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CRM Success: Call centre technologies you should be aware of

CRM Success: Call centre technologies that can empower your CRM to work more effectively

For a better performance of a Customer Relationship Management system, several Call Centre technologies are integrated. Different technologies are used to manage the large volumes of work delivered to the marketing, support and service teams. These technologies also ensure that agents become as productive as possible, and that calls can be queued and processed as quickly as possible, resulting in good levels of service. Automation of processes and reduction of manual tasks will further enhance the productivity and profitibility of the organization.

Some of the tools and technologies you must be aware of:

  • Automatic Call Distribution (ACD)
  • Agent performance analytics
  • Computer Telephony Integration (CTI)
  • Enterprise Campaign Management
  • Outbound predictive dialler
  • Customer Relationship Management (CRM)
  • Customer Interaction Management (CIM) solutions (or ‘Unified’ solutions)
  • BTTC (best time to call)/ Outbound call optimization
  • Interactive Voice Response (IVR)
  • Guided Speech IVR
  • Email Management
  • Chat and Web Collaboration
  • Desktop Scripting Solutions
  • Outsourcing
  • Third Party Verification
  • Text to speech (TTS)
  • Workforce Management (WFM)
  • Virtual queuing
  • Voice analysis
  • Voice recognition
  • Voicemail
  • Voice recording
  • VoIP
  • Speech Analytics

You may not be using all the tools or call centre technologies together, as a part of your CRM initiatives. But, based on the need of the business process, your consultant will guide and implement the relevant tool into your business process.

Naga Darshan J
Darshan is a CRM Strategist, Entrepreneur, Author and Business Coach. He heads the sales and marketing for Rapid GPRS and has been instrumental in transformation of several businesses.

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