Abstracts assignment
APA Style used.
Kondisetty, Sudhakar (April 05, 2001). VoIP in your contact center – much more than cheap phone calls. [Electronic version]. ComputerWorld. Retrieved on May 20, 2004, from http://www.computerworld.com/softwaretopics/crm/story/0,10801,59262,00.html
VoIP helps develop your CRM (customer relationship management) strategy and enlarge client loyalty, enhance operating competence and boost sales in addition to noticeable savings from eliminating long-distance tolls. Call center systems will reach 30% of total VoIP revenues, which is projected to be $1.4 billion. The merging of PSTN voice and data replaces the telephone switch with IP based software, which simplifies infrastructure and reduces cost. An IP call center is both economical and easy to install. Companies with multiple call centers have these advantages are amplified. Rise in Internet use required companies to furnish call centers with ways to reply to the various ways customers call in to the center. Challenges for companies include providing a reliable yet familiar forum for customers not matter what means of communication they may use. One solution is media blending software that merges Internet capabilities like wireless, e-mail, chat and video with the voice of sales and service representatives. A developed Voice over IP based CRM perform functions like how contacts are queued and routed, identify and segment customers based on value to business, integrate front and back office systems for consistent view, synchronizing key information, customer history, and business workflow. When selecting a vendor look at their track record, find out if they have necessary experience and knowledge for your requirements.
Leland, Eric (October 18, 2001). Voice Over IP. Is your telephone system outdated? [Electronic version]. TechSoup. Retrieved on May 20, 2004, from http://www.techsoup.org/howto/articlepage.cfm?ArticleId=334&topicid=5
Voice over IP started in the late 1990’s due to likely savings from merging voice and data systems. Quality of service with IP protocol held back acceptance until discovery of new technology. Circuit-switch telephone calls require a direct connection where VOIP technology doesn’t. Voice data is converted and compressed into packets and sent to its destination. Packets may or may not take the same path. Applications for VOIP include the Internet telephone, LAN/WAN voice communication, FAX over IP, Unified messaging, and conferencing. Combining voice and data network, reducing long distance cost, and flexibility are all advantages for Voice Over IP. Disadvantages include Quality of service and lack of standardization among protocols. Quality of service issues include timely deliver of voice packets even though the IP standard wasn’t developed with this in mind.
“Because this technology uses bandwidth more efficiently than a traditional network and has not been subject to traditional telephone industry regulation.” (AT&T INC, 10-K, 2014: 3)
It is crucial that individuals take precautions when using technology to have conversations with others. Due to the fact that it can be dangerous, effective telephone communication is very important. Before using technology as communication devices, it is a good idea to know the main issues regarding it. It is also a good idea to know about any recent developments and how it affects its users. By making sure the technology has high ratings and positive feedback, there is a greater chance that you will be happier with the outcome of your purchase.
South Street Hospital (SSH) is 1 of 12 not-for-profit healthcare systems in the Great West Hospital System. Their corporate call center located at Great West handles all 12 hospitals. Dr. Canton is a colorectal surgeon at SSH. His office received an irate call from Mr. Gutsy canceling his surgery scheduled for the next day. He claimed that a woman from SSH had called him demanding that he bring money to the admitting center for his co-pay but stated that he could not remember her name. He stated that he did not want to go anywhere that makes these kinds of demands (Buchbinder & Shanks, 2012).
After completing the You Make the Call Activity I learned of several tactics implemented by police officers during a call. One of the tactics is to do a visual search of the scene. By performing a visual search, the officer can get a feel for the situation. Such as, the level of danger the public is in from the violation that was committed. The next is to interview the driver/offender. By interviewing the individual details can be obtained to understand why they broke the law. While the law is the law, there are times when mitigation exists that should be considered. Finally, the officer should organize the evidence before making a final decision. The evidence obtained may be a combination of things: the surroundings, the driver’s statements,
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
Taylor, P. and Bain, P. (2003) 'Call Centre Organizing in Adversity: From Excel to Vertex' in G. Gall (ed.)
Rheingold, Howard and Howard Levine. Talking Tech. 1st. New York: William Morrow and Company, Inc., 1982. Print Source. 25 March 2014.
Vonage has created a tool that prompts callers to select a few options from a phone menu. Once a caller dials into a company number, an automated record plays and informs the caller how to reach a desired extension. The extension numbers and the recordings can be updated from the administration portal in the settings page. The tool gives a company ability to create multiple virtual receptionists and scheduled to specific times. For example, one can set up a virtual receptionist for holidays or non- business hours. This ensures that there are no calls that get unattended at anytime whether on a holiday, working hours or past the business hours.
In the past few years, the number of call centers all over the world has been increasing. This spike in the number of call centers all over the world is owed to the fact that more and more corporations are outsourcing their customer care businesses to other nations in the form of call centers. This trend is followed because in countries like India, China, etc. since the population huge, cheap labor is presence in abundance and thus saves the big multinationals a lot of bucks. This act of outsourcing is however a very resourceful concept for such nations as it is helps in the creation of employment.
...01). Telematics at a Glance. Retrieved September 25, 2001 from the World Wide Web: http://www.findarticles.com/m3012/11_179/58038337/pl/article.jhtml
This will give us the advantage of sending very large pieces of information over the phone line. The only thing that we do know about the telephone, is that it has come a long way since its first discovery by the inventor Alexander Graham Bell. A man who will always be remembered.
Farley, Tom. "Telephone History Part 3-1921 to 1984." n.pag. Online. Available: http://privateline.com/TelephoneHistory3/History3.html, Feb. 24, 1999.
Local Area Networks also called LANs have been a major player in industrialization of computers. In the past 20 or so years the worlds industry has be invaded with new computer technology. It has made such an impact on the way we do business that it has become essential with an ever-growing need for improvement. LANs give an employer the ability to share information between computers with a simple relatively inexpensive system of network cards and software. It also lets the user or users share hardware such as Printers and scanners. The speed of access between the computers is lighting fast because the data has a short distance to cover. In most cases a LAN only occupies one or a group of buildings located next to each other. For larger area need there are several other types of networks such as the Internet.
My mobile phone network coverage allows me to make a call wherever I want, and the call is never cut off by the network. Independent surveys show that it has the best signal quality with excellent call clarity. The network covers 99 percent of the population, and it has installed more transmitters than any other digital network company. They guarantee that they work the best; in fact, they will even add a free minute of talk time if the call is ever lost. International and off-peak calls are the cheapest in the area. The company has been voted number 1 in customer satisfaction for 5 years in a row.
Making a telephone call no longer should conjure up visions of operators connecting cables by hand or even of electrical signals causing relays to click into place and effect connections during dialing. The telephone system now is just a multilevel computer network with software switches in the network nodes to route calls get through much more quickly and reliably than they did in the past. A disadvantage is the potential for dramatic and widespread failures; for as has happened.