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A 1970 police call centre in Brierley Hill, England. A call centre (Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone.
Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used.
In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers.
They may work in an office with a call center or in retail. [1] [2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3]
It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially. [4] [5] [6] Many organisations have already adopted AI chatbots to improve their customer service experience. [6] [7] [5] The evolution in the service industry has identified the needs of consumers.
Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling.
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