Call center technology is changing almost as quickly as the call center culture is changing these days. What once seemed to be a dying industry has suddenly gotten quite a bit more popular. Part of the reason that contact centers are gaining steam is actually because there are a ton of new pieces of technology that allow the call centers to do business. Companies that want to set themselves apart from their competition are looking at items like Internet-based contact centers and IVR systems.
Seniorhomes.com is one company that has started leaning on contact centers even more since the firm needs to be able to screen thousands of leads and process tens of thousands of calls per month. Seniorhomes.com was actually in such desperate need for top of the line software that the firm actually ended up building their own Twilio API. In a recent post on the company website, the firm announced that they had decided to build this API after researching dozens of different contact centers.
The company said in its blog post that part of the challenge it was facing was that the contact center is a mix between inbound and outbound calling. There are no dedicated agents for each kind of call; all operators must be able to deal with both. Even more difficult is that the company wants it employees to monitor their co-workers to see if they need assistance.
Because of this, the company came up with a solution that allowed for real time data sharing when it comes to the calls. This solution displays each employee’s name and their status when it comes to calls. Some employees will obviously be labeled as available, while others will show that they are on a call. The statistics also show how many calls they have processed and how long their current call has lasted.
All of this information allows the company to stay on top of problems that arise. The company announced that since they started this custom API, they have noticed improvement when it comes to call resolutions. This kind of homebrew solution will likely get more popular moving forward.
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