Search results
Results From The WOW.Com Content Network
Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3] In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic ...
Call originator - (or calling party, caller or A-party) a person or device that initiates a telephone call by dialling a telephone number. Call waiting - a system that notifies a caller of another incoming telephone call by sounding a sound in the earpiece. Called party - (or callee or B-party) Caller; Calling party; Conference call (multi ...
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call. [citation needed] For inbound calls, the data displayed typically contains call information such as: Caller ID ...
An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from ...
A dialer automatically inserts and modifies the numbers depending on the time of day, country or area code dialed, allowing the user to subscribe to the service providers who offer the best rates. For example, a dialer could be programmed to use one service provider for international calls and another for cellular calls.
Calls to such numbers are forwarded to the customer's PBX via the trunks. As calls are presented to the PBX, the dialed telephone number is signaled to the PBX with Dialed Number Identification Service (DNIS) using a prearranged, usually partial format, e.g., the last four digits.
Call processing in this sense may include the initial greeting of the call (perhaps time-of-day or other factor dependent) to routing the call based on dialed digits or lack thereof. The automated treatment may include routing the call to an Interactive Voice Response System (IVR) , sending the call to a voice mail system , queuing the call ...