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The high-tech web-enabled call center solution by Trixbox has truly assisted the strong commitment of OneCall towards customer-service. Further, Sangoma solution provides the following advantages:
1. Automatic Call Distributor (ACD)
OneCall boasts of an efficient and automatic call distribution system that follows rules-based routing which is applicable across all media types. This is a flexible system that economically utilizes the call center resources and allows the right type of agents to attend customer calls.
2. Interactive Voice Response (IVR) Fax on Demand (FoD)
This comprehensive system leads to distribution of routing information with the help of FAX or pre-recorded voice messages and includes services like speech recognition, self-service and FAX management capabilities. It is also very handy in reducing fatigue, increasing efficiency and decreasing the time spent by agents in imparting information.
3. Outbound call management & predictive dialing
Predictive dialing is a great accelerator in increasing the productivity and uses a complex algorithm to ease out the workflow of the calling center. Apart from automating the dialing process, it saves large amount of time and effortlessly screens out machine calls like - no answer, busy, out of order and other messages. The strong outbound dialing functionality of Concerto incorporates predictive, power and preview dialing modes.
4. Computer Telephony Integration (CTI)
In contrary to the common discretion that CTIs are mere screen pop-ups on agent systems that display customer information, OneCall covers a wider spectrum and co-ordinates the real time voice and database events. It has provision for real-time feedback , dynamic routing schemes, real-time reporting and workforce management.
5. E-mail Management
Agents are effectively able to address customer requests due to an efficient system of automated e-mail responses, extensive knowledge base and intelligent routing facilities.
6. Web Chat & Web Collaboration
The agents are able to aid customers visiting company's web site by way of live interactive chat sessions and collaborative assistance through agent/customer browser synchronization.
7. Call/Multimedia Blending
With efficient and flawless blending capacity, every agent can easily access any form of contact and communication. All outbound & inbound web, voice and email interactions are seamlessly delivered to agent's desktop.
8. Conferencing
This system allows up to eight part y conferences to be set up. The parties in the conference can be external callers, multiple agents or supervisors.
9. Web Callback
This facility entitles the customers to receive a return-back call by the customer service representative and is activated on selecting the "callback button".
10. Web Call Through
Web Call Through allows customers and agents to be connected in a voice interaction and web collaboration session, during their visit to the company's site.
11. Soft Phone
In this system the call control is from the agent desktop and its voice is delivered through a headset to the agent. OneCall uses highly efficient and renowned "Plantronics headphones".
12. Interfaces for Integration with Applications
We use documented OCX controls to integrate various applications like customer relationship manager (CRM) modules, lead management software and billing applications for screen pop- ups, predictive dialing etc.
13. Contact Monitoring
At OneCall, every transaction/interaction is special to us. Our supervisors are empowered to silently monitor every transaction and keep a constant vigil on the agents and coach them quietly. If required, remote supervisors can swiftly engage themselves in the interaction via three party conferencing and can even trace online performance reports to take prompt corrective action.
14. Voice Messaging
Voice messaging allows callers to leave messages in case no agent is available to attend a call. This feature has two major benefits- (i) It ensures that no call is lost and (ii) Voice messaging can be used to handle overflowed demand.
15. Management Information systems
At OneCall an accurate and comprehensive information system is followed to enhance reporting capabilities. Detailed system statistics are processed and formatted into different formats, in other words various reports are generated through excellent MIS incorporated at OneCall. Detailed system statistics are captured and processed in different formats giving: standard historical reports, online status information, trend report, unified management and reporting and well documented open database for user configured reports. Above all MIS keeps the whole system integrated that results into better service delivery all the time.
16. Scalability
At OneCall we have the Infrastructure that provides enhanced flexibility and ability to expand to an 100-agent call center, using Sangoma Cards. 17. All - Media Logging The media logging facility acts as a perfect platform for providing vital transactional proofs and recordings of emails, chats, conversations and videos. It is also a versatile tool for training agents and monitoring all communication.
18. Remote Agent
It empowers the agents to be physically present anywhere in the world and still perform their tasks, as far as they remain connected through VPN tunnel. This leads to a sharp decline in the costs and leads to tremendous agent flexibility. In other words the technology that OneCall has the concept of a virtual call center is now a practical reality. Thus, OneCall has an option to facilitate its workforce to accept and make calls from remote offices or even from home. This technology is also capable of keeping monitoring and control systems in place to make this scenario a possibility. Remote agent technology enables our call center not to be hampered by factors such as bad weather preventing our agents from commuting to work. Our employees can even keep working with some illness or family condition that would typically stop them from coming into the call center. By virtue of this technology we can hire (and retain) some of the best agents who are unable to commute to work on a regular basis.
19. Web Integration
It is a significant feature that helps companies to provide live online support and gives confirmation to the customers that there is an expert advisor ready to help them out. It allows the customers to interact with the call center agents with the help of collaborative browsing, web call-back or web-chat.
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