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Contact Center platforms
Contact Center Server features skills-based routing for inbound calls, outbound capabilities with a range of dialing modes, quality monitoring tools and real-time statistics and integration support for CRM solution.
Inbound
Contact Center solution allows to route incoming calls to designated agent based on skillsets, availability, call priority or queue loads.
When the call is received and when is the queue waiting for an available agent, it receive a call treatment providing welcome message, music on hold and periodic messages. Also it can request the agent for ID or some data to be passed in advance to agent at the moment the call will be answered.
Outbound
An outbound campaign will attempt to successfully connect the agent with a live person at the other end of the phone line. Manual dialing wastes considerable time weeding out the No-Answer, Busy, disconnect etc., and also consumes time and energy for the agent to Dial. The contact rate is poor and the ‘talk to’ duration is often less than 15 minutes in an hour. With a Predictive Dialer, the contact rate will jump dramatically because the Dialer will dial more lines than the total number of agents at any given time. In a typical scenario, the “talk to” time will be dramatically higher.
The Predictive Dialer is an excellent tool for outbound telemarketing. It offers one of the most advanced dialing systems integrated into Soft PBX and is designed to increase the talk time for Agents.
Multimedia: Chat, E-Mail
This feature integrates different way of communication for customer service. Is it possible having Chat or E-Mail queues for request from web sites.
Queue Reporting, Analysis, and Real-time Monitoring
Analyze your corporate data quickly and easily to assess the performance of your contact center on all levels and carry out short-term adjustments, midterm improvement or long-term vision. All information about every aspects of your business; agents, groups, calls, campaign, line management, queues, adherence, is available in every details in the database.
Recording Quality Monitoring
Ensure that all of your agents have the information, skills, attitude and motivation to use their full potential to achieve your objectives. Live monitoring allows you to provide ‘whisper’ coaching for new agents or difficult situations. Recorded monitoring supplies a valuable source of information to prove compliance, resolve disputes, and evaluate training.
Interactive Voice Response
We provides interactive voice response (IVR) solutions that allow callers to automatically obtain information or perform transactions using a phone system. Callers are presented with recorded voice prompts and menus and our IVR system accepts input from these callers using phone keypad input.
Whether your organization needs to purchase an IVR system or utilize hosted IVR services, Gintel can develop a custom IVR solution that meets your phone answering requirements.
Our IVR solution can validate in the application requested information from the caller, and provide direct response, or transfer the call to a skillset queue with the attached data.
Contact Us Today to learn more about our systems and services.
