Call centers
Contact centers
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| The system of an effective feedback with the consumer of goods and services (customer) or supports, promotions of different actions, social polls, votes
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| In tabs data on call centers are provided in Russia below and also unique information on the companies integrators projects.
We invite the companies to register the systems and projects in TAdviser.
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In the general context, the concept of creation of Call Center/Contact Center is on a joint of technology of customer relationship management (CRM) and technology of computer and telephone integration (CTI) and is aimed at increase in efficiency of the organization due to ensuring the personalized customer service at the highest level irrespective of the place and a method of contact. By information technologies:
- Call Center is the center of processing of telephone calls which principle of creation is based on routing of calls of agents by certain rules which are developed in the company and allow to service qualitatively and effectively clients, and also maintenance of queue of calls that gives the chance to clients not to hear a busy signal.
- Contact Center does not limit clients in methods of obtaining information and fixes the messages which came on any communication channels. It is capable not only to accept and process the requests arriving by phone but also to use a regular mail, facsimile and mobile communication, the Internet, the SMS, etc. for contacts with clients.
The main the directions of development of the industry of customer service, according to Genesys Laboratories:
- Moving to clouds: the companies which for the first time applied cloud computing seriously began transition in 2012 – for two years earlier, than it was predicted. Now, business of all sizes in all industries accepts clouds as the standard.
- Self-service in contact centers: people were bothered by the bad IVR systems – unless it is possible to blame them for it? Call centers will use Big Data and intellectual analytics for the best organization of call processing. It will help to set more perfect model of self-service, customer-oriented.
- Growth of mobility and mobile applications: customer service via personal devices is expanded by possibilities of call center. The number of business applications will increase, bringing mobile communications to the cross-data link layer.
- Service in social networks: in 2014 the companies closely will be engaged in this direction, contacting all to a large number of clients on the channel preferred by them.
- Increase in volumes of Big Data: adding of information, such as mobile phone numbers and the preferred channels of message exchange, to the data which are available in call centers will stimulate and optimize customer service.
- Service on all channels: preserving of a context of customer interaction in different channels in the available and personalized type, and also its pro-active use, will transfer customer service from discharge of "all-channel", multi-channel in discharge.
- Merges and absorption: this year the activity on merger of companies, working at the market of customer service will proceed, and, respectively, improvement of technologies of consumer service will follow.
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Шаблон:Glavnayatekhnologiya
