Contact Center Telephony and Systems

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Contact Center Telephony and Systems

Quick Overview

Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world. Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or other technology. This course is approximately 2 hours in length.

Course Code: TECH503

Chapter 1: Telephony Systems
Chapter 2: Contact Center Systems

Course Topics:
• Basic telephony systems
• Interactive voice response
• Private branch exchange
• Computer telephony integration
• Automatic call distribution
• Predictive dalliers
• Quality control monitoring
• Workforce management systems
• Email management
• Statistics management systems
• Report management

Canada: $150 CAD plus applicable taxes (per user)
Purchase

All Other Countries: $135 USD (per user)
Purchase

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