Project Report on Call Centre BMS

Cover page INDIAN CALL CENTER University of Mumbai Academic Year: 2008-2009

Submitted By SHANTI NANDLAL TIWARI T.Y.B.M.S. (Semester-5th)

Under The Guidance Of Prof. KSHAMA KADAM

GOKHALE EDUCATION SOCIETY’S Shri Bhausaheb Vartak Arts, Commerce & Science College & Sheth K. V. Parekh Arts, Com. Jr. Collage Gokhale Mahavidalay Road, Borivali (W), Mumbai-400 091 NACC B-I-

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PROJECT REPORT ON:INDIAN CALL CENTER

SHANTI NANDLAL TIWARI. T.Y.B.M.S. (SEMESTER-5TH)

UNIVERSITY OF MUMBAI ACADEMIC YEAR: 2008-2009

UNDER THE GUIDANCE OF PROF. KSHAMA KADAM.

Declaration

I Shanti Nandlal Tiwari student of University Of Mumbai BMS course of Shri Bhausaheb Vartak College of Arts, Commerce & Science hereby submit my project entitled as Indian Call Center in the academic year 2008-2009. The subject matter contain in this project is research & most of the work carried out in this project is original and was done under the guidance prof. kshama kadam. However this material has been picked up, has been used to enhance the clarity of the hypothesis and has been used for the academic purpose only. Also no part of this project may be used and reproduce by other, either accidentally or commercial without the written consent of author &his/her guide.

Your sincerely

Signature of the student Date: Place:

Acknowledgement

I would like to thank my project guide prof. kshama kadam for helping me at every stage of this project, for inspiring, for motivating and giving me access to such valuable information, without which my project would be incomplete. I am highly obliged to acknowledge our principal Mrs. S. V. SANT and our BMS coordinator, prof. KSHAMA KADAM for giving me an opportunity to conduct a detail study and analysis of topic relevant to my project.

Chapter 1

INTRODUCTION (BPO & call center in India)

Commonly the BPO service providers are called call centers. Call center is a part Of BPO industry. It is also known as Contact Centers. Origins of the Call Center Industry Around 30 years ago in the USA, the travel and hospitality industry began to centralize their reservation centers into what we would recognize now as huge call centers. This happened at around the time the first large-scale high-volume premise-based telephone switches became available.

Banks have also used them since the 1970s at least, and later in that decade, with the rise of the catalogue shopping movement and outbound telemarketing, call centers became a staple within many industries. Each industry, however, had its own way of operating centers, its own standards for quality, and its own preferred technologies. This trend persisted until early in the 1990s, when call center managers became more recognized as having a consistent set of skills and an operational knowledge. Technologically speaking, call centers have advanced in the last ten years. Earlier, it was just a labour intensive department trying to handle some customer queries. Now, it is supposed to be a vital link in the entire process of marketing and improving customer interaction. Unlike an airline reservation where the queries are generally simple and easy to handle, requirements of a technology customer support are different and need technical knowledge. A pre requisite for any call handling person is extremely good customer relationship skills and command over language accent. India has woken up to the call of Business Process outsourcing and is fast paving its way to become the largest hub of call centers in the world. Taking leverage from this growing phenomenon, Call Centers in India has devised a clear and competent business strategy wherein you post in your query and we act as an intermediary, forwarding your requirements to our concerned call-center-service providers. In this manner, our motive of providing complete support to our customers in terms of answering any of their queries remains fulfilled. Call Centers in India is a leading Indian customer care organization, having alliances with leading BPOs in India who ensure fast and prompt service. We offer a range of blended customer care services including inbound and outbound voice services, E-mail management, telemarketing services, data conversion, claim processing, real-time web-based chat services to global clientele and the like. A call center is traditionally defined as a physical location where calls are placed or received in high volume. This may be for the purpose of sales, marketing, customer service, telemarketing, technical support, or other specialized business activities.

