Sitemap - Call Center Services II

This section of our technical library presents information and documentation relating to Call Center Technology including software and products. Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments. The following are articles and information relating to call centers.

• Call Center Design
• Customers Expect Much of Call Centers
• Data Flow Management: From Call to to Contact Centers
• Are you Getting the Best Value from that Contact?
• To Outsource or Not? That's the Question
• The Vanishing American Call Center
• Drive Call Center Sales: Using Service Reps to Cross-sell and Up-sell
• On and Offshore: Call Center Economics
• Is Outsourcing Becoming Outmoded?
• Organizations Embracing Converged Voice and Data Applications
• Is Pacific Northwest Next Big Call Center Spot?
• 65% of Customer Turnover Stems From Poor Call Centers
• A Dissenter on Outsourcing States His Case
• Best Practices for Solving the Self-Service Paradox
• Contact Center Knowledge Management: New Relevance
• Making the Right Call



• Telecom Expense Reduction: It's Not Just About Rates
• Call Centers Bring Strength, Economic Possibilities
• Call Center Hosting Services
• EMEA Call Center Outsourcing Is Primed For Growth
• Report Predicts Big Shakeout in Indian Call Center Outsourcing Market
• Planning A European Call Center? Most Companies Look To Britain
• Four Arguments Against Outsourcing--and Why They're Wrong
• Reducing the Risk of Outsourcing
• The Next Outsourcing Destination
• Quality Care May Not Be Enough for Offshore Contact Centers
• How Can We Increase Customer Retention While Reducing Service Costs?
• Outsourcing--Making the Right Call
• Reducing Call Center Costs
• Call Center Outsourcing - Hot Spots
• How to Choose The Right Contact Center Outsourcer
• Dollars and Sense - UK Call Centers
• What You Need to Know About Call Center Outsourcing
• Outsourced Call Centers: Virtual Diplomats in the Middle East?
• Customers Get Their Revenge on Call Centers

IVR Wizard Software Speeds IVR Development

Interactive Voice Response System

DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications. Our IVR software lets you increase ivr developer productivity by providing a visual development environment. IVR applications can be defined in minutes using this sophisticated, yet easy to use development tool. DSC also has available a comprehensive IVR software library known as our IVR Wizard Software Development Kit. This optional package is available for programmers and systems adminstrators who wish to manage IVR programs from LINUX, Unix, or Windows operating environments.

Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software. The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.