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What Are the Differences Between an IP Telephony Network and the PSTN?
IP telephony (Internet Protocol telephony) uses the internet to deliver calls as packets of data on shared lines. Also know as VOIP it is the real-time transmission of voice signals over the internet or private data network.
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What Is Automatic Call Distribution (ACD) and How Does It Improve the Efficiency of Inbound Call-Management?
Automatic Call Distribution can be summarised as a portfolio of call management features that work seamlessly to deliver inbound calls to the call centre agent that is best placed to deal with the call. When you consider the costs associated with the operation of a contact centre within a very competitive marketplace, it is of critical importance to maximise the efficiency of the contact centre. The summaries below provide an indication of the type of Automatic Call Distribution features are available in the marketplace today, along with the type of efficiency savings that contact centres can expect to make by using them.
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Predicted Diallers – Hosted vs Premise Solutions
Outbound contact centres rely heavily on dialler technology to significantly increase their operational efficiency, and the most commonly used dialler in modern call centres is the Predictive Dialler.
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How Does Your Customer Profile Impact When You Should Call Them
The profile of your customers is of significant importance when considering the best time of day at which to try and contact them. We are all individuals that have individual circumstances, and there will never be a situation where a contact centre could gather information on an individual that would guarantee that they would be available to pick up a call at a particular time, however, it is possible to use information that is readily available to profile customers into groups in order to understand when it is more likely that an individual will pick up a call. A campaign manager really cannot afford to neglect the importance of considering the calling profile of a customer, because doing so can make such a difference to campaign success.
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