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Call Center Software Massachusetts

There are various call center software applications that work together in each and every call to streamline the interaction between customer and agent. Take a look behind the scenes at the technology that makes these calls possible.
1. Local Companies
2. Call Center Software Overview
3. Computer Telephony Integration
4. Interactive Voice Response
5. Featured Local Company

1 . Local Companies

EMD Serono, Inc.
(781) 982-9000
1 Technology Place
Rockand, MA
Roxbury Technology Corporation
(617) 524-1020
3368 Washington Street
Jamaica Plain, MA
Edgewater Technology, Inc
(781) 246-3343
20 Harvard Mill Square
Wakefield, MA
Eze Castle Integration
(617) 217-3000
1 Federal Street, 9th Flr.
Boston, MA
CGI
(978) 946-3000
600 Federal Street
Andover, MA
JCALPRO
(617) 954-2345
415 Summer Street
Boston, MA
Bahwan CyberTek Inc.
(508) 652-0015
209 West Central Street, Ste. 312
Natick, MA
Cogent Communications
(617) 482-5546
1 Summer Street, Ste. 450
Boston, MA
Corda Technologies, Inc.
(978) 358-7388
11 Storeybrooke Drive
Newburyport, MA
KMT Software. Inc.
(617)4412855
50 Mount Vernon Street
Cambridge, MA

2 . Call Center Software Overview

Call center software makes it possible for call centers around Massachusetts to process millions of calls every year all across the world. Multiple software applications work together to facilitate a streamlined process between call center agent and customer so that thousands of customer's issues are resolved in mere minutes every day.

ACD, or automatic call distribution ensures that the caller reaches the right department or agent. This technology often depends upon customer's responding to voice prompts from the IVR or Interactive Voice Response system the call center in Massachusetts has in place to process calls. It is this system that first answers the call and after instantly going through several call center software applications, the call is routed to the proper agent or department.

The predictive dialer facilitates outbound calls made by call center agents to weed out unanswered calls so that the agent can spend most of his or her time actually talking to customers instead of waiting for the phone to ring or manually dialing the number.

Screen pop is the call center agent's best friend as this technology makes it possible for information to "pop up" on the agent's screen right before or presicely at the time the call is answered. This way, the agent can quickly become familiar with the customer's account and rapidly discern what the issue is.

3 . Computer Telephony Integration

Computer Telephony Integration or CTI is the technology that coordinates interactions between a computer and a telephone such that exists in a Massachusetts call center environment. This technology is at the heart of call center software such as screen pop, interactive voice response, predictive dialer applications and many other call center software applications.

CTI allows multiple technological advances to work together in an integrated system to streamline the flow of calls. CTI facilitates the seamless bringing together of the right representative to each individual caller, populates the agent's computer screen with the customer's information and also allows performance management software to track and analyze the entire customer agent interaction.

Due to this technological integration, call centers around Massachusetts are able to process hundreds and sometimes thousands of calls a day. While customers understandably don't like to be placed on hold, especially for an extended period of time, this technology allows them to reach the right person much quicker than they could otherwise and also speeds up the process once they have reached the proper representative.

4 . Interactive Voice Response

An Interactive Voice Response system or IVR, is typically used in call centers and is often the first application the customer accesses when calling the center. This type of call center software generally has multiple functions. It often begins with the customer pushing 1 for English, 2 for Spanish ect. and propels the customer through a series of menus using either the touchpad on the customer's phone or increasingly, the customer's voice.

The IVR can assist the customer with making a payment over the telephone quickly and efficiently so that the customer doesn't have to wait on hold or take the time to speak with a customer service representative. The IVR can also take the caller through a series of prompts which will end with the caller reaching a representative in the right department of the call center in Massachusetts who has been trained to handle their particular issue or concern.

IVR systems can facilitate applications such as the customer checking his or her bank or credit card balance, placing an order and issues dealing with technical assistance. IVR systems are especially useful when the Massachusetts business is closed so that customers can access account information regardless of the time.

5 . Featured Local Company

EMD Serono, Inc.

(781) 982-9000
1 Technology Place
Rockand, MA
http://www.emdserono.com/en/index.html

EMD Serono, Inc. is a leader in the biopharmaceutical arena, integrating cutting-edge science with unparalleled patient support systems to improve patient's lives. Focusing on specialized areas including neurodegenerative diseases, fertility, metabolic endocrinology, as well as oncology as an emerging area of expertise, EMD Serono is committed to discovering and developing innovative products that meet unmet medical needs
Read more about Call Center Software

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