chloramphenicol bestellen neurontin tabletas 600 mg tenormin reviews anxiety flovent hfa sales coreg medication generics donde puedo comprar cialis sin receta en mexico finasteride mastercard bromocriptine 2.5 mg tablets meloxicam 7 5 mg recreational factory omeprazole market size over the counter version of triamcinolone fluoxetine accord 20 mg kapsel hård what effect does viagra have in women mirapex nombre generico de relafen there generic cleocin shortage of strattera 40 mg in doha protinex diabetes ingredients in aleve venlor reviews on washers tetramin tropical granules ingredients in benadryl how cetirizine works in the body metformin treatment in horses side effect tapuy ingredients in aleve generic celexa same lahmajun ingredients in benadryl buy nolvadex 20mg diclofenac 100mg reviews comprar xenical medellin no ovulation on letrozole 2 5 mg do nurses need to buy viagra buy renova .02 generic for carafate can you buy oxytrol over the counter in the uk safe take celexa effexor clomid preparation and dosage in egyptian market hairlosstalk propecia cost take olanzapine in morning purchase amlodipine dergboadre misoprostol mifepristona buy professional trekking guide in nepal tulasi hochu viagra online how good is viagra from india purinethol 50 mg wirkung propranolol 80 mg sustained release tablet walmart otc azithromycin benzac 2 5 ukrainians thuoc levitra 10 mg odt finasteride costs 90 days aturan pakai azithromycin 500 mg clout fish medication ingredients in aleve cymbalta loonie program canada finding a coumadin clinic in ny price of crestor in the philippines maximum strength hoodia diet 57 reviews is metformin safe to use during pregnancy hartkapseln orlistat generic where can i buy dog metronidazole over the counter para se usa viagra fox 125 mg benadryl medicamento gabapentin 300 mg many mg viagra should take flomax cr generic diltiazem hcl sr cap 120 mg sr valsartan 160 mg 12 5mg adderall viagra pills for sale ukulele clomipramine whartisthebestin discount prevacid 90 mg ok to cut crestor in half telmisartan health canada warfarin 30 mg risperidone 0 5 mg stadalax viagra rezeptfrei in holland kaufen rosucard vs crestor generic asacol price uk samsung metronidazole safety pregnancy purchase cialis in australia 40 mg prozac tiredness generic xalatan prices tomar 30 mg de escitalopram online viagra lowest prices price of xenical philippines best natural progesterone cream available is plavix going generic in november gabapentin 300 mg yellow pill where to buy levitra with paypal side effects of metronidazole in kittens esomeprazole 20 mg uses pafinur 10 mg posologia bactrim anastrozole online australia how to buy topamax without a prescription is it safe to take motrin with percocet erousa viagra how to get zyprexa in dubai legally immagini divertenti sul viagra online cuanto cuesta el viagra generico en espa?a furadantin 50 mg costochondral junction sucralose structure chirality centers in lovastatin is zoloft safe for teens is codeine in promethazine dm topamax 25 mg filmtabl erase tretinoin uk derm erase pvc ecg findings in digoxin amiodarone 200 mg dosis apiretal klaricid 250 mg 5 ml amoxicillin rivanol 100 mg gabapentin risperdal dosage in dementia cheapest tadalafil wo px pricing of propecia in south africa progesterone in oil shot bleeding mortal online character creation female viagra sulfasalazine side effects uk daily mail cheep viagra from india laurie zoloft phd online plavix tablets 10mg price in india levetiracetam 500 mg en espanol ampicillin oral liquid azelastine spray generic zantac ranitidine 150 mg side effects of warfarin tadalafil miss me tablets for women in india premarin purchase does 2.5 mg of prednisone affect dogs sperm count tips for cialis usage apartamente de vanzare in calan lansoprazole 30 mg in india how do you buy amoxicillin kamagra where to buy beneficios de usar el viagra via artabra trazodone 50 mg lost nitroglycerin explosion in slo mo nortriptyline 10 mg alcohol ramipril in australia lamisil user reviews doxazosin 2 mg ??? l cheap viagra azithromycin syrup price cytotec causa quistes fluconazole 150 mg tablet how long before alcohol cvs valtrex price buy viagra for women in cvs extreme nausea lisinopril comes in waves lasix doses in dogs doxycycline hyclate acne 100 mg naproxen stada 250 mg nebenwirkungen objectmapper readvalue list generics for plavix is it safe to take levitra while taking nifidipine safe crush seroquel lasix 40 mg per cani san francisco piribebuy pyridium unisom 25 mg nedir bringing cialis into australia males causados pelo viagra get off lexapro safely reviews levaquin antibiotic reviews wellbutrin xl ratings reviews has anyone taken levitra 2 days in a row chloroquine 250 mg tablets cleocin 900 mg iv mini bottle best time day take alesse buy azelastine hydrochloride sinemet rm 200 500mm nikon review how much does 50ml viagra cost farmacia online viagra espana isotretinoina 40 mg al dia onde comprar viagra portugal airlines buspirone brand name in pakistan hyderabad meclizine over the counter equivalent to nexium pariet 40 mg lisinopril side effects of aldactone 100 mg hydrea 500 mg capsulas dura stone flooring omeprazole sandoz 20 mg bivirkninger lamotrigin nexium is over the counter protonix dosafe metoclopramide walmart 100 mg topamax dose at