| Business Innovation offer for call-center / contact-center |
The offer is supplemented by a training package developing the sales skills of call center agents.
| Proposed system functions |
Helpline
Incoming calls handling and their distribution according to business objectives is the basis for the functioning of each customer service department, sales or proper call-center. Virtual solutions enable flexible programming of announcements, queues and forwarding calls to groups of agents.
We offer call center systems that provide complete agent work statistics and customer service quality available on-line. We follow the efficiency of marketing channels, the number and time of incoming and outgoing calls, the effectiveness of agents' work. We adapt type of information to your needs. Statistical data is available for future analysis in presentation systems.
The effectiveness of outgoing campaigns can be increased by applying automation, i.e. dialer. Call center agents can make calls according to list of clients defined in the campaign.
Large call centers can apply automation using the predictive dialling mechanism, where the system initiates calls and then connects them to a free call-center agent.
Conversations recording and other call-center interactions is often necessary to meet legal or business requirements. We offer cloud systems that guarantee the security of data processing confirmed by entrustment agreements consistent with RODO / GDPR.
Calls recording are also used to train agents and improve the quality of customer service.
The business efficiency of the call-center team's work increases when the system is integrated with business applications such as CRM.
Basic integrations allow:
- customer card search based on incoming calls
- registering calls in the CRM database
- easy dialing of calls using the click-to-call function
Integrations are prepared in the computer-telephone version (CTI interface), or application server-telephone system (REST API interface).
A comprehensive offer for call-center includes the operator function:
- assignment and transfer of telephone numbers
- international telephone numbering
- attractive, negotiated connection rates
- managing the presentation of numbers
- trunk SIP links
We offer operator services together with NFON the European operator of virtual telecommunications solutions.
Modern contact-center ports customer interactions in many electronic channels, not only by telephone. Examples of channels are: voice, chat, video, email, sms. Our solutions, in a unique way, allow queuing calls in all channels and current, automatic allocation of them to free agents. All customer interactions data are recorded in a single CRM database.
Modern solutions can use multimedia communication technology in the webRTC web browser. The client can communicate with the contact-center in many ways, simply by using his web browser. The integration of communication solutions with the website takes place simply by pasting url links.
| Our offer most important benefits for the call center |
| Examples of “made-to-measure” implementations |
A typical telephone system allows to obtain information about agent`s missed calls. Professional management of the sales department and hotline requires shortening the time of customer service. To achieve this, we have implemented a web application that presents an all agents list of missed and unanswered calls. It allows to call back by clicking on the PC screen in the CTI standard. The call back is removed from the list, which allows effective management of the sales team minimizing the number of lost sales leads.
The outsourcing business service center`s customers have increased privacy requirements. Due to buyer request, a modification of the semi-automatic call dialing system in outbound campaigns was prepared so that the call center agents would not know the identity of the clients and would not see their telephone contact numbers.
| Preferential implementation |
