UK and IrelandTechnology
Welcome to the Technology subject, the available knowlege bank articles are displayed below.
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Asynchronous Transfer Mode (ATM)
Asynchronous transfer mode (ATM) is an electronic digital data transmission technology. ATM is implemented as a network protocol and was first deve… View
Automatic Call Distributor (ACD)
Automatic Call Distributors (ACDs) have been around for a long time now, however, they still remain the basic building block in all call centres to… View
Basic Rate Interface (BRI) - ISDN
The entry level interface to ISDN is the basic rate interface (BRI), a 144 kbit/s service delivered over a pair of standard telephone copper wires.… View
Broadband ISDN (B-ISDN)
In the 1980s the telecommunications industry expected that digital services would follow much the same pattern as voice services did on the public … View
Call Recording
Customer contact recording is increasingly on the agenda for organisations' overall CRM (Customer Relationship Marketing/Management) strategy, … View
Computer Technology Integration (CTI)
"Computer Telephony Integration (CTI) is the functional integration of business software and telephone based communications." It allows o… View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
Integrated Services Digital Network (ISDN)
Integrated services digital network is a set of communications standards enabling traditional telephone lines to carry voice, digital network servi… View
Interactive Voice Response (IVR)
Interactive Voice Response or Recognition (IVR) View
Internet Protocol (IP) Platforms
IP technology has, and is continuing to impact on the contact centre. Before the Internet boom (and therefore the mass use of web and email) these … View
Predictive Dialling
A Predictive Dialler is a system that automatically dials outbound telephone calls from a pre-determined calling list. The dialler presents an … View
Predictive Dialling ROI
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve product… View
Primary Rate Interface (PRI) - ISDN
The other ISDN service available, along side BRI, is the primary rate interface (PRI), which is carried over an E1 (2048 kbit/s) in most parts… View
Public Switched Telephone Network (PSTN)
The public switched telephone network (PSTN) is the network of the world's public circuit-switched telephone networks, in much the same way tha… View
Queue Busting Technology
When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View
Resolved Live (RL)
Also referred to as 'First Contact Resolution', 'Right First Time' or 'One and Done'. View
Screen Pop
A CTI facility for call centers that provide integration between a telephone system and an agent's PC, a screen pop is used to display informat… View
Software as a Service (SaaS)
Software as a service sometimes referred to as "on-demand software" supplied by ISVs or "Application-Service-Providers" (ASPs),… View
Speech Recognition
Also known as Voice Recognition View
Technology (Competency Definition)
Has a broad understanding of technology and its impact on business, customer, workplace and workforce. Has an understanding of basic terminology an… View
Telephony Application Programming Interface (TAPI)
The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs ru… View
Turret
A turret is the name for an ACD telephone handset which is used by a call centre agent. … View
Unified Communications (UC)
Unified communications is the integration of real-time communication services such as instant messaging (chat), presence information, telephony (in… View
Voice over IP (VoIP)
VoIP is 'using data network technologies and infrastructures as a medium for carrying real time voice communications' - this also applies f… View
Voice Recognition
Also known as Speech Recognition View
Workforce Management (WFM)
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View