Contact Centre Technology
Square Systems has been providing independent technical services to contact centres and other companies for over a decade - see DTI factsheet on Computer Telephony Integration. We help businesses reap the benefit of developments in technology by creating tailored solutions that integrate with existing telephony and IT infrastructure. Our consultants are contact centre technical managers with up-to-date knowledge of new technology - including open source technology. Our market-leading IVR survey technology Opinion-8 makes extensive use of open source technology.
Square Systems technology will give you:
- Independence: We are independent of any one hardware or software technology supplier.
- Control: You decide what service you would like us to provide, whether advice on product options, help with installation and integration, bespoke software development or technology knowledge transfer.
- Cost-efficiency: Using open source technology wherever possible reduces cost and means you are less likely to need future upgrades to expensive proprietory software.
- Support: As required, from 24/7 to ad-hoc on demand support for technology provided.
Independent contact centre technology: solutions & support
We provide a full range of design, implementation and technical support services to help increase operational efficiency or set up new contact centres. Our support will ensure that your computer, telecommunications and Internet technology work together seamlessly.
Call centre technology - further reading
- Advice on product options, help with installation and ongoing support.
- Bespoke applications that meet your needs, based on either proprietary or open source software.
- Integration with existing telecomms and IT infrastructure
- Ongoing support for systems provided or developed as required, whether 24/7 or on-demand.
- Knowledge transfer to in-house staff, if you want to support the system yourself.
IVR and speech recognition technology
IVR software allows two-way interaction without the need for contact centre staff to answer the call. Callers are typically asked to respond to recorded questions by using the telephone keypad. Automating services either partially or completely allows call centres to increase their call handling capacity. Customers benefit by improved access to information and reduced waiting time, whilst contact centre costs are reduced. Speech recognition software is an optional feature of IVR applications. IVR and speech recognition technology is now within the reach of all companies both large and small, and we can work with you to identify or tailor-make an application that meets your needs.
IVR and speech recognition - further reading.
Opinion-8 IVR survey technology
Square Systems developed the Opinion-8 automated customer survey system now being used by large numbers of contact centres and other organisations to gain feedback from customers and employees. Opinion-8 is also being used as market research survey technology. Web, telephone and SMS surveys at a highly competitive rate, ease of use and powerful reporting tools make Opinion-8 survey platform a market leader. Find out how and why we developed Opinion-8, or for more information please visit our dedicated Opinion-8 IVR survey information site.