DSC Tech Library
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
BUSINESS CASE TIP #7
Data, Data, Data.
In the real estate market, the watchwords are
“location, location, location.” For contact
center IT projects, the watchwords are “data,
data, data.” The reason is that whenever you
get involved in contact center IT projects of
any sort, especially those that involve optimization,
the discussion inevitably turns to
the topic of the sources and uses of data. In
general, projects of this sort typically involve
gathering disparate data and dealing with
issues of the lifetime, integration, and
normalization of the data. Paying careful
attention to the issues of data from the
project’s inception will pay dividends in the
long run as they are a key ingredient to developing
an understanding of the project scope.
Especially important is defining the role of
real-time, near real-time, and historical data
as it relates to your contact center IT project.
Real-time (sub-second) data is important for
delivering live metrics across all levels of the
contact center, as well as when integrating
contact center applications. Real-time data
delivery is underpinned by a middleware
infrastructure of some sort, such as that
provided by Inova LightLink™.
Near real-time data is that which flows from
a continuously updated database or over the
web through a browser, via web services, and
the like. Fast as these platforms are they are
not geared for sub-second delivery of data
across the enterprise but rather for what is
known as on demand delivery of data, which
at its best usually means at least 10 seconds
of delay. This sort of delay isn’t critical in
many enterprise applications, but in a contact
center operation where agents are scheduled
on 15 minute intervals and are expected to
react in split-second time, such a delay can
adversely affect the business processes.
When shown side-by-side with real-time or
near real-time data, historical data provides
context. By pairing the two, you can see what
is currently happening compared to what has
happened in the past.
In general, it’s important to ask yourself questions
like these regarding data:
Our experience has shown that these questions
about data are among the most critical
you can ask because their answers can have a
profound effect on the cost and the ultimate
efficacy of a contact center IT project.
- Is the data readily available?
- Does it require a standard or proprietary
- What are the costs of accessing and integrating
- What are the mapping/normalization issues
- for example, is one set of data organized
by ACD skill group and another by workforce
- Does the available data meet the project’s
requirements and stated goals - e.g., delivering
KPIs in real-time?
- What data delivery infrastructure is most
appropriate to support the underlying business
CRM Contact 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.