Professional Documents
Culture Documents
Epiphany
eGain
Kana Communications
Oracle Systems / Siebel
Call centre technology
Telephony infrastructure
Call switching eqpt
ACD
IVR related Functions:
Locating
Surveying
order processing
outbound applications
call transfer
after hours messages
on hold messaging
voice mail
caller ID
reporting
Factors to be considered for buying IVR
ACD
agents & supervisors
methods –
direct dept calling
uniform call distribution
expert agent distribution