Chapter 7: Better Phones; Quality Sound

Call Centers For Sales & Services

The most advanced capability of ISDN to control and manage calls is in the typical sales or service center. For not only can incoming data from the D channel shape the way calls are answered and handled, but D-channel signals from the call center can, in fact, control much of the functionality of the public telephone network itself.

Today, almost everything we buy can be purchased by phone - from airline tickets and hotel reservations to computers and televisions; from stocks and bonds to shirts and socks. These and hundreds of other products and services are offered through telephone agents who greet customers, discuss options, and take orders on the spot.

And sales are only the beginning. Companies in hundreds of fields - computer and automobile makers, power and water utilities, food and toy companies - all maintain call-in product and technical service centers to answer questions, solve billing or service problems, and help users and technicians maintain and repair installed equipment.