This article is a brief introduction about call center client applications
in relation with Ozeki VoIP SIP SDK. After reading through this page you will
be fully familiar with all the essential terms concerning call center clients
and what you will need for creating your own solution using Ozeki VoIP SIP SDK.
Introduction
Have you ever asked yourself the question: 'Do my customers receive the best
customer care from me?' If callers are unable to reach you directly because your
incoming lines are constantly busy, or you are out of the office you need to
find a better solution for your telecommunications situation. If your callers
can't reach you on their first try, they may try calling someone else.
Figure 1 - Call center clients
A call center is a centralized office used for the purpose of receiving and
transmitting requests by telephone. A call center can be operated by a company
to administer incoming product support or information inquiries from customers.
Your representatives will record the caller's name, company, telephone number
and any additional information that you have requested, or that the caller wishes
to leave. Outgoing calls for telemarketing and other purposes are also made.
Implementing a call center is an ideal option for both smaller and bigger companies.
This way, your company will convey an impressive corporate image through your
business call center.
Ozeki VoIP SIP SDK will provide you a call center solution customized to the
individual needs of your company. Call center clients (Figure 1) are the applications your
representatives will use after integrating a call center solution in your business.
Emloyees will be able to accept incoming customer-calls by using these clients.
They will sit on front of a computer, with a headset (combination of speaker and
microphone) on their head, and can answer to customer questions and needs in an
easy and comfortable way.
Call center calls first run into the call center server. This server will forward
the calls to the call center clients. This transfer can be attended or blind.
An attended call transfer is when the forwarding goes to a predefined destiny. A
blind transfer on the other side is when the server chooses a client to forward
the call to according to an algorithm that was built in the system. The name of the
transfer algorithm is 'call routing'. Call routing is a set of rules that defines
the method according to which the server chooses the client to answer the actual call.
Ozeki VoIP SIP SDK provides a great background support for all the technologies
and functionalities that are mentioned above in this article. If you want to
create a VoIP solution that has all this support, you only need to download,
install and use Ozeki VoIP SIP SDK.
Further possibilities
If the above mentioned functions have called your attention
contact us at info@voip-sip-sdk.com.
This article introduced you the basic knowledge about call center client programs and showed how Ozeki VoIP SIP SDK can help you to fulfill your wishes about this topic. If you have read through this page carefully, you already have all the knowledge you need to start on your own solution.
As you are now familiar with all the terms concerning this topic, now it is time to take a step further and explore what other extraordinary solution Ozeki VoIP SIP SDK can provide to you.
Related Pages
For the basic knowledge about integrating Ozeki VoIP SIP SDK:
Quick start guide
