Web Enabled Call Center
The Introduction
| The concept of web-enabled and Web based call center has taken the industry by storm. With the advent of CTI or computer-telephony integration (CTI) the future of web enabled call center looks promising. The reduced call volumes and handling times offer the next level of customized services.
The emerging trend of e-commerce and Internet the use of the Internet as a delivery channel has sparked the development of new CTI applications that offer tremendous opportunities to call centers.
The Internet provides for a more complete alternative by supporting a full range of transactions, almost regardless of their complexity. As its popularity continues to increase, its impact as a delivery channel will improve dramatically and may finally begin to stem the tide of demand for live agents. To ensure that the needs of all users are met, websites must be integrated with the call center, giving customers a full range of options without completely eliminating the valuable personal touch.
A web enabled call center improves the e-commerce initiatives by offering high quality customer service. Various features offered by Web enabled call center are:
Email Management helps in managing high volume of e-mails. It can manage the e-mail directed to company mail account and produced on website. The incoming messages are then, tracked and replied by automated message acknowledging the receipt of mail.
Web Pop pops up automatically and displays client information such as website, web page/script or intranet to CSR software.
Web Callback is another golden feature that enables a call back facility for the visitors on clients' websites by a simple process of clicking and entering the name, telephone number and suitable timings for call.
Web Chat assists the arriving visitors in having a LIVE, interacting text chat on clients' website. It helps in quick and prompt resolution of customer queries or services issues.
Web Push let guided navigation on CSR enabled on client's website.
The Introduction
| The concept of web-enabled and Web based call center has taken the industry by storm. With the advent of CTI or computer-telephony integration (CTI) the future of web enabled call center looks promising. The reduced call volumes and handling times offer the next level of customized services.
The emerging trend of e-commerce and Internet the use of the Internet as a delivery channel has sparked the development of new CTI applications that offer tremendous opportunities to call centers.
The Internet provides for a more complete alternative by supporting a full range of transactions, almost regardless of their complexity. As its popularity continues to increase, its impact as a delivery channel will improve dramatically and may finally begin to stem the tide of demand for live agents. To ensure that the needs of all users are met, websites must be integrated with the call center, giving customers a full range of options without completely eliminating the valuable personal touch.
A web enabled call center improves the e-commerce initiatives by offering high quality customer service. Various features offered by Web enabled call center are:
Email Management helps in managing high volume of e-mails. It can manage the e-mail directed to company mail account and produced on website. The incoming messages are then, tracked and replied by automated message acknowledging the receipt of mail.
Web Pop pops up automatically and displays client information such as website, web page/script or intranet to CSR software.
Web Callback is another golden feature that enables a call back facility for the visitors on clients' websites by a simple process of clicking and entering the name, telephone number and suitable timings for call.
Web Chat assists the arriving visitors in having a LIVE, interacting text chat on clients' website. It helps in quick and prompt resolution of customer queries or services issues.
Web Push let guided navigation on CSR enabled on client's website.
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