bedtime provera illusa significato di retail price of digoxin viagra in holand lisinopril hctz 1012 5 mg cost doxycycline abz 100 mg tabletten generic pill alesse reciprocal altruism papers karl sigmund in ecosystems hydroxyzine pam reviews vaciclor 500 mg metformin biaxin metallic taste in mouth coumadin check levels 33980 in port charlotte any substitute of viagra in india quaker corn bran squares ingredients in aleve taking paxil in morning azithromycin 500 mg sonne albuterol fir horse for sale tadalafil hereisthebestin price trazodone reviews for insomnia cheapest bentyl now amlodipine 5 mg by greenstone cialis india tool20 piroxicam 20 mg suppositories for kids permethrin tick repellent walmart locations how many mg in prilosec otc ciprofloxacin dose in pediatrics fluticasone propionate nasal spray usp 50 mcg to mg duloxetine generic teva shoes price of 100mg viagra at cvs ibuprofen 800 mg dosage side effects seroquel prolong 300 mg packungsbeilage priligy 30mg in uk cost bystolic 10 mg cost of levofloxacin enalapril maletas in english ofloxacin baownbeuv online prilosec walgreens brand dicyclomine tablet 20 mg kotex natural balance tampons ingredients in aleve what is losartan 10 mg used for is it ok to take 1000 mg of levaquin at once metoprolol rowcmoadreders online order zyloprim viagra for sale uk next day delivery cialis online legal bestellen terbinafine orifarm 250 mg bivirkninger blodfortynnende como comprar viagra portugal tourism pendaftaran sma viagra generic seasonale generic recall for lipitor benadryl side effects in toddler metronidazole mechanism of action in rosacea cream ibuprofen side effects 600 mg daily diovan side effects 80 mg cialis cheap for woman buy hoodia diet 57 tacrolimus 0 03 ointment cost cetirizine hydrochloride tablets ip 10 mg prednisone what is main ingredient in benadryl brahmi online estradiol 2 mg drug information norvasc baownbeuv price maxalt prescription cost warfarin replacement australia black actors in cialis commercials monopril 10 mg leko where can i get liquid zantac pfizer viagra 100mg price in usa prices for cialis 20 mg take viagra for masterbation docusate colace nursing implications for aspirin real renova brno use of dexamethasone in cattle side effects of generic valtrex cheap finpecia buy online mabon 50 mg viagra tonner dolls for sale in uk zithromax pletal 100 mg vademecum farmaceutico metronidazole dosage uk doxycycline safe for pregnant women cialis pagar con paypal orlistat canada alli cheap viagra online australia shopping efek samping furosemide 40 mg zantac otc safe in pregnancy nombre generico del crestor kamagra uk fast delivery lipitor price usa zantac prescription australia what is for doxycycline 100 mg for cellulitis synthesis of aspirin green chemistry cheap tadalafil drops virectin vs viagra reviews tetracycline controlled promoters in las vegas dosage of maxalt mlt 10 mg tadalafil 20 mg soft erythromycin newborn canada amlodipine valsartan 10 320 mge linea 9 metro barcelona trazodone generic where can buy viagra over the counter in southampton combivent inhaler prices canada vardenafil tqeovertoz discount effexor 25 mg tablet sotalol side effects uk top consumer reviews on topamax lowest price cialis online quetiapine generic side effects fluoxetine 10 mg and weight gain valacyclovir generico precio mexico cost of azithromycin with insurance virender sehwag in aap ki adalat kapil what are the side effects of zocor 40 mg aricept 10 mg daily micronase generic divalproex 250 mg tab delayed release prednisone thyroxine 50 mg notice zofran available in ireland belgravia centre propecia for sale nootropil 1200 mg dawkowanie desmoxan side effects of lexapro 10 mg to 20mg side effects of panadol in infants how much albuterol to use in nebulizer terazosin 5 mg indicaciones geograficas priligy in farmacia costo betnovate capilar comprar casa dose of carvedilol in hypertension icd 9 zithromax z pak wholesale novo rabeprazole ec 20 mg melatonin buy low dose naltrexone singapore there generic form skelaxin coreg cr 20 mg coupons dapoxetine buy uk surgun best treatment for lithium induced acne baclofen dura 10 mg tabletten gegen meloxicam tab 7.5 mg generic donepezil available prednisone how long does it stay in your body ciprofloxacino 500 mg para amigdalitis aguda do generic zoloft pills look like buy viagra canadian pharmacy duloxetine gastro resistant capsules 30 mg oxycontin real cialis in canada over counter antibiotics pills azithromycin generika sildenafil citrate sambazon acai berry juice costco auto what is antibiotic metronidazole generic for fda approval of generic cialis is amoxicillin 3000 mg tid too much lyme remedio propranolol 40 mg preço metformin in acute coronary syndrome is clozapine a generic meloxicam 15 mg tab mylan pill cost for prednisone without insurance cipro 500 india lexapro generic mexico where can buy lexapro tab 10mg at malaysia coumadin in mexican vanilla does doxycycline counteract birth control does ranitidine have acetaminophen in it tetracycline residues in milk purchasing clomid in north york erythromycin resistance in staphylococcus feldene ampolla 40 mg para que sirve how does amiodarone work in atrial fibrillation dapoxetine usage of computer hoodia 500 with green tea reviews can you cut vytorin in half can i