic-mapping interface.



Synthesys features:
CTI interfaces to over 40 different PBX platforms.
Complex agent applications.
Agent performance monitoring tools
Use of multiple applications on the desktop.
Inbound email processing tools.
High performance Dialer with patented technology and voice recording.
Bulk email and SMS campaign management.



PlantCML VESTA Pallas 2.6 Service Pack 2

PlantCML, an EADS North America company, has announced the release of VESTA Pallas 2.6 Service Pack 2 for Emergency Call Centers. VESTA Pallas 2.6 Service Pack 2, IP-based call taking solution for call centers offers 2 to 12 call taking positions.



VESTA Pallas 2.6 Service Pack 2 is designed as a state of the art converged voice and data solution to offer a choice of IP enabled alongside conventional functionality. Its latest features include improvements in IP call with the IP Key Expansion Module, support of IP phones with TDM handsets and the Element Manager to ease configuration and facilitate faster backups. 



Syntellect CT Connect 7.5

Syntellect, Call center interaction management solutions provider, has released of Syntellect CT Connect Version 7.5.
Syntellect has included many updated switch supports in Version 7.5 for better performance and requirements of the end user.
The 7.5 version gets additional PBX switch support to the product and also includes new releases of PBX switches that previously supported Ericson MX One, Alcatel OmniPCX Enterprise, Cisco Call Manager and Mitel ICP 3300.