Interacting across Media

Not so very long ago, call centers were expected to handle only telephone calls. Today’s contact centers—as the name implies—do a lot more. The ubiquitous presence of the personal computer, the growth of the internet, smartphones, and advances in networking technology now allow customers and agents to communicate over multiple channels, using both circuit-switched voice transmission, Voice over Internet Protocol (VoIP), and broadband. Cross-media contact centers are concentrated areas of communication, where agents receive and process thousands of calls and emails and engage in web-based communications daily, from all over the world. It is critical that all of these contacts be handled efficiently.

Here are some examples of the type of media interaction within a cross-media contact center application:

  • IVR/IVVR — Customers can use their phones to receive fast, accurate, automated information. Smartphones can be used to receive video communications. If a customer requests agent assistance, that request is put into the queue and handled according to priorities established by the system manager.
  • Voice messaging — Callers leave voice messages for agent attention
  • Email and fax — Customer email or fax requests are distributed for delivery to agents’ attention applications. Customers receive automated replies, acknowledging the inquiry or answering the specific question. If necessary, the email or fax is placed into the queue for a personalized response.
  • Web chat — Web-based, real-time application for online customers, which is used to receive live, text-based assistance from agents
  • Call back — Creates a call back request for agent assistance instead of an immediate connection, often at a specific date and time

Dialogic® PowerMedia™ Host Media Processing Software can enable network interface functions along with talking and listening functions such as speech recognition and text-to-speech using third-party software. PowerMedia HMP is very flexible and can be configured in many different ways to provide all the services a cross-media contact center requires, including the self-service applications that save so much time and money. PowerMedia HMP enables the following:

  • Voice processing – Provides different densities for a variety of system configurations
  • IP telephony – Supports IP media stream with a PSTN network interface available through Dialogic® HMP Interface Boards (DNI Boards)
  • Speech technology – Allows automatic speech recognition, text-to-speech, speech compression, and voice verification in a variety of densities using third-party software
  • Conferencing – Supports multiple conferences, large numbers of conferees, and sophisticated features such as active talker status, DTMF detection/clamping, coaching, and individual volume control
  • Fax – Offers high fax density

Learn More about the Dialogic® PowerMedia™ Host Media Processing Software

Today, when IP contact centers are the norm, Dialogic® PowerMedia™ Host Media Processing Software is the leading choice for building contact center solutions worldwide because of its proven scalability, density, and reliability. Based on the same media and signaling technology perfected by Dialogic in its various TDM-based products, developers have been able to easily transition their contact center, IVR, and voice portal solutions from TDM to IP because of common APIs. In hybrid environments, Dialogic® HMP Interface Boards (DNI Boards) can be used to connect HMP-based solutions to the PSTN, simply removing the boards when an all-IP network is in place.

More Information

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