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C@LL CENTER Solutions covers two main areas of customer
interaction -- telephone and Internet contact. Yes, there are obviously other ways to get
in touch with a company: you could walk in its doors (as in you walk into a bank and speak
with someone), you could send a strongly worded letter (or fax) formalizing your
complaint, you could fax in your order (to Staples, for example), or, perhaps most
conveniently, pick up the telephone and call that 800 number the company has thoughtfully
provided. |
| If you're logged on, you could just hit the
company's Web page and send off an e-mail, but given the general public's lack of
computers, the prevailing mindset that companies are unable to return e-mail in a timely
fashion (this is changing) and that you have to actually be at a computer to send an
e-mail, telephone contact still wins out over other forms of customer/company
interactions, not just e-mail. That said, a
legion of products have emerged to switch, route, manage, dissect, analyze, automatically
respond to, etc., customer calls (in the broadest sense of the word). Many products aid
internal operations - helping managers schedule, train and monitor agents and simulate
call volume; or, products like headsets and ergonomic furniture that help provide a safe
and comfortable working environment; or, UPSs and industrial computers that the customer
never has any direct experience with but are implemented to ensure that when a call comes
in computer systems are running to handle it.
We have, therefore, broken down our Products of the Year
categories into externally-focused (customer-facing) and internally-focused
(company-facing) products. Throughout our Products of the Year coverage we've used blue-colored type to represent the former, while red-colored type represents the latter. Why? We're trying to erect
a mental framework or concept for you to use when you're confronted with a purchasing
decision. If you see value in how we've categorized these products, and therefore the
entire industry, then use it. If not, invent your own (and then let us know about it - ccspress@tmcnet.com).
This attempt at classification is made more difficult by
products that do more than one thing - a predictive dialer that also routes inbound calls
or a PBX that combines ACD, IVR and Web server features, for example. Where do they fit
into the schema?
This is how we decided to handle it: Customer-facing products
(Group 1) can be seen to mainly provide the "physical"
connection to the caller (inbound/outbound); while others (Group 2)
provide ways for a company to "value-add" customer interactions through
skills-based/intelligent routing, CTI screen pops, real-time data mining, IVRs, etc.
Company-facing products (Group 3) help the enterprise manage the call
center and its internal resources, while products in Group 4 provide the
backbone upon which the call center's operations rest. |
Group 1
At the most basic level this group of products provides the "physical"
inbound and/or outbound connection between customer and company. Some of these products do
more than just switch traffic; e.g., they add ACD, IVR, predictive dialing, firewall and
LAN hub to the mix. |
PBX
A private branch exchange switches calls between enterprise users on local
lines while allowing all users to share a certain number of external phone lines.
PBX Adjunct
Adds additional functionality; resides in front of, or behind, the PBX.
PC-PBX
Performs the basic functions of a PBX on a standard PC architecture using a PC,
rather than a proprietary, architecture. It uses the traditional phone wiring for
transmitting voice and the network wiring for data transmission. Can also provide
additional functionality: Web-based unified messaging, follow-me applications, voice
recognition, etc.
ATM PBX
An asynchronous transfer mode (ATM) version of a LAN PBX. Unlike a PC-PBX,
however, voice and data transmissions are via the local area network (LAN). These products
can also incorporate ACD, IVR, predictive dialing and other functionality.
- Sphere
Sphericall 2.0
888-SPHEREC
Multimedia Call Center Solution (ATM)
Provides voice and video (multimedia) access to call centers, as well as ACD,
IVR, fax server, predictive dialing, screen pop, etc.
PC-based Call Center Telephony Server
A computer designed to control, add intelligence, store, forward and manipulate
the various voice, data, fax and e-mail calls flowing into and out of a computer-telephony
system. Provides such call center specific functionality as predictive dialing, ACD
routing, IVR, etc.
Voice/Data Switch
The bottom line requirement of any voice/data switch is that it switches both
voice and data and is capable of call control and other traditional PBX functions.
Typically based on IP but also encompassing ATM voice transmission, voice/data switches
can include such features as LAN hub, router, firewall and unified messaging. An IP-based
PBX by definition is a voice/data switch.
