Technology

Call center technology is a requirement for today's modern contact center and teleservice agency.  The right technological infrastructure will make the difference in a contact center's functionality. The right technology can speed up call processing, aid agents in serving callers, and allow new services to be offered.  The keys are to understand what technology exists, how it can be of benefit, and the steps to procure and install it.

Does Your Text Analytics Tool Make Sense of “Slanguage?”

Real-Time Multilingual Chat for the Call Center: Engaging the Global Market

Improving Crisis Management in Call Centers Using Desktop Integration

Element-Based Information System Revitalizes Online Help and Documentation

IMS Paves the Way for Virtual Call Centers

Its 3 AM - Do You Know Where Your Data Is?

False Alarms and Other Considerations

Redundancy Solutions Maximize Call Centers Uptime

How to Optimize Skills-Based Routing Using a Virtual Queue

Call Center Automation

Power Quality Issues Cause Computer Problems

The Virtualization of the Call Center

Let Your Next System Upgrade Be Your Last

Self-Service Gets its Voice

"If You Know Your Party's Extension…"

Simplifying Data Storage Using a Backup Appliance

TTY/TDD Service

TTYs in Today's Call Center

Communication Servers

Wireless Text Messaging, Part 2

Wireless Text Messaging, Part 1

Power Glossary

Battery Recycling

Don't Put the Technology Cart Before the Horse

Opportunities with Fax-to-Email Conversion

Also see our Internet, Software, and Telephony sections.