A menu of contact options

As part of customer relationship management market, the call center environment has grown to include a broad range of telephone, computer and Internet technologies. Any list of these systems would probably be incomplete, but the most widely used technologies are:

n Automatic call distributor — A computerized system that routes incoming calls to the next available operator or agent.

n Interactive voice response — An automated answering system that provides a menu of choices and responds to voice or keypad entries from the caller. When integrated with databases, the systems give callers access to personalized information such as account balances.

n Computer telephone integration — A technology that links the call center's telephone switch to a computer or server, enabling coordinated voice and data transfers.

n Web or Internet chat — Real-time text-based conferencing via the Internet.

n Voice over IP — A technology that enables people to make telephone calls via the Internet.

Featured

  • Cybersecurity
    CISA chief Chris Krebs disusses the future of the agency at Auburn University Aug. 22 2019

    Shared services and the future of CISA

    Chris Krebs, the head of the Cybersecurity and Infrastructure Security Agency at DHS, said that many federal agencies will be outsourcing cyber to a shared service provider in the future.

  • Telecom
    GSA Headquarters (Photo by Rena Schild/Shutterstock)

    GSA softens line on looming EIS due date

    Think of the September deadline for agencies to award contracts under the General Services Administration's $50-billion telecommunications contract as a "yellow light," said GSA's telecom services director.

  • Defense
    Shutterstock photo id 669226093 By Gorodenkoff

    IC looks to stand up a new enterprise IT program office

    The intelligence community wants to stand up a new program executive office to help develop new IT capabilities.

Stay Connected

FCW INSIDER

Sign up for our newsletter.

I agree to this site's Privacy Policy.