Customer Service and Support By Phone

Customer Service is vital to maintaining successful business relationships. Providing accurate and timely information in a professional manner is the key to any call center operation. Our customer service software and phone system was built on this foundation. But the flexibility to change is just as important in this dynamic business environment. DSC call center software was designed with this concept from the very beginning. That is why call center managers, with unique and changing requirements, have chosen and continue to use our customer service software as their solution. And our contact management phone service is ideally suited for call center service bureaus. When you need to quickly implement a new program or change existing campaigns, our products are the customer service solutions of choice.

Outbound call campaigns can be launched announcing a product warranty information. Pre-recorded messages can be played to call recipients or answering machines. If your customer needs to talk with a member of your customer support team, the message can be programmed to allow a "Press 1...." option and the call will be transferred to one or more designated phone numbers. Calls can also be automatically placed to remind customers of ordered product shipments or delays.

To view how other businesses and organizations are using our customer service phone applications, please visit our Customer Service Applications web page. Contact us today and let us show you how we can tailor a customer support system or phone service to meet your requirements, whether performed at our center or yours.

Smart Approach To Outsourcing Your Customer Support Phone Service

Using our phone service technology center, you can outsource your phone service while maintaining control of your customers interaction using your own customer service representatives. Our phone systems can route your customer service calls intelligently to your service reps, even those working remotely. After hour calls can be answered using our intelligent IVR program that can simply record the call or transfer the caller to one of your service reps based upon your customer support business rules.

Our outbound phone system can likewise contact your customers automatically with warranty reminders, playing recorded messages. This service can also include alerts in the event of a known problem that may effect their continued use of your products or services.

Remote Customer Service Representatives

A significant benefit of today's telecommunication advancements is the ability for your employees to work from home. Database Systems Corp. has developed a family of telecom products that promote this capability. Telemation, combined with our PACER call center phone system, fully supports remote agents. Now your customer care workforce can be significantly expanded with the addition of work at home employees. The economic savings and environmental advantages are significant. To obtain additional information about our remote agent capability, you may view our Remote Agent page.

Customer Service Software and Phone System

Customer Service System

DSC can provide your customer support center a complete turnkey customer service software and phone system that is both affordable and expandable. This solution includes our award winning contact center software solution (Telemation) and our inbound/outbound call center phone system.

The WIZARD customer support phone system is developed using industrial PC components from Intel/Dialogic and can provide your organization with inbound and outbound features normally associated with large PBX systems. Telemation is fully integrated with this system and is capable of performing all forms of outbound calling including Predictive Dialing. Likewise, inbound campaigns can be developed that support call distribution to customer service agent groups as well as stand alone IVR interactive voice response programs.

To obtain additional information about this integrated solution, click on the "Customer Service System" button.

Applications and Benefits

An automated customer service phone system has a wide variety of applications within a support organization:

Management Reports

• Inbound Support Call Distribution
• Outbound Problem Notification
• Follow-up Processing
• Problem Escalation
• Customer Service: Follow-up
• After Hour Phone Messaging
• Customer Satisfaction Surveys
• Repair Dispatch

• Consistent Call Introduction
• Maximized Productivity
• Increased Customer Support Rep Morale
• Enhanced Cost Savings
• Improved Control
• Efficient Use of Resources
• Expanded Information Capability

Customer Support Phone Features

• Complete Predictive Dialing System
• Automatic Call Distribution (ACD systems) with ANI and DNIS recognition
• Interactive Voice Response (IVR systems)
• Text To Speech Software Applications
• Call and Voice Recording System
• Comprehensive Supervisor Command and Control System
• Support Rep Monitoring and Control
• Progressive, Preview, and Predictive Dialing System
• Outbound IVR and Voice Broadcasting
• Answering Machine Messaging
• Comprehensive List Manager with Data Import
• Remote Agent (Work At Home Support Reps)
• Fully Integrated with Our CRM Application TELEMATION
• Softphone Integration to CTI Enable Your Existing Applications
• Report and Graphical Presentation of Historical Phone Data
• Industy Standard Telemarketing Equipment Components

Product Information