Automatic Call Distributors (ACD)
Routes high volumes of incoming calls to ensure even and timely distribution to the best resource able to handle a particular customer's call. With automatic call distribution, your call center can manage peak calling times by forwarding customers to the next available or qualified agent or by providing self service and call-back options.
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) -- for speeding up call transaction times and providing higher levels of quality service to your caller. CTI creates a seamless connection between your computer database and telephone system, providing your agents with instantaneous caller information to better service the customer.
This integration is commonly available in two forms: TAPI and TSAPI. Telephone Application Program Interface (TAPI) is a Microsoft Windows feature that allows you to use your personal computer as an enhanced telephone or provides interconnection with Contact Managers like ACT!, Goldmine, Sidekick, and more.
TSAPI or Telephone Services API is a Novell feature which allows integration of an entire network to the phone system.
Both types of APIs are interfaces which define the functions of the phone system and network, how they can communicate, and the commands allowed. Both interfaces require hardware and software to make it work. Both Panasonic and Toshiba phone systems are TAPI compliant and only require a serial data interface for each PC you wish to utilize CTI on. Call us for more information. It is easier than you think!
Digital Subscriber Line (DSL)
An alternative to ISDN or analog service, a Digital Subscriber Line (DSL) is ideal for businesses that need the power to download large files quickly. DSL transmits information at speeds up to 50 times faster than a 28.8 KBPS modem and is perfect for accessing high-resolution graphics, CAD/CAM documents and audio/video files. With DSL modems, you can access a corporate network, explore the Internet, or send and receive faxes -- all simultaneously on the same line.
Digital Transport Service
Specifically designed for digital PBX access, SBC's Digital Transport Service (ADTS) links your premises to your Ameritech central office, providing the enhanced communication reliability, quality, and security of digital service. Because ADTS gives you the functional equivalent of 24 PBX lines in one digitally formatted T1/DS1 access line, it is a money-saving alternative for companies that conduct both voice and data transmissions.
DS3 Service
A high-capacity, fiber-optic service, DS3 is ideal for consolidating private line services for high volumes of voice, data and video traffic into a central site. DS3 is available as a single unchannelized service (45 Mbps), or as a channelized service with 28 DS1 channels of 1.544 Mbps each. Its versatility is well suited for data-intensive uses or channelized transport for private networks. SBC's DS3 Service enables you to take on advanced technology applications including massive transaction processing and bulk data transfers, complex graphics imaging, disaster recovery links, data archiving and much more.
Interactive Voice Response (IVR) Systems
Helps automate and improve your company's image, while saving both time and money. IVR automates the retrieval and processing of information by phone by allowing callers to use their touch-tone keypad to receive information or place orders. Used on the front-end of an ACD, IVR asks questions to help route the call to the right resource or perform a database look-up. IVR can also capture and share valuable information with your customers when personnel are not available, such as during non-business hours.
—Control Costs
—Increase Flexibility
—Staff Efficiently
—More Caller Options
—Enhance Your Service
—Adapt to Changes
Increasingly, call centers must offer top-notch customer service, while continuing to reduce overhead costs. Interactive Voice Response (IVR) technology can help you reach this seemingly impossible goal by automating routine functions. While reducing the number of calls that go to agents, IVR provides callers with the "anytime, anywhere" service they've come to expect.
Accessing information by touch-tone telephone, customers can interact with your business, through an IVR system, from anywhere in the world. IVR is a call center technology that routes calls and handles transactions without using a human agent, or collects caller information and delivers it to an agent for further processing. This enables you to provide better customer service by allowing simple call transactions to be completed by the customer or speeding up the handling of more complex transactions.
An IVR system can ask questions that help route calls and enable more intelligent call processing. Using a recorded or synthesized voice, the IVR system prompts the caller to enter information on the telephone key pad. Based on the caller's selection, the IVR system will:
—Retrieve and communicate database information to the caller
or
—Route the call to the appropriate human agent to complete the transaction
It can also answer routine inquiries that expend valuable agent time, such as account information, hours of operation, locations and directions. With an IVR system, your call center staff can focus on more complex transactions of callers who need or request a human agent.
Key Systems
4 to almost 600 users can communicate internally and externally. Users can take advantage of a full range of enhanced voice features including voice mail, conference calling, automatic route selection, call center and wireless capabilities (options depend on manufacturer and model). . Telephone sets have an easy-to-read LCD panel and flexible function buttons, and can be modified or relocated as your business needs change. This is the product type that CDS specializes in. Contact us for a free consultation.
PBX Systems
A PBX system supports up to 10,000 users, and can simultaneously process data, voice, text and graphics. Comprised of state-of-the-art digital switching equipment and advanced software program control, these systems offer hundreds of advanced voice features, data connectivity options and networking capabilities
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