Definition A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact center. Call center is a centralized office of a company that answers incoming telephone calls from customers or makes outgoing telephone calls to customers. They can handle a considerable

volume of calls at the same time and can also log calls. It is the focal point of customer service for most companies today. Using a variety of technologies including computer automation, call centers connect the customer and the organization to meet customer’s need in real time. Centers have application in many industries offering customer service. Many organizations use call centers to solicit clients or customers for new sales or donations and contributions. They can also be used to accomplish surveys of customer satisfaction or public opinion. Call centers also known as contact centers. Call centers can be any of the following: •

Huge telemarketing centers

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Fund-raising and collection organization

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Help desks, both internal and external

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Outsourcers (better known as service bureaus) that use their large lots of companies

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Reservation centers for airlines and hotels

capacity to serve

Catalogue retailers "E-tailing" centers and e-commerce transaction centers that don't handle calls so much as automated customer interactions

BPO [Business Process Outsourcing] BPO has been the latest mantra in India today. As the current sources of revenue face slower growth, software companies are trying new ways to increase their revenues. BPO is top on their list today. IT services companies are making a quick entry into the BPO space on the strength of their existing set of clients. We hope to address all issues related to BPO in India on this portal. Business process outsourcing is the fastest growing segment in the outsourcing market as of now and involves outsourcing back office operations and other business processes like customer relationship management, customer call centers, telemarketing, Payroll maintenance, finance/accounting management among others to offshore destinations. By outsourcing their business processes the companies can increase their productivity, cut operational costs, provide better customer service, beat competition and in turn concentrate on

their main operations by shifting their back office operations to offshore destinations. These are the reasons that companies no matter how big or small they are prefer to outsource their operations and in a frantic pace they have turned this normal phenomena in to a major hype. The Business process outsourcing industry is opening up and people are beginning to realize that outsourcing is a win-win situation for everyone and a trend that is as unavoidable as globalization itself. 1. The basic or traditional type of outsourcing services. It is to curtail direct costs, such as hardware and software maintenance and operation costs. 2. Outsourcing helps lower "indirect" costs and achieve efficiencies in areas related to business processes this is termed Business Process Outsourcing. 3. The Business Transformation Outsourcing. In today’s world BPO has changed from definition to buzzword. BPO today directly means to the second type of outsource that is outsourcing the 'lower indirect costs.' Now-a-days companies prefer to outsource these services. It is a new concept. "Call Centers" are the BPOs that outsource only the customer care. In simple language the BPO or Business Process Outsourcing is the delegation of one or more business processes to an external service provider who in turn provides services for the selected process based on certain defined and measurable performance criteria specified by an organization. This generally involves an organization's non-core processes. BPO companies are the companies who extend the services to the outsourcing companies. Companies believe assigning lower cost business processes to the BPOs will provide superior service more responsively at lower cost. As customer care is a low cost and clumsy business process, companies prefer to assign it to outsource to the Business Process Outsourcing companies. Business process outsourcing (BPO) contains the transmission of processes along with the associated operational activities and responsibilities, to a third party with at least a guaranteed equal service level and where the client contains a firm grip over the (activities of the) vendor for mutual long term success. BPO is positively related to the search for more efficient organizational designs, cost reduction, productivity growth and innovative capabilities. Hence, it is a source for strategic advantage. Traditionally, BPO is undertaken by manufacturing firms. For instance Coca Cola, where almost the entire supply chain is outsourced and the company is essentially becoming a marketing organization. However, BPO is nowadays rapidly conquering the service oriented firms as well. A well-known example is provided by the Bank of America, who outsourced their entire HR function to Exult, one of the leading Human Resources BPO vendors. BPO is often divided into two categories:

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BACK OFFICE OUTSOURCING - it includes internal business functions such as billing or purchasing

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FRONT OFFICE OUTSOURCING – it includes customer-related services such as marketing or tech support

The endless opportunities IT provides, stimulates (cross-border) BPO activities. BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called near shore outsourcing. Use of a BPO as opposed to an application service provider (ASP) usually also means that a certain amount of risk is transferred to the company that is running the process elements on behalf of the outsourcer. BPO includes the software, the process management, and the people to operate the service, while a typical ASP model includes only the provision of access to functionalities and features provided or 'served up' through the use of software, usually via web browser to the customer. BPO is a part of the outsourcing industry. It is dependent on information technology; hence it is also referred to as information technology enabled services or ITES. Knowledge process outsourcing and legal process outsourcing are some of the subsets of business process outsourcing. Companies are moving their non-core business processes to outsource provider’s i.e. call center. If a bank shifts work of a 1000 people from US to India it can save about $18 million a year due to lower costs in India. BPO saves precious management time and resources and allows focus while building upon core competencies. The list of functions being outsourced is getting longer by the day. Call centers apart, functions outsourced span purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, pay roll...the list gets longer every day. In view of the accounting scandals in 2002 [Enron, WorldCom, Xerox etc], more and more companies are keen on keeping their investors happy. Hence, it is important for them to increase their profits. BPO is one way of increasing their profits. If done well, BPO results in increasing shareholder value.