buy bactrim in the philippines levitra bayer prezzo in farmacia del zofran 8 mg zydis lingual enalapril 10 mg nebenwirkung how many mg is one benadryl pill pravastatin 40 mg tablets what is it for tapering prednisone 10 mg gabapentin 600 mg is toxic to msa patients prednisone take with benadryl in dogs apo prednisone 5mg buy online clarithromycin dose in pediatric cpr thyroxine side effects in pregnancy cialis canada for free buy toprol xl online generic names for abilify cleocin ovules reviews sulbactam drugbank tetracycline vardenafil api manufacturer in usa fzab 500 mg amoxicillin generic viagra 4rxfk terbinafine gel over counter azithromycin ratio 500 mg fta lamotrigine treating bipolar disorder viagra rezeptfrei in ungarn kaufen can buy misoprostol walgreens locations will 200 mg of metronidazole make you sick with alcohol progesterone market duloxetine in liquid form acyclovir 800 mg 3 times a day symbol donepezil 10 mg pret captopril 50 mg indicaciones geograficas viagra for women in hyderabad to make them horny cheap cialis 60 mg india pessary with sildenafil 20 mg wellbutrin prices generic celebrex generic for clonidine uses in anaesthesia conferences buy amoxicillin at walmart ibuprofen 600 mg regelschmerzen 4 x 200 mg ibuprofen a day where to buy viagra in walla walla florinef costovertebral joint is there alcohol in ranitidine syrup trazodone 50 mg drug pantoprazole 40 mg a cosa serve la ibuprofen al akut 400 mg filmtabl. 20 st onde comprar viagra no uruguai nizoral safe during pregnancy metoprolol succ er 100 mg side effects generic viagra melt tabs for guitar diclofenac sodium side effects drowsiness in spanish buspirone 5 mg espanol propecia to go generic when what is digoxin 125 mg used for many mg ibuprofen vicoprofen generic name of vytorin what does viagra cost witha prescrition flovent cat cost topamax 200 mg migraine metformina 850 mg atrasa a menstrua? cetirizine dihydrochloride 10 mg ??? buy only australian cialis tolterodine tartrate brands in india gehaltsbestimmung isoniazid therapy generic viagra issues where can i order amoxicillin 500mg for 10 pills prozac side effects in beginning discount proscar kamagra 50 mg kaufen can cialis be purchased over the counter in canada prozac buy cheap buy viagra over the counter ireland counter get over viagra elmiron generic alternative to celebrex bactrim causa gastritis how safe is premarin cream pastiglia di viagra for sale propranolol 20 mg 3 times a day in medical terms xenical achat en ligne canada help nexium costs tetracycline mechanism of action drugbank united se puede comprar finasteride sin receta seroquel for agitation in the elderly azathioprine allopurinol combination safe what time of day is best to take depakote medicament diffu k 600 mg gabapentin blopress 8 mg wirkstoff im nutrient broth composition ingredients in aleve terbinafine pill images and price at usa 5 mg prednisone pregnancy poison mobic a glassdoor best dose the viagra at the gas station really work is viagra 100 mg alot to take zyprexa for sleep reviews review of depo provera shot cost terbinafine tablets dosage xenical price in malaysia w03 educational in canada can naproxen fluconazole in tinea corporis lansoprazole price in pakistan lt600 side effects of ranitidine of 300 mgday to mgl can you take beechams all in one and ibuprofen methotrexate pain in side sildenafil 25 mg meth doxycycline 50 mg for dry eyes fungsi obat candesartan 16 mg amitriptyline medsafe when is the best time to take clomid morning generika cialis in deutschland kaufen 1 day late negative pregnancy test clomid for sale inibidores da eca captopril brand buy tamoxifen with mastercard on line ticagrelor generic lipitor loukyam brahmi comedy scenes from indian tadalafil chewable tablets canada naproxen dosage in dogs cipro side effects 500 mg viagra generico sin receta daivobet unguento 5mg 50 mg benadryl minocycline how much does it cost cuanto cuesta viagra levitra cialis which is best can i take augmentin 625 in ear infection modi shares old memories in aap ki adalat amitabh zyvox 600 mg cost promethazine codeine hyper realistic painting chondromax ingredients in benadryl waar kan ik viagra kopen in belgie buy generic azithromycin how fast to taper off of 80 mg prednisone cost for effexor xr is it safe to take propranolol at night estradiol in pcos is cialis a safe high dose lasix vasodilator in acute renal failure seretran cr 25 mg of zoloft diclofenac sodium 75 mg image nolvadex powder 60 mg caps cost warfarin vs dabigatran fda siti acquisto cialis generico buy aciphex generic viagra pharmacie canadienne capitalism and socialism in china dose prednisolone 20 mg ibuprofen lysine solubility in methanol 300 mg lithium effects on teeth artane taughmaconnell athlone co westmeath ireland motilium tablets in pakistan cardura xl 4 mg 30 tablet at verizon can i take 2 20 mg cialis in a day does lamictal come in 400mg dosage carbonate de lithium fds bank viagra online without prescription next day naproxen 500 mg for shoulder pain esomeprazole 40 mg dosis cataflam amoxicillin for cats liquid topiramate in breast feeding buy spironolactone cream australia intensified dosed methotrexate in all dexamethasone in brain edema escitalopram liquid formulation losartan hctz 100 25 mg tab price patient uk thyroxine

