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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.
Contact Centers Investing More in Self-Service
The following is an extract from the article "Contact Centers Investing More in Self-Service" by Erika Morphy from Contact Center Today:
"Contact centers are investing more in self-service than in any other technology, according to new findings by the Yankee Group.
In a recent survey, the consulting firm queried small-size contact-center operations, asking about upcoming investment priorities for all their contact-center channels.
Of all the categories -- including Web self-service, interactive voice response, the traditional live phone call with a customer service rep, Web chat and e-mail -- the contact centers indicated they intend to invest more in self-service than any other contact-center channel.
"It was surprising, because self-service was prioritized even higher than IVR," Yankee Group telecom software strategies analyst Sharon Ballard told CRM Daily.
Saving Money, Adding Value
To be sure, contact centers have always maintained a healthy interest in technology that can cut the most expensive cost of all in their operations: the live rep. So in that respect, the survey results were predictable.
But certain nuances in the survey pointed to a second motivation that was just as important as the cost driver, Ballard says.
"Service providers were also interested in driving value to the customer, in investing in technology that would make his or her life easier." Such service offerings, she says, tend to cement loyalty as much as a live chat with a rep, if not more......"
To view the entire article, visit www.contact-center-today.com.
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.
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