KPO (KNOWLEDGE PROCESS OUTSOURCING) KPO, Knowledge Processing Outsourcing It is essentially an offshoot of BPO. It is the high end activity of the BPO industry and is estimated to have a magnificent growth in the coming years. It is a wave that has lashed the Indian shores and aims to tap the Indian talent in the fields that require expertise and enhanced knowledge. In short, KPO involves off shoring of knowledge intensive business processes that require specialized domain expertise.

India's Intellectual Potential India's intellectual potential is the key factor for India being the favored destination for KPO industry. India has a large pool of knowledge workers in various sectors and their talent is being discovered and tapped by leading businesses across the globe. Cost savings, operational efficiencies, access to a highly talented workforce and improved quality are all underlying expectations in off shoring high-end processes to India. KPO Services Outsourced to India India is a good outsourcing location. There are several services that can be outsourced to India: •

Research & Development

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Business and Technical Analysis

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Learning Solutions

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Animation & Design

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Business & Market Research

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Pharmaceuticals and Biotechnology

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Medical Services

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Writing & Content Development

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Legal Services

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Intellectual Property (IP) Research

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Data Analytics

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Network Management

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Training & Consultancy

Challenges in KPO KPO is an outsourcing industry that delivers high value to organizations in terms of domain based processes and business expertise. The industry demands advanced analytical and specialized skill of knowledge workers and therefore faces several challenges.

The major challenges faced by KPO are: •

Maintaining higher quality standards

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Investment in infrastructure

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Requirement of higher level of control

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Lack of talent pool

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Enhanced risk management

Chapter 2

TYPES OF CALL CENTER

Call Center may be divided into various types according to their functions and areas of operation. Most commonly call centers are divided into inbound call center and outbound call center. In an inbound call center, agents receive calls from customers who need to obtain information or report a mal function. In an outbound call center, agents initiate a call to a customer mostly to sell a product or a service. Types of call center 1. CRM Call Center 2. Inbound Call Center 3. Interactive Call Center 4. Outbound Call Center 5. Phone Call Center 6. Tele-Marketing Call Center 7. Virtual Call Center 8. Web Enabled Call Center

CRM Call Center The CRM software integrates all the forms of customer contact into a central history database where they can be retrieved or viewed together. Using CRM software, a customer issue can be tracked from the original point of contact through to resolution.

CRM call centers help companies realign their entire organization around customers. And thus, is a strategic business initiative. Sales, Marketing and Service as well as other groups are connected and coordinated through the CRM applications. Before a call is made to the customer, all recent activity for that customer should be reviewed to be informed of recent events. Then a sales strategy needs to plan based upon observed opportunities. The use of CRM software in the call center allows the assignment of a value to each customer if the culture supports that philosophy. With that feature, one can choose how to interact with that customer. CRM helps the company identify most valuable customers and understanding their lifetime values. Using CRM, the call centers design the organization systems and service to best meet the needs of customers and maximize their value. CRM is intended for long-term relationship building. Besides capturing the different forms of customer interaction, CRM allows you to capture and store all available customer information in the central history database. This allows agents the ability to pull up a customer's entire history while the two interact. Communication and service are more effective and efficient. Most CRM products also track trends in purchasing and customer feedback.

Inbound Call Center An inbound centre is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales. The services of inbound call centers are designed to handle catalog orders, help desk queries, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call centre professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment. They also integrate customer care services, predict customer behavior and take action, while the customers are still on the line. The inbound call center employ a dedicated team of live operators, account representatives and program managers. Offering 24/7 operator availability for the customers, these call centers provide round-the-clock account management. The teams of qualified and trained operators understand the business, products and services and perform to deliver their best. Using advanced telephone service technology and programming, these call centers lay great emphasis on attention to detail in messaging and reporting of all inbound calls. Inbound call centers offer communication services specifically designed to maximize the efficiency of direct marketing efforts or to be a part of the technical support team of the clients. They work together with you as a partner building a strong, successful long-lasting relationship with customers. Inbound Call Center offer

