For successfully running and managing a call center, one
should have appropriate equipment. Depending on the campaigns and purpose of
your call center, you will require different call center hardware for building a company. A lot of call center’s
software runs on the industry standard servers but you will need switch to
connect telephone system with the internal telephone systems , usually called
PBX. While these devices were propriety devices earlier and could be connected
to traditional telephone systems but they are now built on IP based networks
too.
Basically the requirements of call centers are
1.
Automated
Dialing
2.
Predictive
Dialing
3.
Wide
coverage, either at home or at the center
4.
ACD and IVR components
5.
Call recording capability
The quality of phone systems should be fine as they are the
main equipment for any call center and assist in handling outbound and inbound
calls. For the purpose of outbound telemarketing, after end receiver takes the
call, it automatically get transferred to one of telemarketers on the stand by.
For all the incoming calls, a PACER phone distributes these calls according to
the availability of the telemarketers. This phone offers recording capabilities
along with ACD and IVR components.
Predictive dialers are another type of call center
hardware that enables dialing of several numbers at the same time. When the
call is answered by receiver, then only it transfers the call to agents, thus
avoiding answering machines and busy signals at the same time.
IVR phone system offers automatic service of collecting
information from the caller before call is transferred to one of the agents. Complete
computerized systems are also used by call centers that allows the agents to
type the information while they are on phone with telemarketers.
Microsoft phone dialers are beneficial in working of any
call center as they lets you make video and voice calls by using computer. With
few mouse clicks and IP address of recipient, you can stay connected without
any hassles and on video too!
Auto alarm phone dialers have pre programmed telephone
numbers that can be sued in the case of emergency. It is amongst elite security
systems that help in protecting the equipment of call centers.
While selecting the call center hardware, you should pay
attention at interoperability while selecting the call center hardware. If you are planning to buy the call center
technology from Phone Company then you will locked for making use of their
equipments. You also need to pay attention at the fact that a lot of companies
these days use IP based systems with conventional telephone sets for getting
most of their applications using Session Initiation Protocol running on the
base of IP phones, you will have to buy new phones. Replacement of your phone
systems can put a dent in your bank balance. This is one of the reasons why
middle and small sized companies do not switch to IP based systems till the
time they face specific trigger events like expiration of lease or office shift.
Consider the compatibility of your hardware in the
relation to the software you are using. You will have to find out that Amount
of effort used for entailing it with the software of your company. By buying
the right call center equipment, you can look forward to smooth operations of
your call center.
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.
- The PACER and WIZARD - Elite
phone systems used in call centers that can handle inbound and outbound
calls. They are also known as auto-dialers. For outbound
telemarketing, once the end receiver picks up, the phone system will
automatically distribute the call to one of the telemarketers standing
by. As for incoming calls, the PACER phone will distribute the phone
according to who is available. Recording capabilities are featured
on the phone along with IVR and ACD components.
- Predictive dialers - Used for
dialing several numbers at once. When the end receiver answers, only
then does it transfer to an agent, thus avoiding busy signals and
answering machines.
- IVR phone system - An
automated service that collects information before transferring to an
agent.
- Complete computer systems for
data collecting purposes - Telemarketers can be on the phone while typing
the needed information.
- Microsoft phone dialer -
Gives the capability of making voice and video calls from your
computer. With an IP address of the recipient’s computer and a click
of a button, you can be connected.
- Auto alarm phone dialer
- Calls pre-programmed numbers when there is an emergency. This is
an elite security system for call centers to protect their equipment.