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The ideal solution for organizations handling high
volume telephony traffic for customer care, helpdesk or telemarketing.
It dramatically improves call service levels
and enhances customer satisfaction and agent productivity. It offers Automatic Call Distributor,
Interactive Voice Response, Predictive Dialer, Screen pop-up capabilities. Voice Logging, Voice
Messaging and Management Features on a single platform minimizing integration issues and
reducing cost of ownership.
User Benefits
Save Time and Money
It allows you to minimize integration risks and costs through its singly
architect solution, thus saving you from the investments in patching up solutions from multiple vendors.
Instead, it allows you to focus more attention on delivering excellence in customer
service.
High Flexibility
It provides high flexibility to enable and extend customizable
business solutions through published, open APIs allowing easy integration with any database, e-mail, telephony or web-
interaction solution.
Enhanced Efficiency
It allows better agent utilization through its feature rich ACD,
outbound calling system, customized IVR and call blending features.
Ease of Operations, Customization and Change
It dramatically decreases IT dependency enabling your call center to reduce costs and
improve efficiency at the call center.0
Maintain Control
It allows you to maintain complete control over your call center
and thus shape your customers' experiences. The system provides
features like online ACD configuration, dialer campaign updation
thus increasing productivity, improving customer satisfaction and
reducing call center costs.
Rich, customizable reporting
It allows users to view standard reports or build customized reports based on historical
data.
A Singly Architected Solution
Perfect Match ACD
(Automatic Call Distributor)
Skill Based Routing
Multistage Call Handling
Call Blending
Online Updation
Queue Priority bv Service
Chanqe of Call Priority while call is in queue
ANI/DNIS based Routing
Time Specific Routing
Date Specific Routing
Intelligent Announcements
Confiaurable Queue Music Configurable Announcements
Blacklisting
White ListingIVR Input Based Routing
Perfect Dial Outbound Calling System
Multi Campaign Support
Online Updation of Campaign Parameters
Campaigns Start/Stop Individually
Preview Dialing Mode
Predictive Dialing Mode
Answering Machine Detection
Screening of Fax
Screening of Modem Responses
Callback Initiation from Website
Callback Initiation on Message Drop
Callback for Particular Agent
Rescheduling Options
Maximum Tries Limit
Action on Crossing Tries Limit
EasyAgent Soft
Phone
Get Synchronized Pop Up of Customer Data withCall
Handle ACD Calls
Handle Outbound Calls Initiated by PerfectDial
Initiate Outbound Calls Manually
Hold
Transfer
Conference Calls
Send Messages to Other Agents
Send Messages to Supervisor
Initiate Voice Logging
Listen to Voice Messages
Wrap Up Configurable
Session Break
Easy Supervisor
Supervisory Features
Silent Monitoring
Coaching
Barging
Sending Text Message to Individual Agents
Broadcasting Message to Agent Group
Perfect Voice: Voice logging
Unlimited Digital Recording
Recorded Anywhere on the Network Agent Initiated Supervisor Initiated System Initiated.Retrieval GUI
Voice Messaging
Available on All Channels
Integrated Call Back
Easy Monitor: Management Information System
Status Alarms
Event Alarms
Online System Status Information
Online Agent Status
Exception Reports
Trend Reports
Standard Historical Reports
User Configured Reports
Interactive Voice Response (IVR)/Fax On Demand (FoD)
Easy Customization
IVR to Agent Transfer
Integration with databases
ODBC Compliant Databases
Application Development andIntegration Through APIs
Agent Call Control API
Service Writers API
System Administration API
Industry Standard Platform
Call Center Server
Rack Mounted Server Grade PCP-lll-850Mhz,768 MB RAM, 9 GB Hard Disk
OS: Windows 2000/NT Server 4.0, Free slots for Dialogic Cards
Agent Station
P 11-350 MHz, 64 MB RAM, 4.3GB Hard Disk,OS: Windows 2000/NT workstation, SVGA 17"Color Monitor, Dialogic compatible headsets without dialer
Other Pre-requisites
LAN: TCP/IP 100 MBPS,
Telephony Cards: Dialogic
MSI-80/160/240 - Agent Connection
D41ESC/D120JCTLS-Analog PSTN Interface
D160 SC-LS - Analog PSTN Interface
D300/600 SC El -Digital PSTN Interface
D240/480 SC T1 -Digital PSTN Interface
D80/160/240SC-Voice Resource
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Presentation: Next Generation Contact Management Solutions
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White Paper on Call Center
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