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Skilled, professional, customer support and technical service representatives

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Improved market coverage

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Faster ramp-up, launch, and roll-out of new campaigns

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Experience with programs similar to yours

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Rapid response to market conditions

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Account management expertise

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Enhanced reporting capabilities

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Market testing capabilities

Interactive Call Center Interactive call center is a central point in an enterprise from which all customer contacts are managed. These include one or more online call centers. More companies are turning to interactive providers to outsource everything from lead generation and survey calls to order processing. They provide great opportunity to improve customer service levels, increase productivity and save money. The only secret behind interactive call centers is a technology known as interactive voice response (IVR) that automates interaction with telephone callers. Customers require high levels of availability and interactivity and IVR is one of the most essential way of providing 24 hours service. •

Provide 24x7 custom, friendly services, cost-efficiently.

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Offer nationwide customer "self service" with optional redirect to live agents.

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Automate routine and complex transactions that traditionally required processing by an agent.

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Eliminate the cost of staffing for unpredictable peaks and valleys of incoming calls.

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Avoid the expense of training agents and installing cutting-edge call center equipment.

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Provide high-response capability for weekends and off hours

Outbound Call Centre

The success of the Outbound Call Centers depends on the extensive experience, technological solutions, quality assurance programs and commitment to customer service excellence that further ensures maximum results from the direct marketing efforts. The integrated call management systems in the outbound call centre facilities use, systematic calls to consumers and transfer successful connections to a designated marketing representative (MR) who is dedicated and has been trained for the specific client application. As a call is presented to the MR, the consumer's name, address, and other available information are simultaneously presented on the MR's workstation along with a client's customized script. Services of Outbound Call Centers: •

Market Intelligence

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Database Selling

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Direct Mail Follow-up

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Lead Generation \ Qualification \ Management

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Seminar Population

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Product Promotion

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Debt Collection

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Information and Literature Fulfillment

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Appointment Scheduling

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Decision Maker Contacts

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Up Sell/Cross Sell Campaigns

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Surveys

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Customer Satisfaction

Phone Call Center The phone call centers offer flexible call routing, superior IVR capacity and predictive dialing systems. Utilizing advanced telephony and Internet technology; the Customer Service Representatives (CSRs) in the phone call centers provide accurate and timely information for the most complex inbound or outbound programs. The phone call centers offer personalized call management by a team of professional operators who know about the client and his business.

The phone call centers provide 24/7 answering and business services that help keep the customers satisfied. This is essential as the call centers could be losing customers because of not answering the phone when they called and also as they expect answers to questions immediately. The customers expect the call centers to work around their busy schedules. The call centers are equipped with top-of-the-line communications technology.

Telemarketing Call Center Telemarketing refers to the business or practice of marketing goods or services by telephone. It is the act of selling, promoting or soliciting a product over the telephone. Reliable telemarketing is an essential part of the organization's working to enhance sales and increase profits. Combining the best of personnel, processes and progressive technologies, telemarketing call center serve as highly reliable specialist resource for organizations seeking outstanding performance and results.

The telemarketing call centers provide customized telephone services that reveal the valued techniques used by successful telephone sales and support professionals. The fully automated, state-of-the-art call center equipments and custom software enables the call centers to field thousands of calls daily for each client with a high degree of professionalism and customization. The clients receive superior quality, experience and courteous service, coupled with the advanced technical capabilities. The call centers are staffed 24x7 and 365 days and they totally concentrate on using the tactical skills and effective processes during inbound/outbound call process.

Virtual Call Center Virtual call center is a call center in which the organization's representatives are geographically dispersed. These people are not situated at work stations; they rather work from their homes or in small number of groups. People in small groups may open small centers to work. It provides the ability to extend the CSR desktop and telephony support to any place on the planet. Virtual call center is simply defined as an approach to enterprise wide call center management that treats several geographically dispersed call centers as one. These call centers are largely inbound in function and are gaining popularity as companies look for alternatives to running a traditional, in-house call center or using an offshore outsourcer.

Web Enabled Call Center

A web enabled call center improves the e-commerce initiatives by offering high quality customer service. Various features offered by web enabled call centers are: •

Web Pop that automatically provides CSRs with a pop-up screen of client's website, intranet or web script.

