Vocarity Interaction Center 4 PC-PBX Call Center
A call center is a must for companies who wants to bring satisfaction to their customer. A group of dedicated people, with the right culture to serve, and backed up with the right tool would be a good start towards increasing customer satisfaction.
The most simple call center can be conducted by assigning several phone numbers, specially dedicated for handling incoming call from customers. To help the customer from memorizing too much numbers, sometimes these numbers are bundled together into one number (hunting system). This simple system, however, have several shortcomings when applied as a call center. Trial-and-error routing by the central is likely to put customers waiting. Plus, it is not easy to monitor and evaluate the performance of call center agents.
Vocarity Interaction Center 4 provides call center service that is cost-effective, yet maintaining the ease and flexibility offered in computer systems, plus several features to help management of call center. This call center is specially designed to provide easier interaction with customers, both inbound and outbound, and easier call center management.
Vocarity Interaction Center 4 supports Intelligent Call Handling, which continuously check the list of available call center agents. By the time a customer calls, the system is ready to transfer the call according to the list. Furthermore, the agents can be grouped according to their skills and specifications.
Through a screen pop-up application called Agent Terminal Application, call center agents will be able to see the caller’s identity and relevant information from database. This screen pop-up application will make inbound and outbound calls easier and faster to do. Call centers agents can also transfer the customer call to other call center agents for more advanced assistance.
How it Works...
Vocarity Interaction Center 4 consists of 3 modules: Vocarity IVR Server, Vocarity PC-PBX Server, and Report Server.
Features:
- Vocarity IVR Server Incoming call is received by a greeting message in Interactive Voice Response (IVR) application mounted in Vocarity IVR Server. Through this application, the caller would be asked to give some information for caller identification process, or to enter his ID number. This process will be done even simpler and easier if the call center is connected to digital PSTN line (E1/T1 connection), because this digital line supports Automatic Number Indentification (ANI).
- Vocarity PC-PBX Server PC-PBX Server routes these incoming calls to available agents in call center. Automatic Caller Distributor (ACD) mounted on this Agent Management and Reporting System controls how the Automatic Caller Distributor regulates the incoming calls, based on the number of agents available, agent grouping, priority handling, their specific skills, etc. This application can also automatically generate reports and statistics of callers and agents for management and marketing purposes.
- Report Server Report Server automatically generate reports of call center performance. These reports are presented in business-standard formats, so that managers can easily use, modify or share them. In addition to the mentioned features, Report Server is equipped with Agent Management and Reporting Systems to help manage, supervise and monitor the call center agents performance.
Technical Information
| Vocarity IVR/PC-PBX Server | Vocarity Report Server | Vocarity Agent Workstations | |
| Computer | Industrial Computer Dual Xeon 3.0 GHz Memory 1 GB 80 GB HDD Ethernet 10/100 Base-T |
Dual Xeon 3.0 GHz Memory 1 GB 80 GB HDD Ethernet 10/100 Base-T |
Pentium IV Memory 256 MB 40 GB HDD Ethernet 10/100 Base-T Windows 2000 or Windows XP |
| Telephony Board |
|
No Telephony Board Required | |
| Telephony Board Characteristic |
|
Configuration
