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Telecommunications
Telemarketing/Call Centers
Call centers are places where many calls are answered and/or made. Typically, an Automatic Caller Distributor (ACD) routes incoming calls to agents who are equipped with a computer terminal for retrieving customer information and for order entry. So called"outbound" call centers employ agents to place sales calls, generally using predictive dialers for automatic dialing.
Cellular Telephony
A computer telephony system can provide voice messaging for a carphone user. If the driver is busy on a call or does not wish to receive calls, incoming calls are forwarded to a cellular voice mailbox. The system plays a personalized greeting recorded by the subscriber and lets the caller record a message. The subscriber calls in at a convenient time to retrieve messages.
Voice Dialing
Another service available to cellular carphone users is voice dialing, which allows a driver to place a call by speaking a command such as"Call Home." Voice recognition technology makes it possible to speak a list of numbers and to associate each number with a spoken name.
Paging and computer telephony systems can work together to provide subscribers with enhanced messaging services. After callers leave a message with the computer telephony system they listen to a recording asking them if they wish to page the recipient. If they do, a signal is sent to the subscriber who calls the system and retrieves the message.
Customer Service
Telephone companies receive numerous calls from their customers including new service orders, trouble reports, billing problems and requests for information. Computer telephony provides faster service for these callers by asking them for their telephone number and the nature of the problem. Much of the information a caller is looking for can be accessed by computer while an operator or agent is servicing another call. Once the repair information or billing record is sent to an agent, the call can be forwarded.
Fax Mailbox
Voice messaging systems can provide "fax mailboxes" that provide coverage when a fax machine is busy or out of service. Fax information is received by a computer telephony system and stored as a computer file for later retrieval. The system notifies the recipient of the fax by automatically placing a call and playing a prerecorded message or by turning on the message waiting light on the recipient's telephone.
Voice Messaging
Telephone companies currently offer voice messaging service to the residential market using centralized computer telephony systems situated at the local central office. Callers who subscribe are given a password and mailbox number and dial a special number to retrieve their messages. In addition to being more reliable than most home answering machines, this also offers the advantage of a second line by taking messages when the subscriber's phone is busy.
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