Infra Call Center Components:
- Unified contact distribution
-Control over distribution of inbound, outbound calls and other customer’s requests
- Real-time agent monitoring
-Real-time accounting for the agent status and terminal equipment
- Longest Idle Agent
-Uniform call distribution
- Skills-based Agent
-Distribution of calls based on agent skill levels
- Personal (Preferred) Agent
-Distribution of calls based on the history of connections
- CRM-defined Agent
-External distribution algorithms
- Multiple ACD queues
-Independent and intersecting queues for processing different types of calls
- Call prioritization
-Priorities for inbound and outbound calls, defining the order of processing
- Call blending
-Processing inbound and outbound calls uniformly for the agent
- Call balancing
-Balancing load for outbound calls depending on the number of inbound calls
-Placing restrictions om the number of simultaneously connected calls in each queue
- Configuring rules for call routing
- Depending on time, date, day of the week
- On the basis of analysis of the caller’s phone number
- Depending on the line or called-party’s phone number
- Depending on the state of queues
- Depending on the number of working (active) agents
- On the basis of customer-entered DTMF
- On the basis of the data obtained from an external database or CRM system
- Close integration with the ACD allows the reconciliation of the following parameters
- The number of registered agents
- The number of free agents
- Queue length
- Current maximum and average waiting time
- Service level
- Other real-time statistics
- Supporting black and white lists of callers’ phone numbers
- Configuring custom processing of important (VIP) customer calls
- Using standard scripting programming languages for creating arbitrary routing rules
- A highly manageable and convenient tool for visually building IVRs
- Unlimited, complex and nest IVR trees
- Wide set of standard building-blocks for IVR creation
- The capability of building multi-level menus either visually or suing scripts
- Close integration of IVR and ACD, allowing to:
- Play music, messages and voice menus before, in the course of, and after waiting in a queue
- Offer voice menus of automatic services for the users still waiting in the queue
- Play the call location in queue
- Play waiting time approximation on the basis of Infra ACD real-time statistics
- A graphic interface unified with the system of configuring call routing and distribution
- A module for playing date, numbers, figures, etc…
- Integration with external databases and CRM systems
- The capability of extending basic IVR functions by using scripts in VBScript and Jscript
- Supporting VoiceXML
- Supporting Text To Speech
- Supporting Automatic Speech Recognition
- Build IVRs in multiple languages
- Automatic distribution calls from a unified list among several agents
- Simultaneous support of several outbound campaigns
- Automatic activation and deactivation of a campaign at a predefined time, day of the week
- Progressive dialing
- Preview dialing
- Predictive dialing
- Restricting the number of failed attempts:
-When the number is Busy
-When the number is Not Responding
- Shifting the call to the end of the list or re-dialing in a predefined time interval after a failed attempt
- The capability of defining up to 10 alternative numbers
- The capability of defining the activation time separately for each call from the list
- The capability of processing outbound calls by agents and by IVRs
- The capability of creating requests for outbound calls from within an external system
- The capability of locating the results of outbound dialing to an external database or CRM system in real time
- Automation of call-back
- Specifying date, time period and restrictions on dialing attempts
- Dialing is performed only if there is a free agent ready to process the call
- Inscribing call-backs from different sources
-IVR
-Internet
-CRM system
- Full range of functions for call-related operations:
-transfer, hold, simultaneous processing of several calls, conferencing, intervening, picking-up, spying (eavesdropping)
- Personal and centralized call recording
- Flexible interaction with external PBX (not Infra CommSuite); the following options are supported:
-connecting before PBX
-connecting after PBX
-by-passing of PBC
- Agents may use garnitures or ordinary telephone sets
- Telephone interface with embedded voice prompts enlightening the user
- Registering an agent in ACD from any workplace inside the office
- Registering agents both inside (locally) and outside the office (remote worker)
- Supporting mobile telephones
- Managing the agent’s Ready status from the phone or using graphic interface
- Visual call management using a convenient user graphic interface
- Wide capabilities of integration with external applications
- Real-time management of service levels for the entire call center
- Real-time management of service levels for each queue
- Real-time control of key performance indicators (KPIs)
-for the entire call center
-separately for each queue
-separately for each agent
- Monitoring agents’ work
-controlling status
-monitoring key performance indicators
-monitoring the current conversation
- Graphic analyzer for trends of changing parameters
- System of notifications about critical situations
- The capability of dynamically redistributing agents among queues
- The capability of changing agent’s status
- Eavesdropping (listening to the current agent’s conversation)
- Call interception (picking-up an agent’s call)
- Barge-In:
-Transforming a conversation between an agent and a customer into a multi-party conference
- The capability of simultaneously viewing of reports by several users
- The capability of remotely viewing reports (via web browser)
- Comprehensive logging of all inbound and outbound calls
- Historical reporting on inbound and outbound calls and agents’ work time
- The capability of integrating statistics with external applications:
-Such as Microsoft Office™