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Web Callback that helps the visitors of the client's website request a callback from the CSRs by simply clicking and entering their name, telephone information and time for call.

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Web Chat that assists visitors engaged in a live, two-way text chat directly from client's site to a trained agent. They can obtain answers to questions or resolve customer service issues without having to disconnect from the Internet or use a phone.

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Web Push allows CSRs to assist client's website visitor to find out information through guided "browsing."

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Email Management this manages high-volume email inquiries directed to client's mailbox or produced via a Website. The incoming messages are tracked and provided an appropriate auto reply message to the customers letting them know that their email has been received.

Chapter 3 CALL CENTER TECHNOLOGY & MANAGEMENT

Call Center Technology 1. Answering Service Software • Automatic Call Distribution (ACD) • Call Center PBX • Call Recording and Call Monitoring Solution • Call Track Software • Communication Software • Computer Telephony Integration (CTI) • Contact Management Software • CRM Solutions • Digital Call Recording • E-CRM • Emergency Alert Systems • Help Desk Software 2.

Interactive Voice Response (IVR) Technology • Open IVR Software • Phone System Auto Dialers • Predictive Dialing • Programmable / Soft Switches • Remote Access Software • Soft Phone • Telecommuting Software • Text to Speech (TTS) Software • Voice Messaging • Voice Recognition • VOIP • Windows Over Web

Answering Service Software

Answering service software is software that provides answering service systems to customers

Telephone Answering Service Applications includes •

Account Status

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Locator Services

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IVR Outsourcing Services

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Shipment Tracking

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Employee Testing/Studies

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Customer Surveys & Loyalty Programs

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Market Research

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Payroll Services

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800 Service Voice Mail

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Claims Reporting

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Emergency Notification

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Credit Collections

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Mortgage Marketing

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Charitable Contributions

ACD (Automated Call Distribution) ACD facilitates controlling the distribution of telephone calls coming into the department. ACD systems are call routing utilities for incoming calls and can be even used to route calls originated by the predictive dialer to the next available agent. The staff log in/out of the ACD system as they are available, and the system answers the calls and distributes them. When staff are unavailable, the ACD systems holds a call in queue and then forwards it to the first available staff member. Automatic call distribution is ideal for areas where multiple staff answers a high volume of calls e.g. •

Help desk

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Appointment scheduling

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Message taking

Properly managing calls can be key in providing excellent customer service, and the ACD system provides the tools needed to optimally manage incoming calls.

Some of the tools an ACD systems offers are: • Call Type Priority The organization can customize the way its staff answers calls using several variables, including the caller’s location (on-campus or off-campus, local or long distance) or the purpose of the call (help assistance, appointment scheduling).

• Customizable Queue The organization can record Custom Announcements that callers hear when their call is answered or while they are waiting in the queue. It can also add the Music on Hold feature.

• Training Supervision Supervisors can monitor calls to support employees and evaluate performance.

• Call Metrics The system can capture call statistics (e.g., call volume, length of calls, time in queue, etc.) on a scheduled or an ad hoc basis, allowing further managing the staffing and calling flow. Almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service bureaus (that may be handling infomercials or direct marketing campaigns) and government agencies.

Call Center PBX PBX is an acronym for polymer bonded explosives. It is also called private branch exchange. It is a small telephone system within a call center that switches calls between call center agents on local lines allowing all users to share a certain number of external phone lines. The main purpose of the PBX system is to save the cost of requiring the number of telephone lines used in an enterprise.

PBX includes: •

Telephone trunk (multiple phone) lines that terminate at the PBX

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A computer with memory that manages the switching of the calls within the PBX and in and out of it

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The network of lines within the PBX

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Usually a console or switchboard for a human operator

Features of PBX •

Even load distribution

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Skill based call routing

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Self managed agent presence

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Queue optimization

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Overflow queues

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Protected queues

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Call waiting signals

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Custom on hold information

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Real time monitoring

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Queue logs

Functions of PBX PBX performs three main functions: •

Establishing connections (circuits) between the telephone sets of two users.

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Maintaining such connections as long as the users require them.