Fax Server
A computer on a LAN that contains one or more PC fax boards. It receives
incoming faxes over phone lines, stores them on its hard disk and alerts the recipient. It
will also accept faxes from workstations on the LAN, stores them and then sends them out.
It can also be a specialized interactive system - fax on demand.
Dialing Platform
An automated method way to make outbound calls without human intervention.
Those calls are then passed to a person - this solution can incorporate progressive,
preview, predictive and interactive dialing.
Dialing Platform Add-On
Software that adds additional functionality to an automated outbound dialer.
|
Group 2
While this group of products breaks down into smaller
subsets, they all provide ways for companies to "value-add" the customer/company
interaction. While most of the products in this category "face" the customer,
they're basically invisible to them. ACD/skills-based routing products, for instance,
route a caller to the agent best-skilled/able to handle that caller's need. CTI products
that perform database lookups on the basis of caller-entered information (via touch-tone
or Web clicks) or automatically via ANI or DNIS provide screen pop information to the
agent's desktop to further assist the company in its effort to personalize the
conversation with the customer. Some
of these products, like IVRs or automatic e-mail response solutions, can be used in a
"vacuum," automating customer access to the information he or she needs. A
well-designed/implemented solution will, of course, enable the customer to "zero
out" to a live agent at any point in the transaction; it's even better if data
regarding the customer's current (and past) transaction(s) accompanies the transfer to a
live agent. This will, ultimately, save you (the company) time and money, and help make
the customer satisfied and happy. |
Small to Mid-Sized ACD
An automatic call distributor performs four basic functions: It will recognize
and answer incoming calls, query its database for what to do with that call, and then,
based on those instructions, it will send the call to an automated "please hold"
recording (or other device), and then to the next available agent. The level of
skills-based routing depends upon the sophistication of the software.
Large ACD
Same as small to mid-sized ACD, except scales to handle more calls/more agents.
- Aspect Telecommunications
Aspect ACD System With Release 7 Software
www.aspect.com
408-325-2200
- NEC America
CallCenterWorx
www.nec.com
972-550-3112
Skills-Based Routing
The term for matching the caller and his/her needs with the agent best skilled
to satisfy those needs.
- Lucent Technologies, Inc.
CentreVu Advocate
www.lucent.com
908-953-2457
- Siemens Information and Communication Networks
Resume Routing 2.0
www.siemenscom.com
800-765-6123
PC-Based/Software ACD
Performs the basic ACD functions on a standard PC architecture using a PC OS,
rather than a proprietary one.
Server-based Call Control/Routing
Call control describes the transferring, conferencing and answering of
telephone calls; routing refers to skills-based routing; intelligence is removed from the
switch to a server linked directly to the PBX.
ACD Add-On
Products which add additional functionality to the ACD.
Call Center Hardware
ACD, text messaging, IVR, PBX capabilities delivered via the manufacturer's
equipment.
Multifunction Call Center Solution
Incorporates voice and Web response, predictive dialing, CTI, skills-based
routing, IP telephony and more.
Blended Call Center
Provides integrated inbound/outbound functionality.
Call Center Software
Software that manages various call center activities from customer management
to call control.
IVR
An interactive voice response unit provides a touch tone interface to
information stored in a database.
- Brite Voice Systems
BriteConnect
www.brite.com
407-357-1000
- Computer Communications Specialists, Inc.
FirstLine Encore
www.ccsivr.com
770-441-3114
Web IVR
Similar to an IVR, a Web IVR dynamically generates HTML pages on the basis of
customer information and input from the customer in the form of clicks on hyperlinks. In
some cases these products allow you to develop scripts for a "telephony" IVR and
the Web simultaneously.
Application Generators
Software that abstracts low-level programming for the developer. This allows
them to quickly develop for multiple platforms while minimizing the learning curve.
Web Self-Service
These solutions enable customers to address their own service, support and even
sales issues, via a Web interface to your company's customer-/product-specific
information.
Hosted Online Support
Automatic E-mail Response
Intelligent software that scans the content of inbound e-mail and then composes
an automated response on the basis of business rules and knowledge you configure.
E-mail ACD
The e-mail equivalent of an ACD; enables the queuing, routing, tracking,
managing and reporting, and efficient responding to, of e-mail messages.
