Infratel: Infa Call Center: Components

Advanced ACD

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 nested IVR trees
Wide set of standard building-blocks for IVR creation
The capability of building multi-level menus either visually or using 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 PBX
Agents may use garnitures or ordinary telephone sets
Telephone interface with embedded voice prompts enlightening the user

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™