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Call Center Software Solution – Finding The Right Inbound Contact Center Mix

call center software solution

For many companies finding the right inbound call center software solution is crucial to successfully meeting or exceeding the requirements of their service level agreements (SLA’s). The problem is that there are so many companies offering stand-alone and cloud based software that contact centers are hard pressed to find the most suitable one. Add to this the fact that there are many different call center software solution features, some of which may be beneficial while others may be useless depending on an inbound call center’s particular requirements. You can access info about call centers at this site.

Fielding inbound calls is never easy. The calls can come in trickles one moment, and surge the next. Some inbound calls require agents with sufficient product knowledge or certification is certain fields. For example, a client which operates a financial institution may require agents with educational background in business. That makes it essential for contact centers to find the right mix of features that makes running a complex inbound call center more manageable. The features which many inbound call centers opt for include:

Automatic Call Distribution (ACD): This is a feature almost all inbound call centers use. This feature allows the efficient and appropriate distribution of incoming calls. The company usually customizes or pre-programs call distribution rules which take into account the most appropriate agent, which agents are free, the client’s preferences and which department the call should be assigned to. ACD is usually designed to work with other call center software features such as call monitoring, IVR, reporting, etc.

Pre-Programmed Call Queues: This is a feature that allows for separate queues for each client, department, or specialized skill. Other parameters that can be regulated include the maximum size of each queue, the maximum length of waiting time in each queue, and when a callback prompt should be activated. Queues can also be customized to give head of the line privileges to VIP clients.

Interactive Voice Response (IVR): Interactive voice response systems can be used judiciously to pre-qualify incoming calls. You can obtain the identity of the client, the phone number he is using, the reason for his call, and if his concern needs special handling (does the client need an agent with special skills?, etc.).

Call Monitoring and Coaching: Some agents, especially new ones, may need help in fielding calls especially if they chance upon one from a difficult customer. With call monitoring, the supervisors and managers hear the call in real time and are able to either provide whisper coaching or to take over the call when necessary.

Real Time Data: It is important for agents and their supervisors alike to be aware of such data as the number of calls in the queue, the average time for each call, the average waiting time, and whenever the maximum wait time has been exceeded. Base on these data they can adjust the way calls are fielded to meet client requirements.

Historical Data: Supervisors and managers use historical data to determine service levels, individual and group performances, the effectiveness of particular promotions and campaigns, and whether SLA requirements are being met.

The number of features each contact center would need depends on their situation, usually defined by the SLA they signed with the client.

Open Frame Touch Screen Uses And Benefits

open frame touch screen

Many of us have used an open frame touch screen without realizing it, most likely because we think touch screens are all the same. But if you have used an ATM machine you have already come into contact with an open frame touch screen.

By definition an open frame touch screen monitor has just enough structure to hold the screen and its electronic components together. This is because they are not designed to stand alone, but to be integrated into some unit which will provide the better support and protection. In a way they can be likened to built-in appliances like ovens and stoves which are recessed into kitchen cabinets and structures. Without open frame monitors, manufacturers of such things as ATM machines or industrial control consoles would have to take a normal screen apart, throw out the outer frame and just use the LCD portion.

Just like regular touch screens, open frame ones also use different types of touch technology. At the moment, most open frame touch screens use either projected capacitance (ProCap) or surface acoustic wave (SAW) touch technologies.

These types of screens are used in many types of end products. Some of these are:

Automatic Teller Machines and Interactive Data Input Kiosks in banks which allow the client to type in the details of the transaction he or she wants to make before seeing a cashier. Both machines provide increased levels of convenience for bank staff and clients alike.

Open frame monitors are widely used in producing gaming consoles. With the growing complexity of online computer games, screens of different sizes are incorporated into consoles. Some consoles are large enough to allow multiple players to use them simultaneously.

