Call Center Solution

Lower cost of ownership

 Massive set of features included in base system. No vendor lock-in.

Reduced Call Costs

 Least cost routing allow the use of multiple telephony service (i.e. multiple service provider including VoIP ITSP’s) with calls intelligently routed across the most cost effective service.

Increased revenue

Call frequency can be increased by utilizing Computer Telephony Integration (CTI). Simple solutions such as 'Click to Dial' from browser based CRM's are available as free downloads, advanced solutions such as predictive dialing can be integrated directly between your CRM and our IPBX.
In high volume outbound call centers, increased call rates of 25% have been experienced by the implementation of Click to Dial.

Decrease staff costs

Increased outbound call rates and more effective inbound call routing can reduce the number of staff required to handle the existing work load.

Improved customer satisfaction

Recording and real-time call monitoring allow supervisors to monitor staff activity and give instant feedback without the supervisor having to leave their desk. Improved staff training levels leads directly to improved customer satisfaction.

Reduce time between calls

 Click to Dial, direct CRM integration, elimination of mis-dials all leads to a reduction in time staff spend between calls.

 Increase staff resource pool

In a tight labor market an our IPBX allows you to route inbound calls to home based staff.  Increase the possible labor pool by employing mothers and the semi-retired as well as offering staff more flexible working arrangements. Home based staff can use their existing phone with monitoring, recording and reporting identical to internal staff. Home based staff will also not receive a phone bill as all calls are originated from the call centre.

 Eliminate mis-dials

 In a typical outbound call centre 15% of the numbers dialed are mis-dials (e.g. wrong number dialed). Implementation of CTI such as Click to Dial completely eliminates mis-dials.

Advanced call Queues

• Unlimited number of call queues
• Ability to allocated staff to queues based on skill set.
• Cascading queues
• Per Queue priorities
• Per Call priorities
• Multiple call allocation algorithms
• Home based staff can be allocated calls from any queue

Realtime Queue reporting

• Monitor queue activity in realtime
• View number of logged in agents
• View agent activity
• Monitor service levels

Advanced IVR

Programmable IVR with ability to modify IVR menus based on your customer database.
Examples

• Check customers outstanding balance.
• Take credit card payments
• Check customer membership status and prioritize calls

Business message management

Record your own business messages for IVR and queue messages. Record alternate messages for busy periods and activate them with a click of a button.

Individual and group voice mail messages

Provide group voice mail boxes for your primary business numbers to take messages during out of hours. Group mailboxes can be monitored via a web interface and/or email notification sent including an attached wave file.