DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
The following article presents product or service information relating to call centers and customer service help desks.
Online B2B Payments
The following is an extract from the article "Survey: B2B Payments Moving Online" by Kimberly Hill from CRM Daily:
"An overwhelming majority of business-to-business (B2B) transactions still occur on paper -- about 80 percent. But companies are moving quickly to change that, according to a recent survey conducted by MasterCard and spend-management software vendor Ariba .
Larger enterprises, in particular, are moving toward electronic invoicing presentment and payment (EIPP). Two-thirds of enterprises with annual revenues over US$500 million now use some form of the technology.
About 9.58 billion transactions will take place between companies this year, according to the survey report. Only 20 percent of those will occur electronically. In 2010, however, about 50 percent will be routed through EIPP systems.
Larger Enterprises Lead
The survey was conducted at Ariba's user conference in May. All 105 respondents represented companies above the $500 million revenue range, and most worked with enterprises with over $2.5 billion in annual revenue.
Two-thirds of the respondents indicated that their company currently uses some form of EIPP. Well over half -- 62 percent -- reported using either electronic data interchange (EDI) or non-EDI electronic payment technology to make payments to suppliers. Just over one-third said that they receive payments in this manner.
More than half of the survey participants said reduced processing time and resulting lower costs are the primary benefits of using EIPP...."
To view the entire article, visit www.crmdaily.com.
CRM Call Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
Call Center Phone System
The PACER is a call center phone system that handles inbound and outbound calls for a wide range of contact centers. Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to your service agents. The PACER includes ACD and IVR components, plus call recording capability. Using industry standard components, the PACER phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And the PACER has predictive dialing capability that cannot be found in most of these larger phone systems. The PACER phone system can connect calls to your employees working at home or in a local or remote office. The PACER communicates with applications written on Unix, Linux, or PC servers over a LAN. For a complete product presentation, download our PACER demo.