BTTC (best time to call)/ Outbound call optimization
IVR (interactive voice response)
CTI (computer telephony integration)
Enterprise Campaign Management
Outbound predictive dialer
CRM (customer relationship management)
CIM (customer interaction management) solutions (Also known as 'Unified'
solutions)
Email Management
Chat and Web Collaboration
Desktop Scripting Solutions
Issue tracking system
Outsourcing
Third party verification
TTS (text to speech)
WFM (workforce management)
Virtual queuing
Voice analysis
Voice recognition
Voicemail
VoIP
Speech Analytics
Knowledge Management System
Electronic performance support systems
呼叫中心的專(zhuān)利
有大量的專(zhuān)利覆蓋呼叫中心技術(shù)的各個(gè)方面。該領(lǐng)域的一名早期的發(fā)明家,Ronald A Katz,個(gè)人擁有超過(guò)50項(xiàng)的早期專(zhuān)利發(fā)明。其專(zhuān)利覆蓋了免費(fèi)電話號(hào)碼技術(shù)、自動(dòng)伺服技術(shù)、自動(dòng)電話分配、語(yǔ)音響應(yīng)單元、計(jì)算機(jī)電話集成以及語(yǔ)音識(shí)別。超過(guò)100家的公司,包括AT&T、IBM、CitiBank等,使用了Katz先生的專(zhuān)利技術(shù)。
客戶(hù)優(yōu)先程度分級(jí)(Prioritization of Callers):客戶(hù)優(yōu)先程度分級(jí)是一項(xiàng)很重要的改進(jìn)。緊急電話、長(zhǎng)期客戶(hù)、確定會(huì)再次聯(lián)絡(luò)的客戶(hù)等應(yīng)給予更高的優(yōu)先級(jí)別
自動(dòng)電話號(hào)碼識(shí)別(Automatic Number Identification) : 此項(xiàng)改進(jìn)使服務(wù)代表在回應(yīng)電話前就預(yù)先知道誰(shuí)在打入電話。在接聽(tīng)電話時(shí)能直接禮貌地稱(chēng)呼打入電話客戶(hù)和提前了解客戶(hù)信息,會(huì)提高服務(wù)質(zhì)量并減少通話時(shí)間。