Call Center Technology

Implementing new call center software is a huge project with various steps and time involved. Are you in the process upgrading your call center software?

If your current call center software is outdated or inflexible, only you and your team know how much longer you can sustain the challenges.

​​​​​​​In 2020, workers in all industries, including call centers, were challenged to find ways to work remotely and still maintain the same level of productivity, security, and commitment to providing quality customer service.

Call centers exist in a constantly changing marketplace. New channels and technologies are constantly emerging. Using a multi-channel, all-in-one system makes it easier to support customers’ needs and earn their loyalty.

Wikipedia describes system integration as, “the process of linking different computing systems and software applications physically or functionally to act as a coordinated whole.” System integration touches every aspect of today’s society.

Have you planned for the unexpected? It’s imperative to be prepared in the event of a business interruption. By creating an off-site back-up system in a geographically diverse location, you can rest assured that your call center will be protected from unforeseen occurrences.

Simplification is defined as the process of making something simpler to do, easier to do, or easier to understand. Simplification can have a big impact on the success and profitability of any business, but it has a significant impact on call centers, which are very labor intensive.

There have been many advances in communications technology in the last decade that are responsible for many changes in the telemessaging industry. These advances have allowed call centers to use remote agents and to downsize pricey office space. Some call centers are now 100% virtual.

Increasing call center efficiency is a common goal among call centers. A single software platform for all call center functions, helps to achieve this goal. Our Genesis multi-channel system is designed to provide an intuitive agent interface that minimizes training, increases efficiency, and reduces errors.

Virtual call center technology enables a single physical server to house multiple virtual servers. This enables an entire call center system to run on a single server. A backup virtual server can be deployed to provide system redundancy and backup.