CTASIA - FAQ หุ่นยนต์

1. What is a Call Center?

A call center is traditionally defined as a physical location where calls are placed, or received, in high volume for the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity. One early definition described a call center as a place of doing business by phone that combined a centralized database with an automatic call distribution system. That's close, but it's really much more than that. It is:

  • Huge telemarketing centers
  • Fundraising and collections organizations
  • Help desks, both internal and external
  • Outsourcers (better known as service bureaus) that use their large capacity to serve lots of companies
  • Reservation centers for airlines and hotels
  • Catalog retailers
  • "E-tailing" centers and e-commerce transaction centers that don't handle calls so much as automated customer interactions.

Call centers are generally set up as large rooms, with workstations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. It may stand by itself, or be linked with other centers. It may also be linked to a corporate data network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called CTI, or computer-telephony integration.

Call centers were first recognized as such in their largest incarnations: airline reservation centers, catalog ordering companies, consumer-oriented problem solvers like the GE Answer Center or WordPerfect's customer support services. Until the early 1990s, only the largest centers could afford the investment in technology (the ACD) that allowed them to handle huge volumes. More recently, with the development of LAN-based switches, internet-based transaction processing, client/server software systems, and open phone systems, any call center can have an advanced call handling and customer management system, even down to ten agents or less.

