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Free telecommunications eBooks and guides.

Below you will find in-depth information about call center technology. If you find any of the papers useful, we welcome you to cite it as a reference.

 

Learn more about the technology behind call centers.

Agent Assisted Automation

Agent-assisted automation technologies increase productivity and consistency among customer service agents.

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Call Center Metrics

As telephone answering services evolve into call centers and into contact centers, tracking the right metrics is essential for success.

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How to Start A Call Center

A guide for anyone looking to start a call center business. Includes industry analysis, business models, operations management, performance metrics, and financial plans.

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Call Center Headsets

Headsets are a contact center agent’s best friend. Find out how they can benefit your business.

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Call Recording Software

Call recording became popular after the invention of the magnetic tape. Today, software is used to monitor and evaluate 68% of customer service interactions.

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Call Center Call Routing

Years ago, if you received a business call, you needed a switchboard operator to connect you. Nowadays, Automatic Call Distributors (ACDs) get the job done!

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IVR Systems and Technology

IVR systems can be helpful for some users, but difficult to navigate for others. Economical and easy to set up, IVRs are a widely utilized business application.

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Ronald A. Katz

With over 52 patents under his name, Ronald Katz has controlled the call center hardware and software industry, earning $1 billion in patent infringement fees.

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What is SIP

SIP technology, which controls the transfer of data packets across the Internet, is a signaling protocol that has made online video and voice communication possible.

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Learn About Speech Synthesis

Speech synthesis is the artificial generation of human speech. These days it’s common, used in everything from video games to IVR. Find out how it works.

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Learn About Virtual Queuing

Virtual queuing is a call center strategy that is employed to reduce callers’ hold times by offering a callback option.

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Queueing Theory in Call Centers

A guide to queueing theory models and queue management as used in the call center environment for improved customer flow.

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Skills Based Routing

How do inbound call centers route telephone calls to the customer service reps? It’s not magic, it’s something called skills based routing – directing the call to the best CSR available.

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Wondering what something is? See below.

Dialog Systems

Used in call centers to automate inbound calls and address customer service concerns, dialog systems are computers that can talk to humans just like a real person.

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What is Asterisk

Asterisk is an open source PBX system that provides all the functionality of expensive business phone systems for free! It’s flexible, customizable and used everywhere.

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What is CTI

CTI bridges the telephone and computer industries. Without CTI, phones and computers couldn’t talk to each other!

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What Is DNIS

Dialed Number Identification Service can help call centers route calls, log calls to various numbers on the same PBX port, and improve first call resolution.

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What is DTMF Tone

DTMF is also known as Dual-Tone Multi-Frequency. Surprise – it’s something you probably use every day! DTMF is the tech-e term for the sounds your touch tone phone produces.

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What is Live Chat

Everything you ever wanted to know about live chat software including its history, advantages, how it works, and applications of live web chat support in the call center industry.

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Natural Language Processing

NLP is a computerized application for the analysis of naturally occurring text and speech, used by call centers to develop high-end customer service solutions.

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What is PBX

PBX or private branch exchange uses an internal telephone exchange as opposed to a public telephone carrier to serve businesses of any size.

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What Is PCI Compliance

Information about PCI DSS compliance including requirements, its relation to call center operations, implementation challenges, and improvements on making standards more secure and attainable.

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What is Speech Recognition

Speech recognition is an acoustic technology that allows users to “speak” responses into computer systems. The software interprets the spoken words to initiate commands.

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What is Telemarketing

Outbound contact centers are an invaluable resource for delivering customer service. They use telemarketing services for telesales, lead follow-up, fund-raising efforts, market research, and more.

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What is The Voder

The Voder was the first electronic voice / speech synthesizer. It was invented by and patented by Homer Dudley in 1937 (US Patent 2121142). Thanks to The Voder, robots have a voice!

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What is VoiceXML

VoiceXML is an open standard markup language that creates voice-based applications such as IVR and web services.

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What is VoIP PBX

An IP PBX telephone system consists of one or more SIP phones, a PBX server, and an option of using a VOIP gateway in order to connect to present PSTN lines.

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Don’t compare providers yourself. We’ve already done the heavy lifting.

Best Speech Recognition Software

We’ve done the research on 8 of the top speech recognition software providers for you to review & decide for yourself who is the best provider.

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ACD Software Review

Looking for a new ACD software provider? We’ve compared the top ACD phone systems so you can be sure you are choosing the right software for your call center.

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Call Center Headset Reviews

One of the most important pieces of call center equipment is the headset. If you are in the industry and are looking for the best call center headset, look no further.

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Call Center Software Review

Advances in virtual call center software have modernized the industry, providing a centralized interface to make lead management, sales and support easier to track.

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Compare Appointment Scheduling Software

Appointment setting software keeps businesses organized, improves agent productivity, and offers an added convenience for clients.

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Compare Autodialer Software Providers

Autodialing is a software application commonly used in call centers, educational facilities, and doctors’ offices among others.

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Compare IVR Systems

Buying an IVR system? We’ve researched the best providers. Click on to reveal what we’ve found.

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Compare PBX Systems

Looking for a hosted PBX provider? Excellent! Struggling to choose one? Not so excellent. Wouldn’t it be nice to have a detailed comparison of some of the top virtual PBX providers?

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Compare Telemarketing Companies

If you are looking for the best telemarketing agency and are finding Google is giving you too many companies to choose from, we’ve researched the best and posted the data we found.

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Compare Voicemail Providers

Thinking about getting a new voicemail system or changing providers? We’ve already done the research for you & organized data on the top 7 voice answering service providers for you to check out.

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Compare VoIP Providers

Voice over Internet Protocol uses the internet instead of traditional phone lines to transmit voice. Read our review of benefits and providers.

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Internet Fax Service Review

Still have a paper fax machine? If you said ‘Yes’, then you need an Internet faxing service. We’ve researched the top 5 providers and posted what we’ve found here.

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Workforce Management Software Paper

Workforce management software gives employers an easy way to monitor agents’ productivity and improve overall performance.

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Compare Toll Free Providers

Businesses often purchase toll-frees to make it easier for customers to get in touch regarding sales and service. And customers love not being charged for the call!

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