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## Technology Components of a Contact Center | Metric | Description | |---|---| | ACD/PBX | The telephone and routing system in a contact center that distributes calls to available agents based on Business defined rules | | IVR | Automated answering machine which is used to gather customer informat...

## Technology Components of a Contact Center | Metric | Description | |---|---| | ACD/PBX | The telephone and routing system in a contact center that distributes calls to available agents based on Business defined rules | | IVR | Automated answering machine which is used to gather customer information to complete relevant transactions before speaking to an agent | | Outbound Dialer | The telephone and routing system which adds on to existing ACD/PBX which dials customer contacts automatically as defined in campaigns. Generally used for outbound marketing and tele sales | | CTI | A system that is used to connect the above to other tools. It is also used to share information to the agent desktop applications via a screen pop. | | Quality Management Systems | Used by QA team to monitor the customer interactions and derive insights to the customer behavior, agent effectiveness etc. This also includes evaluation of agents for training purposes | | CRM | A database comprising entire customer information which is used during the interaction. Agents use the CRM to serve the customers effectively. | | Workforce Management | Software used to forecast workload and schedule agents effectively. It generally links to the training systems and routing engines to manage agent skill levels, assignments and monitors adherence to schedule | | Reporting | Tool used to generate contact center reports used by management teams. The reports generally include statistics for queues, agents, skill levels, IVR etc | | Wallboards | Large displays screens generally displaying key metrics, alarms and sometimes broadcast messages | | Knowledge Management System | A database generally used by customer service agents. It generally contains product information, troubleshooting steps in the form of rich plain/text, videos. |