Mithilesh Kumar kumar.mithilesh@gmail.com Part - 1

A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed

Collective handling of multiple communication mode at one location is known as a contact centre.

To interact with customer To provide services To provide supports To make sales To make business relations To hear customer concerns Ex: Customer Enquiry Company

Contact Center Agent answer the enquiry Customer Satisfaction

Layout/Flow Agent Workstation Size & Accessories Electrical Information Space Maximization Other Call Center Areas Ergonomics Furniture Lifecycle Costs

Data Network Voice Network Contact Center Applications Client/Server Machines Software Operating Systems/Applications

LAN Card on Client/Server Machine Layer-2 Switches Layer-3 Routers High speed bandwidth

PSTN/VoIP connectivity PSTN/IP Audio/Video Telephones Digital/IP-PBX/ VoIP Gateways/ Servers PSTN/ IP based Toll Free number

Dialer IVR (Interactive Voice Response) ACD (Automatic call distribution) CTI (Computer Telephony Integration) Call Logger Call Center Management Software Reporting

Agent Computers Application specific Server Machines

Client Operating System for Agent Server Operating System for Applications Licenses DHCP/DNS/Directory/Mail Servers CRM/Database

Letter Fax SMS Audio Call Video Call E-Mail Web Chat / IM (Instant Messaging) Social Media

Data Network Vendor Voice/Data Service Provider Vendor Contact Center suit vendor CRM/Database/Mail/Directory Vendor Client/Server Hardware Vendor

Features on L2/L3 Switches/Routers Scalability/Performance Vendor Interoperability Services and Supports Competitive Advantage

PSTN/IP Toll Free Number Bandwidth Speed/Quality Capacity support for PSTN and Bandwidth Public IP Pool Bandwidth Usage Report Call Details Records / Bills

Thank You