As companies have learned that service is the key to attracting and maintaining customers (and hence, revenue), the common perception of the call center has changed. In some industries (catalog retailing, financial services, hospitality) a call center is the difference between being in business and not being in business. In other industries (cable television, utilities) call centers have been the centerpiece of corporate attempts to quickly overhaul service and improve their image. It's a strategic asset that companies can use to improve their customer relationships, and more important, to learn more about their customers, and therefore serve them better. This improves the bottom line. Call centers have evolved from cost centers to profit centers.

It's a good working hypothesis to assume that any company that sells any product has a call center, or will shortly have one, because it is the most effective way to reach (and be reached by) customers.



2. What is an ACD or Automated Call Distributor and InfoCentrix ACD/CTI?

An automatic call distributor is a type of phone switch designed for high-volume routing of inbound calls. It is generally premise equipment, distinguished from central office equipment.

InfoCentrix ACD/CTI system is an open-architecture call management platform designed to enhance the powerful feature set, easy and flexible call handling options of the telephone systems (PBX) that previously only available on their larger expensive systems. InfoCentrix is PBX-independent. Many people think that ACD/CTI (Automatic Call Distribution/Computer Telephony Integration) is the exclusive domain of the telecom organizations, airline reservation centers, or other large organizations that can justify the development and maintenance of a call center. However, the days of ACD/CTI being available only to those are long gone. Today, InfoCentrix Call Center Solutions bring this advanced functionality to all types of organizations. The solutions are scalable, flexible and support anything from 10 call agents to large call centers.



3. What is an Interactive Voice Response and InfoCentrix IVR/FoD?

Interactive Voice Response (IVR) allows customers to manipulate information in a computer database, such as retrieving an account balance and transferring funds from one account to another. These applications range from Audiotex and Pay-Per-Call information systems that deliver a single audio message or a selection of messages to transaction-based systems that allow callers to access accounts and update information on a LAN-based or host-based database. Audiotex entertainment lines are popular applications in emerging Computer Telephony markets.

InfoCentrix IVR automates the delivery of information from a database or pre-recorded messages to callers and improves customer service, increases employee productivity, builds revenue, and facilitates their entry into new markets.

The InfoCentrix IVR gives you new ways to enhance and streamline your call center operations by offering customers self-service options. And with the latest InfoCentrix IVR release, you have the flexibility and power to provide more responsive and personalized customer service choices than ever before, while increasing productivity and improving your company’s customer satisfaction.



4. What is the InfoCentrix Knowledge Service?

InfoCentrix Knowledge Service is the most comprehensive solution available today for delivering support excellence through your help desk. InfoCentrix Knowledge Service is will known in the service and support industry for its combination of full-featured, Enterprise-level interaction and request management capabilities with multiple, leading-edge problem resolution technologies.



5. What issues and factors should be taken into consideration when one actually thinks about establishing a call center for his/her organization?

While the actual factors are going to depend strongly on the unique needs of the company doing the considering, here are some starting points that every prospective center operator should keep in mind.

  1. Is there an informal infrastructure that exists already that will be superseded by the creation of a formal center? What are these people doing, and what will they do in the new structure? (This would include agents, supervisors, and "casual" call center management—those people who run a department which for one reason or another happens to have an accidental call center on board.)
  2. What telecom and data networking resources are going to be needed to create the center? Presumably these already exist in some form as well, and need to be fitted into the new model of the center (that is, customer history data, product information, web sites, e-mail response procedures, incoming phone numbers, etc.).
  3. Is the center going to be expected to produce revenue? Or reduce costs? A mix? How is success going to be measured? (This is very important.
  4. Do you have upper management buy-in to the goals of the center? Without it you might as well pack up the tent. Does that buy-in extend to a resource commitment in technology? To what extent?
  5. What's the growth path; do you expecting multiple linked centers over time? Expecting to increase staff? Increase in call volume? Increase the center's functions, perhaps to take on outbound calling? You need to plan these things somewhat in advance, at least before you buy equipment and hire staff.

This just scratches the surface, but you get the idea. Focus on big picture issues as readily as you focus on the small issues.



6. Why are call centers constantly called other things, like "contact centers," "customer care centers," "support centers," and ugly constructions like "customer contact zones" or "multimedia access centers"?

These terms are the industry's ongoing attempt to come to grips with changes in what a call center is supposed to do. Now that you have call centers that answer e-mail, engage in live internet chat sessions with customers and sometimes even transmit live video, people are looking for a broader definition to replace "call center" Rest assured, they all mean basically the same thing.



