Call Center Management-Baytalkitec

Today, call centers have become vital support channels for almost every organization. Call center solutions can assist any business to easily handling the customers, solve their problems, gather information and perform routine transactions in a cost-effective manner.

Call centers also help organizations to successfully sell their products and services. Since call centers play a central role in any company, it is necessary for any organization to invest in professional call center management solutions. An efficient call centre management solution can help an organization to satisfy customers and enhance revenue.

In most organizations, vital customer information is not made easily available. Well-organized contact center management solutions can help you access and use business critical customer information from any type of system, popular CRM packages and other sources.

If you provide call center services to your customer, it is important to find out if your call center agents are providing good and accurate services to your valuable customers. With an efficient call center operations management solution, you can effectively monitor the activities of your call center employees. A competent call center management solution can also help you track important key metrics, such as the length of calls, number of calls taken during an hour, the average speed of answer etc. Such information can help you measure the quality of service that your call center agents deliver. You can also identify agents who are not performing and provide more training to them. With such in-depth information, you can find out who are your best agents and route complex calls to such competent agents when needed.

IVR India - Baytalkitec

Interactive Voice Response (IVR) is a technology which allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology is used extensively in telecommunication, but is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems. In telecommunications, IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the instructions.

IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.

IVRS India systems allow callers to interact with your communications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow you to efficiently exchange information, reducing clerical processing.

An IVR system talks to callers following a recorded script. It prompts a response the caller to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.

Advantages of using IVR

There are few advantages of using IVR payment gateways. It is supposed to be more secure as ‘phone tapping’ .
Using IVR payment gateway, one does not need a PC and internet connection to make any purchase or making payment. One just needs a mobile phone or telephone number. Since mobile phone or telephone number already is considered proven identity, it may serve the first level of security.

In developing countries like India, where internet and PC penetration is low, IVR payment gateway can help grow e-commerce as it owning phone is cheaper than owning a PC and internet connection. Also, internet connection may not be available all places any time. So, people can use their mobile or phones to make payments using IVR payment gateways.

Video Conferencing Software– Baytalkitec

A video conference or video conferencing software is a set of interactive telecommunication technologies which allow two or more locations to interact via two-way video and audio transmissions simultaneously. It has also been called visual collaboration. Videoconferencing varies from videophone calls in that it's designed to serve a conference rather than individuals.

Video conferencing software uses telecommunications of audio and video to bring people at different sites together for a meeting. This can be as simple as a conversation between two people in private offices (point-to-point) or involve several sites (multi-point) with more than one person in large rooms at different sites. Besides the audio and visual transmission of meeting activities, videoconferencing can be used to share documents, computer-displayed information, and whiteboards.

Video Conferencing is a conference between two or more participants at different sites by using computer networks to transmit audio and video data. For example, a point-to-point (two-person) video conferencing system works much like a video telephone. Each participant has a video camera, microphone, and speakers mounted on his or her computer. As the two participants speak to one another, their voices are carried over the network and delivered to the other's speakers, and whatever images appear in front of the video camera appear in a window on the other participant's monitor. It is usualluy used in contact centre solutions.

Multipoint videoconferencing allows three or more participants to sit in a virtual conference room and communicate as if they were sitting right next to each other. Until the mid 90s, the hardware costs made videoconferencing prohibitively expensive for most organizations, but that situation is changing rapidly. Many analysts believe that videoconferencing will be one of the fastest-growing segments of the computer industry in the latter half of the decade.

Simple analog videoconferences could be established as early as the invention of the television. Such videoconferencing systems usually consisted of two closed-circuit television systems connected via cable.

Voice Logger India - Baytalkitec

Voice logger is an electronic equipment of regularly recording audio,usually in a business situation. Most commonly telephone lines or business radio channels are recorded. This allows businesses to keep records, improve customer service, increase security, and decrease errors. Although Voice logging is identical with telephone recording, or phone recording, it includes also recording the radio and VoIP conversations. In a call center environment it is often called "agent monitoring" or "call logging" The word "logging" comes from the log of calls or audio files that is generated as each recording is made.

