Web Based Call Center

Internet Support Services:

There are many companies providing internet support services. This includes email management, chat, collaboration, e-commerce, web hosting and development. Internet support services provide high quality customer services. Through internet support services it becomes very easy for the customers to transact business and get other help from the operators.

Internet support services can meet the needs of each client, and include evolving e-commerce and e-care solutions. An internet support service includes the following things.

  • Single source customer contact center with full integration of Internet, inbound, IVR and outbound services,
  • Agent integration into your Web site,
  • Transaction processing,
  • Web site development,
  • Web application hosting,
  • Domain name registration and management,
  • Single data source to support your fulfillment activities,
  • Real-time Web-based monitoring to view your program and,
  • Business/consumer profiling and updating.

An internet support service allows agents to interact with the customer over the internet. For this there are various tools which is described below:

Email Management:

Through Email management a high volume email enquiries can be handled. This tool can easily track the incoming messages and provides an auto reply to the customer. This way both an agent and customer come to know about the message availability.

Chat:

This is the best way to get connected with the customer. Chat provides an uninterrupted communication between agents and customers. Chat provides a means for customers to obtain answers to questions or resolve customer service issues without having to disconnect from the Internet or use a phone. Chat allows your customer to stay online and still have contact with an agent, by way of real-time, one-on-one chat sessions.

Collaboration:

Call center agents push web pages through collaboration to the customer, in order to direct the customer through your site.

Form Sharing:

Form sharing services assist the customer to fill the form easily. Form sharing allows the agent and customer to share the same form at the same time. It may happen sometime that customer gets confused about the appropriate data to enter into the form, at that time agent can assist by taking over the typing to complete and submit the form for the customer.

E-commerce:

E-commerce capability includes shopping cart, credit card processing, audio and video delivery, FAQs, search, email management, fulfillment, connectivity and database support. This is all supported in a highly secure environment, using industry standard SSL encryption for all transactions.

With effort of some VoIP service proivders, today it is possible to connect the VoIP router into the existing central phone box. And we can connect every phone at home and office with VoIP. Though, this service is banned in some countries, yest most countris have legalized it. Major VoIP service providers are rushng their VoIP services to the countries where the VoIP has been legalized.

Apart from above mentioned services web based services also include the web based transactional processing.