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Report: Public Call Centers Lag Behind Private Sector

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Report: Public Call Centers Lag Behind Private Sector

March 03, 2009
By David Sims
TMCnet Contributing Editor
New research from Rostrvm Solutions reportedly finds that public sector call centers are not making the most of technology such as Computer Telephone Integration. In fact, the firm found, less than 20 percent of public sector contact centers take advantage of the technology, compared with over 50 percent in the private sector.

Ken Reid of Rostrvm said public authorities “need to look closely at the advantages brought about by CTI (News - Alert). With efficiency being a hot topic in the public sector at present and the efficiency agenda, it is essential that public bodies use the best available technology to streamline customer contact, consolidate business processes and deliver services as efficiently as possible.”  
With all the advantages that CTI has to offer, Reid says, public authorities “can begin the move towards better efficiency in their contact centers.”

Rostrvm’s research also highlighted the large number of different software applications used by call center agents to process calls - the numbers ranged from one to over twenty, Rostrvm officials say: “Call center agents use an average of four software applications to process a call. Managing multiple applications is a large drain on resources that can be addressed with CTI technology.”
In November, TMC ‘s Anshu Shrivastava reported that Epicor said that it expanded its footprint for IT service management through Epicor ITSM. Built on an adaptable Epicor service-oriented architecture, ITSM is a complete service desk management solution that enables best practices and management of IT services.

Epicor ITSM can be extended to external applications and businesses, including an application programming interface for computer telephone integration; inbound and outbound Web service integration through Epicor Service Connect.

With the addition of an interface that allows telephone software to launch a new Epicor form for incoming calls, CTI opportunities have been enhanced, said officials.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Michael Dinan
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