Voice logger is an important tool for recording interactions between contact center agents, supervisors, and managers on one hand and prospects, leads or customers on the other. A voice logger is an integral part of any communication system and can store correspondence in multiple formats.

As business interactions and communication have grown immensely over the past few years, and continue to do so, it has become increasingly important to record and document interactions. Depending on the nature of your business, you will have a different use for maintaining call records. Some of the various reasons could be policy compliance, quality assurance, government regulations, contention resolution, process evaluation, data mining and personnel training. Voice authentication records provide a world of information that could be the distinguishing point for your business. If your customer claims that he has called your support five times in the last month, you can verify the claim by searching through your voice records for content verification. You also need to be able to use multimedia features such as playback, rewind, pause, forward to search specific information. If there is a genuine issue at hand, you could perform a root-cause analysis and improve your processes to avoid a repetition. In addition, if the customer complains that your agent did not serve him/her well, you could review your training procedures for your agents to communicate more effectively. There are manifold issues like these that could impact your business. A good voice recording solution like IP voice logger enables you to eliminate potential threats to the credibility of your brand and your values by identifying and rectifying such loopholes.

Advantages of Call centre Solutions

A call centre is often operated through an extensive open workstation that include a computer system for each call centre agents and a telephone set/headset inter connected to a telecom switch, and one or more stations. It can be independently operated or networked with additional centres. Usually it is linked to a corporate computer network, including mainframe systems, microcomputers and local area networks. Further, the voice and data path into the contact centre are linked through a set of new technologies like computer telephony integration (CTI).

Advantages of Call Centre Soltions are


• Highly Skilled professionals, customer support and technical service representatives

• Enhanced market coverage

• Speedy ramp-up, launch, and roll-out of new campaigns

• Experience with programs similar to yours

• Rapid reply to market conditions

• Experts in Account management

• Excellent reporting capabilities

• Market testing capabilities

• Remote call monitoring

• Helpdesk Services and remote troubleshooting of IT-related queries

• Improved Transaction Processing and Remote Network System

• Efficient Accounting Services Call Centers

• End-to-end Processing Services

Call Centre Solutions - Technology

Call centre technology is advanced to great extent. The technologies comprising of speech recognition software enables computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, support automation and many other technologies to improve agent productivity and customer needs.

Database Systems Corp. (DSC) is a leading provider of call center technology which includes automated phone systems as well as call center 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.
Computer Telephony Integration (CTI), is a concept that enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls.

The integration of telephone software and computer systems is a major development in the evolution of the automated office. DSC is a leading provider of computer telephony phone systems and software.

Voice broadcasting is a mass communications technique that can send phone messages by computer to hundreds or thousands of call recipients at once. This technology has both commercial and community applications such as notification and call reminders.

DSC is a pioneer in the development of voice broadcasting systems and in providing voice message broadcasting services. To take an online tour, visit the voice broadcasting demonstration webpage. Also please view the sample voice broadcasting reports webpage.

Call Center Solutions - Baytalkitec

A call centre or call center is a centralized office used for receiving and transmitting a large number of requests by telephone. A call centre is handled by a company to administer incoming product support or information inquiries from costumers. Outgoing calls for telemarketing, telemedicine, and product based services, and financial services are also made. In addition to a call centre, contact centre such as collective handling of letters, faxes, live chat, and e-mails at one location is provided.

A call centre is often operated through an extensive open workstation that include a computer system for each call centre agents and a telephone set/headset inter connected to a telecom switch, and one or more stations. It can be independently operated or networked with additional centres. Usually it is linked to a corporate computer network, including mainframe systems, microcomputers and local area networks. Further, the voice and data path into the contact centre are linked through a set of new technologies like computer telephony integration (CTI).

Most of the companies uses call centre solution to interact with their customers. Examples include utility companies, mail order catalog retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.

A contact centre, also called as customer interaction center is a central point of any organization from which all customer contacts are managed. Through contact centers, valuable informations about companies are passed to appropriate people, it can be tracked. It is basically a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.