| COMMUNICATIONS | |
| ________________________________________________________________________________ |
Call Centre
Call centre Solutions
i-TEAM
is a specialist in PBX and PBX software
solutions for the SME call centre market.
Our
call centre service solution is specifically designed for
SME Call Centre market (currently 2-200 seats). One such
call centre software product is ActivCTI
– a Call-Centre-in-a-Box solution.
Our solution currently consists of the
following components:
Automatic Call Distributor (ACD)
Supervisor
Call queuing
Real-time queuing information
Powerful group management & configuration
Unlimited groups
Individual group greeting messages
Group overflows
Real-time statistics – reports
Historical statistics – reports
Call routing based on DNIS
Operates with any PABX
Agent Desktop
Fully functional desktop client application
Inbound / outbound control
Breaks (customer-specific)
Unique login using ID, password & ext number
Wrap up (customer-specific)
Complete reporting of all agent events
Overflow receive capability
Free seating
Reporting
Standard reports
55 standard reports (calls offered, handled,
abandoned, group & agent productivity, etc)
Easy retrieval
Custom reports
Customised reports and third party products
available
Easy retrieval
Interactive Voice Response (IVR)
Integrated /
Transactional IVR
Caller is prompted to enter a number based on a menu selection
Information is retrieved from a data source and played back to
caller
(e.g. balance figures or customer-specific info)
Interfaces currently available
- ODBC compliant databases
- Telnet VT100/220 HTML
- TCP/IP
- SMTP/POP3
- Fax back solutions
- Others available upon request
|
Auto-Attendant IVR
Option 1 – Routing
- Caller is prompted to enter
selection from menu list
- Caller is routed to a specific
department / extension / group
- Can also be supplied as a
stand-alone product to perform routing functions
|
Option 2 – Digits Capture (value-add to Option
1)
- Caller is prompted to enter a
reference / account number
- Relevant data is transferred to the
agent's desktop along with the caller
- Unnecessary talk-time is eliminated
|
Dialler
This is a pre-view dialler that automates the
dialling functionality thereby improving the productivity and
errors that are associated with agents manually dialling
telephone numbers. The increase in agent productivity achieved
to date is up to 80%.
Option 2 – Digits Capture (value-add to Option
1)
- Automatic call launching
- Call re-scheduling
- Campaign controls
- Increased dialling efficiency
- Can be interfaced into Goldmine, Heat & other CRM &
customer
contact packages
|
PowerConnex
This is a suite of products from fully featured
predictive diallers, reporting, coaching, CRM and scripting
tools to enhance the productivity of your Contact Centre.
Voice Recording Solutions
Recording Solution
Recording is commenced and terminated by
lifting or replacing the telephone handset, giving the operator
full control without having to install a CTI or SMDR interface
to the PABX.
The advanced telephone handset trigger ensures
a single recording per conversation per extension. This
facilitates easy retrieval of unfragmented recordings (unlike
other voice-activated solutions that generate numerous voice
files per call, depending on voice activity).
Calls can be initiated or answered via the
numeric keypad on a standard 101 keyboard, or using the normal
telephone handset.
|
