GLOBAL SERVICES BULGARIA JSC

Systems and Technologies

The company has integrated a number of technological solutions securing high efficiency is achieved, granting quality of service, ensuring constant monitoring and control and providing full reporting and statistics.

We use the following technologies:

  • Private Branch Exchange (PBX) – telephone exchange
  • Interactive Voice Response (IVR) –interactive voice system - allows quick selection of a specific service or automatic self-service
  • Automatic Call Distribution (ACD) - allows the distribution of calls to a free operator or the operator with the most appropriate experience
  • Computer Telephony Integration (CTI) – telephone and computer integration system - provides a window with information about the call, the customer and the levels of identification
  • Customer Relationship Management (CRM) –a customer relationship management system. Being divided into three modules - for Customer Service, Sales and Marketing ones, it allows the optimization of the employees’ workload, improves customer service, permits the monitoring of business processes by managers and grants the reduction of communication costs
  • Call Management System (CMS) – the system provides an opportunity for producing various types of reports that meet specific interchangeable requirements
  • Automatic Call Recorder (ACR) – a call recording system
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