CONTACT CENTER TECHNOLOGY

Abstract

Contact center consists of people, organizations and infrastructure. The paper that follows presents an overview of devices and services that make contact center. Some basic unit dealing with call routing before the call arrives at the system. However, Automatic Call Distributor and Interactive Voice Response are the basis of all. Menus can be selected by pressing keys or using speech recognition. Computer telephone integration is very important because make it possible that operator sees all data of the customer, call dialer dials telephone numbers of clients with which operators need to talk and universal order establishes order in channels of communication. In order to contact center works without problem, it needs certain applications, knowledge base, as well as system of protection and backup. Managers make reports based on the obtained data.