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Providing information for accounting purposes

Call Recording & Call Monitoring Solutions Call recording and monitoring solutions help to train the agents and improve customer service. They are designed to be a complete call center solution including Predictive Dialing, ACD, IVR, and Digital Voice Recording. Call recording plays a significant role in the call centers and help monitor agent performance while performing quality assurance tasks. Order entry verification and confirmation can be easily accomplished when the calls are recorded. Call centers can thus, record and retrieve phone conversations in real time. The recording can be customized to meet virtually any set of business rules. The call recording and monitoring systems are very scalable and flexible Windows-based voice recorders live monitoring and archiving systems. Besides being fully prepared for all current and future needs, they offer superior voice recording quality and huge recording capacity by effectively using this software system the organizations can manage:

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Complete contact management

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Call history

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Order entry

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Literature fulfillment

The features of call recording and call monitoring can also be added to the Computer Telephony (CTI) Soft phone and API library, allowing application programmers to embed call recording and retrieval features in existing PC, Linux/Unix, or Web applications. Call recording can thus, be a standard feature within any existing application that requires a phone interface.

Features of Call Recording and Monitoring Solutions •

Call Center recording, logging and monitoring

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Quality and service assurance

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Verbal transaction recording:

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agent training and efficiency improvements

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follow up information

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Financial and stock dealing

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Telephone order applications

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Superior voice recording quality

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Encrypted and access secured voice file storage and playback

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Fully configurable recording parameters

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Built in phone book with import facility for your relational database

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Local and/or LAN/WAN call playback and monitoring

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Advanced user, application and security / access management

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Automatic multiple hard disk content and capacity management

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Extensive search, filter and storage marking capabilities

Call Track Software Call Tracking Software is software that automates the process of receiving and responding to customer phone calls.

Benefits of Call Tracking Software •

Effectively eliminate calls from falling through the cracks and reduce the number of unresolved calls

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Log calls easily through a Windows interface or Web interface.

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Increase service levels by resolving calls faster.

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Decrease the number of calls received by your call center.

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Provide 24/7 customer support.

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Automatically escalate issues or notify agents of important changes or details.

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Provide faster response time to customer calls.

Communication Software Communication software is software that makes it possible to send and receive data. It is

also called AT Command Set. It is a powerful software infrastructure solution that offers end to end communication needs. It coordinates the information flow between interconnected components in the multitude of networks that are ubiquitous in life: the Internet, the telephone network, wireless systems and pagers, banking networks, distributed databases, etc. It also allows call center agents to operate efficiently through convenient and reliable Internet access to the information and applications they need.

Communication Software includes: •

Instant messaging is the act of instantly communicating between two or more people over a network such as the Internet.

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Electronic mail, abbreviated e-mail or email, is a method of composing, sending, and receiving messages over electronic communication systems.

CTI Software Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

Features of CTI Software •

Launch PC/WEB applications - Specific PC, Unix or Web applications can be automatically launched using the telephony software based upon data provided by your phone system.

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Caller Identification (Caller ID or ANI) - Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call.

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Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.

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Vital information collected by the phone system from the caller can be passed to the application. The computer telephony integration software manages this process and free agents to be more productive.

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Any phone number can be pointed or clicked in the computer database or Soft phone. The telephone then dials the call - a must for maximizing the productivity of outbound telemarketing or call center service desks.

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CTI software system allows to generate real time reports and graphs. This important measuring system helps you observe and control the performance of call center and phone system with clear and meaningful displays. Graphs and charts of operational statistics let you measure the effectiveness of each user and campaign. Reports and graphs include both inbound and outbound statistics.

CTI Software Computer Telephony Integration (CTI) is the advanced technology that serves as the focal point of the working of modern call centers. It integrates the organization's computer and telephone systems and the facilitates effective applications to make every phone call, inbound and outbound.

Features of CTI Software •

Launch PC/WEB applications - Specific PC, Unix or Web applications can be automatically launched using the telephony software based upon data provided by your phone system.

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Caller Identification (Caller ID or ANI) - Information from the existing caller database appears on-screen when the telephone rings and remains on the screen during the call.

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Called Number Identification (DNIS) - With each call, special campaign information can be displayed from the application based upon the number dialed by the caller.

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Vital information collected by the phone system from the caller can be passed to the application. The computer telephony integration software manages this process and free agents to be more productive.

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Any phone number can be pointed or clicked in the computer database or Softphone. The telephone then dials the call - a must for maximizing the productivity of outbound telemarketing or call center service desks.

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