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computer telephony software predictive dialer

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DSC Tech Library

Contact Center Software

telecommunications software solution This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products. DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.

The following article presents product or service information relating to contact centers and customer service help desks.

Building a Business Case for Contact Center IT Investment

Page 5


Voice of the Customer.

The best way to challenge “what everybody knows” is through Voice of the Customer (VOC) methods. The VOC is a strategy and system for continually tracking and updating customer requirements.

There is a broad array of techniques that can help an organization collect external customer input, assess and prioritize the requirements that emerge from this input, and provide ongoing feedback to the organization. VOC tools include market research methods, requirement analysis concepts, and data mining technologies, such as data warehousing and Online Analytical Processing (OLAP).

Yet, when building a business case, it’s important to strike the right balance with a VOC approach. Getting too involved in VOC methods at this early stage can lead to “analysis paralysis.” On the other hand, presenting some well conceived VOC inputs can really bolster a business case.

From our experience, customer surveys are a good, lightweight way to incorporate VOC into your business plan without getting in too deep. Here are some pointers to keep in mind when using them:

  • Customer surveys can be an important way to determine the proper drivers of customer satisfaction.

  • Customer surveys can be difficult to execute, however, because customers are usually better at describing what they don’t like rather than what do they like.

  • Translating what the customer says into meaningful customer requirements is at least a two-stage process. The first stage involves transforming what the customer is saying into statements that have direct meaning for the business. From there, one can more easily decipher the actual customer requirements.

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CRM Contact Center Software

telecommunications software solution 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.