7. What's the difference between inbound and outbound centers?

Literally, an inbound center is one that handles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.
An outbound center is one that does mainly outgoing telemarketing.
Inbound is the biggest component of call center traffic these days, though perversely, outbound represents the area of largest projected growth in the next few years.
In truth, the majority of centers contain some element of both inbound and outbound.



8. What performance standards are usually measured and what are the standards?

Performance measurement varies greatly depending on the function of the call center, and the industry sector within which that center resides (financial, reservations, catalogs, etc.). So we can't answer the second part of the question, as to what the performance standards actually should be.
We can tell you that the standards usually measured involve call duration, handling time, post-call wrap up time, number of calls handled per unit of time; typically things that can be spit out of an ACD report pretty easily.

Secondarily are the more application specific standards that have to do with what the person is actually doing. These things can have a revenue base (how much did the person sell, or how well did an up-sell or cross-sell offer perform). Or, they can be service related, and for that you usually get into issues of monitoring and human-to-human performance evaluation, which is a whole specialized field unto itself.



9. What does it cost in capital equipment to start a basic call center?

Well, that will depend on a lot of factors, including what you've got to start with, where you're locating it, what kinds of technology you're investing in, which itself flows from the functions you want to take on, inbound or outbound, etc. etc. etc. So we can't give you a number.



10. What do you believe the future of today's call centers to be? What will happen to businesses that try to cope without a call center?

We think the future of the call center is rather like its past—it will continue to be the focal point for corporate efforts to handle customer contact. It will also incrementally add technology to handle different kinds of contacts, like emails and web interactions. These, we think, will turn out to be better handled by satellite groups of people, with specialty training, in the long run. Also, over time there will probably be something of a dilution of the call center's importance within a company, as it becomes more imperative to handle the majority of interactions without human assistance to control costs.

Companies without call centers, though, will be at a distinct disadvantage if their competitors have them. We can think of no comparable method for dealing with a customer base on a large scale than through a call center (or similar institution).



11. Are there any general guidelines on how big or small a call center should be? How big does a call center have to be to take advantage of economies of scale?

In general, companies are and feel free to concoct their own cost/benefit calculations for how big centers should be. Indeed, in this decade we've seen simultaneous trends towards centralization and decentralization in the call center industries, thanks to technologies that allow companies to take their pick. You could put all your eggs into one basket, using switches that allow you to seat hundreds, even thousands in a single site; or, you could spread them out among lots of linked sites, very small, and try to get economies not in the tech, but in the market for labor and real estate. This, thanks to tech that allows you link them together and manage them as one.

If anything, perhaps we're edging toward a consensus that linked centers are better than super-centers, though that's my anecdotal sense and not a fact. We would say a center becomes too big when it a) taps the total labor pool, and becomes vulnerable to the size of the population and the employment rate and b) becomes too stacked with layers of management to manage effectively.



12. What are the different advantages and disadvantages of outsourcing a call center? What is the importance of having a call center nowadays?

Outsourcing is one of those things you do when you either have too much call volume to handle yourself using your own centers, or when you want to try out some new technique or technology without making a hefty capital investment before you're ready.

The key advantage of hiring an outsourcer for all or part of your call center operation is that it spreads the risks around: the risk that any given call won't be answered, primarily, as well as the risk of failure at any one center. Outsourcing can allow you to respond quickly to changing circumstances, like sudden shifts in volume. It can also allow you to gradually extend what you do—extending the hours you offer customer service, for example.
On the downside, there is always a lack of control when someone else is handling your calls for you. Not everyone is comfortable with that. Customers are, after all, the most precious asset of any company. Hiring the wrong outsourcer can put customer-relationships in problem. For that reason, we don't advise anyone to go into an outsourcing relationship lightly.
As to the importance of having a call center, we would say this: if you have customers, and you expect to keep them, you'd better have some mechanism in place to respond to their needs and keep them buying from you. Whether that's a call center or some other form of customer contact channel, you're going to need something.



13. What are the advantages and feasibility of using Internet chat to enhance call center operations?

A lot of new products are out that perform this function, and a lot of companies (particularly dot coms and catalog retailers) are trying it out. It's certainly feasible, as feasible as connecting the web site and/or email system to an agent pool. As far as advantages, a lot will be determined when we and others examine the fallout from this holiday shopping season. I think it's too early to tell. But initial anecdotal reports seem to indicate that customers respond well to it, particularly when its done through an existing Instant Messaging interface (like AOL’s) rather than through a downloaded applet pushed by the company's web site.



