Calling Web Services in Your Asterisk IVR

Web services in Asterisk dialplans

CRM or data integration aren’t things that you often associate with your inbound IVR.  That usually happens at the agent screen level. Sometimes, it’s handy to be able to pull data from an external data source and redirect the call based on the result. Continue reading Calling Web Services in Your Asterisk IVR

Improve Your Agents: Customizing Your Call Center Software Part 2

You can make your agents better. At least you can help them perform better, and you probably don’t care about the difference. The ability to adjust your incoming call flow improves operations from the client side and can make the system as a whole work better. Optimizing operations on the other end, the agent interface, can have the same effect once the call has been answered. The interface, especially the client interaction script, has to be well organized and present the correct information in an easy to read format in order to give your agent a chance to handle the call effectively. Continue reading Improve Your Agents: Customizing Your Call Center Software Part 2

Populating Client Information to Agents in Your ACD – Part 1

One of the major purposes of many inbound call centers is customer care.  Clients may call with technical issues, be updating their orders, or enquiring about new services. In this case, it’s obviously important to ensure that the agent handling the call have as much information as possible about the caller. The question becomes how do you get those details into your call center software and in front of agents?
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Warm Leads and Outbound Dialing in Today’s Environment

Outbound dialing in the call center has undergone a revolutionary change in the past decade.  In October of 2004, the Supreme Court of the United States allowed a ruling from a lower court to stand that enabled the FTC Do Not Call regulations.  The widespread registration of home phones, along with restrictions on dialing cellphones (and their increasing share of the number of phones outstanding), signaled a massive shift in the way outbound contact centers would operate.  Automatic or predictive dialing was not killed off then, but it has been in critical condition since. Continue reading Warm Leads and Outbound Dialing in Today’s Environment

ACD and Dialer Integration to CRM

 

CRM Software offering real-time insight into lead and contact management has become a critical component of modern Sales and Marketing. Most organizations use popular CRM like Saleforce or Microsoft Dynamics or custom developed CRM application. These are either hosted in the Cloud and SaaS based or, custom developed Applications hosted internally in-premise.

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Web services API for Integrating into a Dialer and ACD software

Dialer and ACD are an integral part of every customer contact operation. Contact Centers require an ACD to control and manage incoming call flow. They may require a Dialer to perform List based dialing in predictive, preview or progressive mode.

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Importance of Simplified API for CRM integration to ACD and Dialer

CRM drives sales by providing centralized customer and lead management with instant access to the history of each customer and prospect. Most CRM software offer up to date customer history on demand with access through the Web or desktop application. The power of lead management and CRM can be amplified by integration to a Dialer platform to improve efficiency and productivity. Most Dialers provide for different modes of dialing like Predictive, Preview and Progressive. ACD integration to CRM allows better management of incoming calls. The most important aspect of setting up CRM integration is the ability of Dialer and ACD software to work seamlessly with the CRM.

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Convergence of Dialers, Cloud Setup and CRM Integration

Quite an interesting phenomenon is unfolding with the convergence of CRM (Customer Relationship Management), Cloud Setup and Dialer technology. As we all know, CRM is the heartbeat of any sales team. CRM software provides significant edge for sales operation to scale. Similarly Web and IP connectivity form the information superhighway connecting all the major data centers around the globe in this phenomenon called “Cloud”. This is seen in the growth and availability of reliable Data Centers around the world. Phone service is more important than ever because of the proliferation of Web and Online business that has changed the way commerce is carried out. Because of this, Dialers have become the engine for driving for customer contact.

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Integrating CRM and Custom Applications into your Call Center

Rapid growth in communication technologies over the past years has presented call centers with an unprecedented opportunity to support complex customer interactions. Independent applications, tailored to manage the business process of customer interactions, have an increasingly important role in daily call center operations and are used extensively to perform crucial duties that significantly improve productivity.

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