- eGain Communications
eGain E-mail Management System
www.egain.com
408-737-7400
- Distributed Bits, LLC
ResponseNow
www.dbits.com
312-207-1500
- Kana Communications
Kana CMS 3.0
www.kana.com
877-480-KANA
- Mustang Software, Inc.
Internet Message Center
www.mustang.com
805-873-2500
Outbound E-mail, Customer Retention
This solution enables you to create and automatically distribute surveys and
collect responses via e-mail or the Web.
Multimedia ACD
Media-independent ACD.
Web/Call Center Integration
Enabling companies to interact with their Web customers.
Internet Telephony
Voice over Internet Protocol (IP) - the use of IP networks (e.g., the Internet)
to carry voice, in this instance, and/or fax traffic.
Web Text Chat
Interaction with Web customers via the keyboard; can also include collaborative
browsing.
Web Customer Interaction Software
Automates interactions with customers that contact your company over the Web.
CRM Software
Customer relationship management software automates the customer interaction;
the information gleaned in service, support and sales interactions is made available to
the entire enterprise.
Customer Service
Customer Support
- Advantage kbs, Inc.
IQ Support Application Suite
www.akbs.com
800-AKBS-YES
- AIM (Applied Innovation Management)
Online Support Center
www.innovate.com
800-942-7754
- royalblue technologies
SupportCenter
www.royalblue.com
212-269-9000
- CustomerSoft, Inc.
ESP - The Expert Support Program
www.customersoft.com
303-784-7095
- Automated Technical Support
MOTIVE Communications
The Motive System
www.motive.com
512-339-8335
Help Desk
Sales/Marketing Automation Software
Speech Recognition
Speech Recognition, Directory Search
|
Group 3
The call center agent is the nexus of call center concerns. To be sure, automated
products are designed to lighten the load of repetitive tasks the agent is asked to
perform with the underlying idea that these agents will then be freed up to spend more
time interacting with customers - building relationships. What may happen, however, is
that as automated agents become increasingly sophisticated and can handle more
sophisticated tasks, the demand for more warm bodies in the call center will decrease. And
thus may emerge the call center professional: a highly-trained, highly-paid individual
able to exude empathy and friendly-feeling to even the most annoying customer; to handle
e-mail, voice calls and Web collaboration with equal dexterity; to sell, cross-sell,
upsell and serve with ease; to interface with the various other departments within an
organization, and, in short, become a recognized and valued member of a company. The products in this category don't face the customer; that
is, the customer has no idea they exist and wouldn't care if they did know about them.
They're designed to ensure efficient, cost-effective operations with an eye toward quality
and accountability. |
| Workforce Management Software
Logging & Recording
Monitoring
Training Products
Reporting
Customer Management Automation
Agent/Call Management
Call Accounting
Simulation
- Systems Modeling Corp.
Call$im
www.sm.com
412-741-3727
|
Group 4
This group of products, while also invisible to the customer, is of extreme
importance to the proper functioning of a call center. Middleware products, to
oversimplify, tie together internal technological and human resources so that each call,
across a variety of contact media, can be treated similarly - computer-telephony
integration is another way of expressing this kind of function. Intelligent Network
products can be used to value-add the customer's experience while the call is still in the
PSTN "cloud" (the phone network itself) before it gets through to the company's
premise. |
| Middleware
Server-Based Computing
- Citrix Systems, Inc.
MetaFrame Server-based Software
www.citrix.com
954-267-3000
- Innovative Network Technologies, Inc.
Remote Desktop
www.intlabs.com
512-266-8115
Intelligent Network
- GeoTel Communications Corp.
Network Intelligent Call Router
www.geotel.com
978-275-5149
- Genesys Telecommunications Laboratories, Inc.
Genesys Suite 5.1
www.genesyslab.com
415-437-1100
- IEX Corp.
TotalNet 4.0
www.iex.com
972-301-1300
Headsets
Furniture
- Girsberger Office Seating
Taranis
www.girsberger.com
919-934-0545
- SIS human factor technologies, inc.
Omniflex
603-432-4495
[email protected]
- Waterloo Furniture Components
"Elite" Keyboard Arm
519-748-5060
- Mode Office Systems
SMART Panel
www.modeoffice.com
800-497-9873
UPS
Remote Access
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