Call center also can be named customer service center. It builds a information exchange platform for companies and customers by voice, fax, Email, SMS and other switch-in medium. It improves the efficiency and the service quality for the companies.
The architecture of the call center software system is just like the diagram above. The main functions include:
IVR: Interactive Voice Response. It equips the flow editor with the IVR flow.
ACD: Automatic Call Distribution. It can distribute the coming calls to the agents according to certain rules. If all the agents are busy, it can lead the coming call outside in the queuing system.
TTS: Text To Speech technology. It can transform the text into the corresponding audio file.
Artificial Agents: Agent software provides call-screen bomb, coming call, calling out, call-holding, call-transferring, three-way call, hangup, monitoring, intercepting, dismantling, cutting in and many other control functions of telephone traffics.
Voice Mail: Customers can leave the massage to the agents.
Black and White lists: it is the managements of black list and white list.
Real-time Monitoring: it can real-time remote monitor both the status of system and agents, and start or stop the services.
Quality Testing of Recording: it can report all the agents’ recording and the details of their communications, and provide the functions of searching, looking up and downloading the recordings.
Report Statistics: the coming and out call statistics, queuing statistics, the statistics of agents’ work, business statistics.
Knowledge Base: it provides the lookup functions of the content of the knowledge base, and the management of its catalog and files.
Business Management: the management of customer information, and the management of customer business.