 | IT Happens :
January 2004
Monthly News Notice of IT Happenings |  | |
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BIO-TECHNOLOGY
Feature of the month
Telecommuting and Remote Agent Call Centre Technology
 With technology from Database Systems Corp. the concept of a virtual call center is now a practical reality. Consider having your call center workforce accepting and making calls from remote offices or even from home. Also consider having monitoring and control technology in place to make this scenario possible. Perhaps even your supervisors are working from home as well. Also consider having a phone system that answers your customer inquires on its own, but with agents available is ever needed.
The heart of a virtual call center is the phone system. PACER Predictive Dialer phone system supports call center remote agents that log in from remote offices or from home. PACER tracks each telecommuter agent separately and can route inbound calls to these agents as is they were working locally. Likewise remote agents can initiate outbound calls and PACER can even route predictive dialer calls to these same telecommute agents. This telecommuter phone system has voice monitoring capability that lets your supervisors audit the quality of the remote agents, ensuring that the service and support provided by your remote agents are of the highest standards.
IT-Quote
“ If people cannot go to where the business is, business will eventually come to where
people are”
- Prime Minister Atal Behari Vajpayee.
IT-Personality of the
Month
Sanjeev Agarwal CEO Daksh, guides and executes the overall strategic vision of building Daksh as one of the leading BPO service companies in India. He holds a bachelor's degree in Electrical Enginering and a master's degree in Business Administration. He has won the prestigious 'Ernst & Young - Entrepreneur of the Year - 2002' award (in the start-up category).
A master on the golf course, Sanjeev has also charted the course of his career like a wizard. Having spent over 19 years in telecom, information technology and networking industries, Sanjeev has extensive cross-functional experience in business development, technical support operations, conceptualizing and executing new projects and managing profit centers. His expertise can be seen in the way he has served and lead some of finest Fortune 500 companies like 3COM, Motorola and Digital Equipment Corporation. At Motorola, Sanjeev was responsible for establishing the company as an intellectual resource base and for creating a 500-man team that helped relocate Asia-wide financial systems to India.
IT Snippets
Progressive Dialing For
Outbound Campaigns
 DialVision is a Web-based CIM (Customer Interaction Management) application and Software Dialer that can be used by a call center or department to manage such interactions as inbound and outbound telephone calls, as well as interactions from the Web and e-mail.
DialVision utilizes Progressive Dialing for outbound campaigns to provide quality, zero-abandonment calls to customers and businesses.
DialVision can be used for lead generation, database marketing, financial services, publishing,B2B campaigns, fund raising, product sales, setting appointments, credit card sales, membership services, order entry and various other customer services.
(Source:
www.dialvision.com)
Interactive Voice
Broadcasting Systems
With PACER call center phone system, we can broadcast voice messages and service announcements. Phone call messages can be automatically generated using XML Push technology. Voice broadcasting system can place one call or millions of calls. Pre-recorded messages can be played to either individuals and answering machines or just to individuals informing them of emergency alerts, community events, upcoming appointments, or simply notifying them of a special marketing promotion.
Personalized information from your custom database ( such as name, appointment date and time) can be included in voice messages using Text To Speech Software. In some
Campaigns, you may only want to leave a message when contact is with an individual.
(Source: www.databasesystemscorp.com)
Web Watch
http://www.outsource2india.com
 http://www.outsource2india.com is a site that provides useful information regarding outsourcing of work to global clients. The site submits quotes of Indian service Providers to global clients and begin outsource relationship.
It gives information of new areas in outsourcing . Also latest information on following fields data entry, data conversion, inbound call centers, medical coding, XML conversion, embedded software, Internet publishing , market research and e-learning can also be had.
Outsourcing2India carries out the process of locating, evaluating , contacting and soliciting quotes from qualified Indian Service Provider.
IT Humour
A young executive was leaving the office late one evening when he found the CEO standing in front of a shredder with a piece of paper in his hand.
"Listen," said the CEO, "this is a very sensitive and important document, and my secretary has gone for the night. Can you make this machine work?"
"Certainly," said the young executive. He turned the machine on, inserted the paper, and pressed the start button.
"Excellent, excellent!" said the CEO as his paper disappeared inside the machine. "I just need one copy."
IT Quiz
1. What is an IVR system?
2. What is CRM?
IT Quiz Solutions
- IVR stands for interactive voice response system. These systems are frequently used to inquire information from computer systems using standard telephones. Based upon the type of information user is given the voice based menus that lead to desired information. Today IVR are frequently used in railway / airline enquiries, bank enquires, support for using mobile phones etc.
- CRM stands for Customer Relationship Management. This has emerged as a buzzword in service oriented industry of today. Using the CRM techniques sale and support functions for various products and services can be performed in most focused way. Today many softwares are available that help the companies to keep the customer data in various forms and react to customer needs in extremely friendly way.
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