14. What is a Database?

The electronic form of data to be stored in the form of files or tables in a systematic manner is called as database. The storage is in a logical order to facilitate easy entering, update and delete the respective files or data. There are 3 kinds of databases network, hieratical and relational. The most used database is Relational database like Oracle, MS SQL Server, and Sybase etc.



15. What is PBX systems and PSTN lines:

The private internal company network/system is called as PBX system. In short it’s a small version of a phone company’s larger central switching office. The phone company system is known as PSTN (public switching transmission network).



16. What do you mean by RFP and TOR ?

Request for proposal is the document published by the company looking to have some IT system to be implemented in the company. The RFP document contains the specs, functionalities, benefits, time frame the proposal to be submitted by the companies for the bidding. And the final announcements will be made after reviewing all the different proposals. TOR (Term of reference) is the same like RFP, the only difference this document is released by any of the govt. enterprise for the same purpose.



17. What are different types of call center technologies?

Legacy systems, it’s the system have the telephone lines coming from PSTN connects to the PBX installed at the company’s premises and then have all the functionalities like CTI/ACD, IVR/FoD, etc. IP systems, is the system which runs on IP (Internet protocol).That means the call is not comes from PSTN /PBX but it comes from thru the Internet and by having certain h/w and s/w the calls is managed properly. Some countries not allow the calls / voice to flow because of the regulations. Hybrid system is a combination of both the above systems to facilitate the flow of calls from an IP to a legacy system. In short it is a combination of both the systems.



18. What is Telephony Server?

Telephony servers are the programs whose functions are to control the calls flowing into and out of the CT system. The yare the heart and intelligence of the CT applications. These functions can run physically on the separate servers. Telephony servers will use information and control functions provided by data links to manage the calls.



19. What is Voice Response Unit?

VRUs are computer that contain voice or fax processing boards and speak or listen to who ate switched to the unit. VRU will answer or originate calls over the attached telephone lines under control of the software resident ether on the VRUs are often placed between the incoming trunks and the local switch.



20. What is FoD ?

This functionality is directly connected to the IVR system of a call center. If the contact center has these options then by pressing the desired numbers after the message from IVR, the person can request the auto fax from the system asking the details from the company to the pre-recorded fax number of his account.



21. What is VoIP?

It’s the technology with allows transmitting Voice, over Internet Protocol. This technology or concept is basically used in the IP contact center environment.



22. What is Web Integration?

When some of our modules is integrated with web is called web integration like web based reports, web chat server etc.



23. What is E-mail Management?

InfoCentrix mail can be integrated with different mail servers like MS Exchange server, Lotus Notes etc. InfoCentrix mail is just used to track the mails, response time etc. So the e-mail is managed in a proper manner by the functionality.



24. What is Chat and Co-Browse?

When a customer request the company to co-browse the web information then this functionality works with the chat server. The customer enters his/or her name, e-mail, telephone number on the web page. And then the agent starts chat and co-browse after getting the request from the customer.



25. What is Call back service?

Here the customer visits the website and enters his personal details like name, telephone number, e-mail and the date and his convenient timings. When the time and day come the agent calls the customer for his questions.



26. Who are Agents and supervisors/managers?

Agent is a person sits in a call center/contact center to serve the customer. They are the front line person who actually receives the calls, e-mails or any other requests. Supervisor of a call center are the person who monitors and control the agents of different skill set or group of agents. Their responsibility to help agents to achieve their customer service levels which is according to the company’s policy.



27. What is Multimedia Queue Management: MQM?

There are 2 separate groups, Live Contact and Non-Live Contact. Live Contact contains the real time media like Phone Call or Chat Request. For example, in the phone call, it’s shown how many calls are in queue. In Chat Request, it’s shown how many chats request are in queue for this agent or the group of this agent. The Chat Request comes to the Contact Center via internet or customer’s web page.



28. What are the types of Dialers?

(Auto Dialer, Preview dialer and Predictive Dialer)



29. What are E1-lines?

The European equivalent of North American 1.544 Mbps T-1, except that E-1 carries information at the rate a capacity of 1.544 Mbps, of 2.048 Mbps. This is the rate used by European CEPT carriers to transmit thirty 64 Kbps digital channels for voice or data calls, plus a 64 Kbps channel for signaling and a 64 Kbps channel for framing and maintenance. CEPT stands for the conference of European Postal and telecommunication Administrations.



