CRM Modules Explained, Call Centers and Voice Recognition, Hosted Contact Center Technology, Philippine Call Centers in 2011

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CRM Modules Explained, Call Centers and Voice Recognition, Hosted Contact Center Technology, Philippine Call Centers in 2011

Soffront runs one of the more useful company blogs dealing with the CRM space, it has information that is actually quite useful even if you don’t buy their products. Shocking concept, yes, but a welcome, refreshing difference from the usual dreary “this problem can only be solved by using our Acme CRM...” approach.

Company officials note that most companies who are finding success with their CRM are using what amounts to an integrated customer relationship management  approach to automate their business processes. And yes, Soffront can help you with that, but so can a lot of other companies.

A recent entry on the company blog does a good job highlighting the different basic modules you’ll want to understand. These are as basic as CRM tools get, if you’re doing CRM at all you should be familiar with them.

Recently VoltDelta officials gave a summation of some compelling reasons why businesses interested in expanding their call center options and functionality should be looking at voice recognition, specifically VoltDelta’s OnDemand voice recognition resources.

Good products in the field combine up-to-date speech science, experienced Voice User Interface (VUI) design and technology for engaging and effective voice self-service. VoltDelta, for example, can provide “multi-channel support such as SMS messaging to confirm a speech response, call recording, and whisper on agent transfer to avoid repeating steps,” company officials say.

They point to a few specific features potential buyers of such technology should be aware of:

CrystalWAVE. This is the Crystal Weighted Average Voice Evaluation technology, using multiple, simultaneous grammar evaluation techniques with context sensitivity to improve recognition accuracy while reducing speech tuning requirements.

Five9, a popular vendor of hosted call center tools and products, recently presented a good overview of the company’s technology using a Q&A format to reflect some of the most common questions companies have when considering a switch to such technology:

What are the basic requirements of an at-home agent?

At-home agents using the Five9 Virtual Call Center Suite only require a computer with high-speed Internet access and a USB headset.

How do you handle planned down time? Our need is for 24x7 availability.

Five9 is available 24x7, including support, with one exception. Five9 reserves a maintenance window from 9-10pm on Wednesday and Saturday nights. Though this window is not always used, if uptime is critical during this period, alternative call processing is required.

The Philippine call center industry grew in 2011, whereas many other industries can’t say they did. Why did call center do well? Simple – people realized that if you need something you need it. And if it’s genuinely useful to business, they’ll spend the money for it.

In fact, the country’s all-important call center industry saw growth of over 20 percent in 2011, on the back of health care and finance-related services expansions, according to industry journal BusinessWorld Online.

Contact Center Association of the Philippines (CCAP) Executive Director Jojo J. Uligan told BusinessWorld that an “upbeat outlook” for 2011 and 2012 is being retained, “given opportunities in English-speaking markets beyond the United States and a move toward knowledge-intensive services.”

That’s usually the terminology for seeking to expand into more Business Process Outsourcing services instead of simple call center work.



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