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Call Center Technology | AWD/Contact | AWD/Voice | TA2000 Desktop |
Call Center Technology
DST’s Automated Work Distributor™ (AWD®) is an advanced, intelligent customer relationship management system. With AWD’s customer service and call center solutions, companies can work with customers in the channel they desire: phone, mail, fax, e-mail, or Web. Plus, service representatives have contact history, demographic information, transaction lists, and dynamic scripts at their fingertips. AWD also measures service effectiveness while seamlessly managing interactions between the front and back office by integrating with our TA2000 Desktop™. Even complex, long-running processes that span communication channels can be handled efficiently. AWD’s call center solutions include AWD/Contact™, DST’s workflow-enabled customer relationship management desktop. AWD/Contact interfaces with customer contact history contained in the AWD database. The customer’s disposition from the last contact is automatically presented to the call center representative. A complete history of the customer’s interactions, including calls, letters, e-mail, and electronic interfaces, is kept within AWD at the representatives’ fingertips. AWD/Voice® routes both inbound and outbound calls intelligently and quickly, providing CTI screen-pop functionality to the desktop, call record and playback, and IVR (Intelligent Voice Response) support. AWD/Voice collects historic customer data, ties it to the call, creates work in AWD for follow up and records calls, distinguishing it from other phone routing systems.
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