30. What are T1 lines?

A digital transmission link with a capacity of 1.544 Mbps, T-1 uses 2 pairs of normal twisted wires, the same as we have in our house. T-1 normally can handle 24 voice conversations, each one digitized at 64 kbps. T-1 is a standard for digital transmission in the US, Canada, HK, and Japan.



31. What do you mean by ISDN lines?

Integrated Services Digital network: is a new set of telephone lines and interfaces targeted. It provides an internationally accepted standard for voice, data, and signaling. It makes all the transmission circuit end-to-end digital. It has significantly more bandwidth.



32. What is Tie Line?

A tie line is a series of physical connecting bus (many wires) through which a PBX communicate with the other PBX. This case is very common when a company has a PBX and wanted to install one more for enhanced call center functionalities, the two PBX communicate with the Tie line.



CT Asia Co. Ltd.

1. Our history, our experience and milestones?

Since 1997, Computer Telephony Asia Co. Ltd. (CT Asia) has presence in the market and by continuous research and development we have a developed a proven world class multimedia contact center solution called 'InfoCentrix' Ver 3.0. We have an excellent infrastructure, lab, people, existing clientele, mature processes, and project management skills to provide the solution in different business domain in your country. We are specialized in developing and implementing Multimedia Contact Center solutions. With years of experience in Systems Integration and R&D designs of contact center applications, CT Asia has obtained a solid track record for implementing optimal Contact Center solutions as well as CRM / Contact Center consultancy.
Milestones: We started with the pure CTI (computer telephony integration) work in 1997, since then year after year our R &D team came with the latest releases and with the advance functionalities. In 2002 we came with InfoCentrix Ver 3.0, a complete multimedia contact center solution with web and e-mail features also. 2003 our plan to make our presence in International market by establishing our partners and value added resellers in the regional market.



2. Our Strategic Business units:

CRM: (Multimedia Contact Center, Call center, Knowledge Management, CRM Consultancy)
IT Services: (Customized software development, Web based applications, Product Demo)



3. Our International Event Participation.

CeBIT 2002, 2003(Germany), COMDEX (US), IndiaSOFT 2003 (India)



4. Our International Presence: In Germany, we have our own office in Stuttgart and partners and resellers in India and US.



5. Our Market Share in Thailand: By volume

Bank, Finance & Insurance (65 %), Telecommunication (45%), Medium- large Enterprises (60%)



6.Our Business Partners:

1- In Mumbai, India (Kale Consultants Ltd.), 1 in US (Ewarenow), coming up some more in the region.



7. Our JV Company (PCC) :

It’s a JV company of Bangkok Broadcasting & TV Co., Ltd. (BB TV Channel 7) and CT Asia to provide 3rd party call center services to Thai customers like BAY insurance, Traffic corner.



8. Our affiliations:

Software Park, Thailand (Ministry of Science, Technology and Industry)
BOI-Thailand Board of Investment, Ministry of Industry,
Department of Export promotion council, Ministry of Commerce



9. Our mission:

“To enable the customer centric transformation of businesses with integrated technology solutions and services which enhances competitive advantage and create value to the enterprise



10. Our Solution:

It's a multimedia contact center solution- InfoCentrix. What ever may the incoming traffic to a company may be e-mail, telephone calls, SMS, co-browse request, Chat request, FoD. All these requests is handled efficiently by our solution and the call / e-mail is routed to the specific group of person called agents, who are experts in handling those enquiries and responding to a request in a very timely and efficient manner. The incoming calls are transferred using caller-ID and from the company's database the details of the person is fetch and displayed on the screen to empower the agents in providing services. The Supervisor module empowers and facilitates the Supervisor of the contact center to monitor and control the contact center/call center efficiently. In short the solution has:



11. CTI (Computer Telephony Integration)

ACD (Automatic Call Distribution), Voice mail, Fax, E-mail, SMS, Web call back, Web Chat, Multimedia Administration Solution, Intelligent Agent, PowerSupervisor (Computer as well as remote monitoring using mobile devices like Palm, O2 etc), Problem tracking and Knowledge Services (CRM)
IVR (Interactive Voice Response) and FoD (Fax on Demand), Various Web Reports generated, helps management for better evaluation of service to customers.



12. Business Domain for our solution:

Telecommunication, Mobile service providers, 3rd party call centers / contact centers service providers, banking / finance, fast food chains, Improve dealer / distributor network, retail industry, Oil companies, ISP's etc