Small and medium open frame touch screens are used for industrial applications. These are used for controlling industrial machinery such as CNC machines, radial drills and various types of manufacturing machinery. The simplest ones only have basic controls such as turning machines on and off, and uncomplicated routines. Medium to large screens are used to control more complicated industrial processes.

Information and advertising kiosks use larger types of open frame touch screen monitors. You can find these screens providing information at hotel lobbies, hospitals, government buildings, and banks. Advertising and kiosks containing advertisements and product information can be found scattered in high traffic footpaths, in trade exhibits and in showrooms.

Business offices also benefit from open frame touch screens embedded on walls and tables inside conference rooms. These screens give


An open frame monitor provides the LCD monitor and enough supporting structure to hold associated electronics and to minimally support the LCD. Provision will be made for attaching the unit to some external structure for support and protection. Open frame LCD displays are intended to be built in to some other piece of equipment. An arcade video game would be a good example with the display mounted inside the cabinet. There is usually an open frame display inside all end-use displays with the end-use display simply providing an attractive protective enclosure. Some rack mount LCD display manufacturers will purchase desk-top displays, take them apart, and discard the outer plastic parts, keeping the inner open-frame LCD display for inclusion into their product.


The Accuview open frame touchscreen monitors are used in projects in various industries. A public kiosk with a secured thick 6 mm vandal proof glass is a good example. Another example is a touchscreen monitor with a hard wired toggle on/off switch that controls the on/off function of the touch sensor for the cutting machine of a big lumber yard company.

Security System Toronto – The Important Features Of A Commercial Security System

security system in greater toronto

The type of security system Toronto business owners need really depends on a lot of factors, although the main one has to be the nature of their business. Establishments which handle small items of high monetary value typically require a more robust security system in greater toronto business owners don’t normally ask for. These high risk establishments include banks, jewelry stores, high end watch stores, and the like.

While the security requirements of each unique business establishment will differ, there are some features of commercial security systems which are truly important. Among these are:

Access Control Systems: When we say access control we mean two very important aspects; physical barriers and control of permissions to access certain areas of a company’s site. Physical barriers consist of walls, doors, windows, and locks all of which must be robust enough to deter unauthorized entry. Control of permissions is achieved through the use of identification cards containing access restriction information.

Access control is normally used to deny access to areas certain employees have no need to be. By the same token access to certain information and areas of a company’s computer network needs to be limited to people who need them in the course of their work. In some companies, like ICC Property Management,  data needs an equal if not greater degree of security than physical assets.

Security Alarms: There used to be a time when alarms simply made a loud noise when intrusion is detected. Modern alarm systems have sensors and motion detectors which include advanced software that prevents false alarms; these systems are usually smart enough not to report intrusions by small birds, rodents and animals. There are other advanced features including dialing pre-programmed numbers during intrusion incidents and working with installed video surveillance and recording equipment.

CCTV Surveillance Systems: Cameras and recording systems are becoming more and more indispensable. Though very small business establishments may not need CCTV surveillance systems, most other business do. These cameras offer protection from theft by people from outside or inside the company. Some companies even add a few dummy video cameras to deter theft, and discourage other forms of mischief.

Recorded footages become valuable especially in situations where a company’s clients try to make false claims in an effort to extort money. These may take the form of claims they have not received merchandise, received defective merchandise, been abused by company staff, or suffered an injury in the business premises.

Monitoring and Verification: There is still no alternative to human monitoring – the most advanced security system software can only do so much. When 24/7 monitoring is in place, intrusion and other untoward incidents can be verified through a control center manned by a security expert. This requires the services of experts from a reputable security company and a monthly fee, but is worth every penny. Police respond faster to verified incident reports as against tripped alarms which may or may not be real intrusions.

Your company may need only some or all of the above features depending upon type of business, location, inherent risk level and hours of operation. You need the assistance of reputable security agencies to help draft an appropriate security plan, and organizations such as the Association of Professional Security Agencies can help.