Technologies

The smooth functioning of a call center involves unhindered flow of data between customer database and the telecommunication network. Various tools and technologies related to calls, voice mail, fax, e-mail, SMS need to function well for the process to be efficient. These technological tools are essential to keep track of relevant information for formulation of business promotion strategies later.
Cyber Futuristics utilizes the top quality tools and technologies to guarantee the best possible service for the clients with the backing of advanced tools for implementing the latest techniques. The list of tools we utilize are:
- Automatic Call Distribution: Automatic Call Distribution (ACD) system refers to the basic technology of a call center. ACD is used to route calls from customers to the most appropriate telephone operator.

- Computer Telephony Integration (CTI): This one refers to the process wherein a telephone switch can pass call information to a PC in order to manage data as per commands from a software application.

- Caller Line Identification (CLI): CLI identifies the phone number of the caller. As a result CC operators can successfully track monitor problems. The combination of CLI and CTI allows a PC to call on the screen the file of customer calling soon after call has been made. This improves the overall service levels.

- Scripting: Script is essential for a professional in a telephone conversation; this tool allows the script to automatically appear on the agent screen. It is used in combination with CLI and CTI.

- Call Blending: The MIS together is used along with ACD for peak period staffing by identifying those periods.

- Predictive Dialers: These are used where conversation length needs to be standardized. Dialer predicts time and then begins to dial the next number so that the agent can eliminate time spent in dialing, waiting as well as getting engaged numbers.
- Interactive Voice Response (IVR): Interactive Voice Responseis used for proper interaction between database and a caller.
- Dialed Number Information Service (DNIS):DNIS technology is utilized to route calls to the particular workgroups in a call centre where agents who speak a particular language facilitate technical support for a certain product.