Business Communication Solution

	Business Communications Systems
	Contact Center Solutions
	Consulting
	Resource Management Services
	Anthem Solutions
	Other Solutions

PRODUCTS AND SERVICES

» CONTACT CENTER SOLUTIONS

DTSI takes the contact center experience to new heights with solutions that optimize profitability and offer better management of calls. These solutions employ tools that increase efficiency and effectivity thereby lowering agent idle time, producing more accurate and timely reporting requirements, and providing more personalized treatment of customers.

Automatic Call Distribution (ACD) efficiently routes incoming calls by matching the right customer with the right agent skill. This is an intelligent system that effectively segments customers according to the appropriate service level, thereby improving first call resolution, reducing the rate of transfers and abandoned calls, and increasing overall client satisfaction.

Call Management System (CMS) collects and organizes information pertaining to contact center activities in real time. Transactions in all sites are merged into a single database application to generate current and historical reporting requirements. Such data in easily-accessible and readable format is relevant input for companies who want to be able to monitor how their outsourced businesses are performing.

Interactive Voice Response System (IVRS) provides intelligent and automated self-service transactions integrated into an enterprise’s overall phone and IT infrastructure. This provides customers accurate responses to their requests and at the same time reduces service costs.

Computer Telephony Integration (CTI) acts as an electronic bridge linking telephones with personal computers and allows immediate access to customer information while taking a call. This personalized approach enhances customer experience, encourages customer retention, and shortens talk-time for the agent.

Call Recording System is a quality assurance tool that accurately measures an agent's performance by capturing customer experience during contact center interactions. This provides supervisors and managers key information to be able to further improve processes and allows comparison with past performance, resulting in improved service levels and increased business effectiveness.

Predictive Dialer System (PDS) allows businesses to interact efficiently with customers by screening non-productive call events, increasing right party connects, enhancing productivity, thus translating into cost savings and higher revenues. This also forms stronger relationships with clients by anticipating their needs and notifying them of account updates.

Workforce Management (WFM) optimizes staff requirements through forecasting, scheduling and planning to ensure adequate and efficient response to varying call volumes. This is a cost effective system that automates complex manual tasks and reduces the paper trail pertaining to record keeping.