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In the area of Computer Telephony (CT) MEDIA SAT is both an integrator of Platforms like Call Centers, Automatic Ordering, Phone Banking, etc. and a Call Center Service Operator. Our experience in this field expands over the past seven years and we can proudly say that we have embedded in our Call Center solutions all the knowledge gained by running day by day call center services subcontracted by various important customers.
On our CT platform - called iPBXT we develop various applications, customized according to the requirements of our customers:
▪ Platforma iPBX Call Center
▪ iPBX Call Center platform
▪ iPBX Audiotex platform
▪ iPBX Phone Banking platform
▪ iPBX Automatic Ordering platform
▪ iPBX Broadcast Fax platform |
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The most important iPBX application is the Call Center solution, designed to administrate the relationship with your customers in a professional manner, increasing call quality through information availability, skill-based or history distribution of calls, supervisor on-line monitoring and many more.
Our Call Center solution is a complete one - hardware and software - integrated on Computer Telephony boards produced by INTEL (DIALOGIC) with customized configuration to specifically address your needs.
You can define in the system relevant parameters for each call, agents will be provided with reports of calls made by a certain customer in a predefined period of time (one week, one month, etc), what kind of information or services is interested in, how much time is reserved for such a call or any other parameters desired.
You can link the Call Center to your internal data bases providing valuable information to your call center agents such as account status for each client, payments, contractual conditions, special recommendations, etc.
Also you can use our platform for Telesales and Telemarketing, reducing dramatically the human resources needed for contacting a certain number of people through our Predictive Dialing Facility, generating automatically calls from your phone numbers data base and routing to operators only the calls connected.
In other words iPBX® Call Center provides a complete set of tools for your professional contact center:
Predictive Dialling - The platform analyses call traffic in the Contact Center and automatically places outgoing calls when agents are about to be available . After the agent completes a call the system automatically sends him another one, not wasting time with manual dialling, no answer calls, busy calls or invalid numbers.
▪ IVR (Interactive Voice Response) - Allows not only to play a recorded message for the callers but also to retrieve pre-recorded information, inform the caller on the queue length, etc.
▪ Intelligent Call Distribution - several different schemes can be used for selecting an agent like next available, longest idle, skill based distribution, etc.
▪ Call Blending - the perfect instrument for maximizing the agents' productivity. Call Centers can be used both for incoming and outgoing calls. The system can be programmed so that during periods of inactivity it transfers calls done automatically by the system from a pre-defined list of numbers, indicating the agent on its interface the nature of the call.
▪Information available to agents - all reports on calls received are registered in the Call Center's Database, each caller having a history report.
▪ Monitoring - supervisors may join the call and listen undetected by both agent and caller/called party (silent monitoring) or if necessary prompt the agent and remain undetected by the client.
▪ Recording - Calls can be recorded both at the agent's request and at the supervisor's decision for quality control or call documentation
▪ Routing - Agents will be able to forward the call to whatever destination they need (e.g. different branch of the company)
▪ Alertarea Supervizorului - agentii pot avea nevoie de ajutorul supervizorului din diferite motive (intrebari dificile, apeluri ostile, etc.). Prin apasarea unui buton de pe interfata agentului se atentioneaza supervizorul care intervine in convorbire fara a fi detectat de apelant si fara a intrerupe convorbirea.
▪ Statistics & Reports - a complete set of Call Center performance statistics will be generated automatically with the frequency required by the customer. Also we can customize the reports according to your need |
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