Inbound

Provide Outstanding Customer Satisfaction and Increase Sales

• Accurately route calls by matching customers’ needs with the skills of available agents
• Increase the effectiveness of marketing campaigns by providing agents with customers’ profiles and preferences
• Control the queue load by monitoring call levels and staffing

Define business rules to control call distribution

• Pick calls as part of a call automation policy
• Build customized routing scripts to automatically send calls based on priority and agent skills required
• Prioritize based on call conditions such as telephone number, calling time, and calling date
• Send calls to timed queues
• Forward calls to available agents
• Assign calls as needed: by agent, by group, or by a particular skill
• Take agent status into consideration: ready, not ready, waiting, wrapped up, outbound call, inbound call, logged out, on conference, dialing or on hold

Access all the routing scripts you need

• Create detailed routing scripts with the powerful user-defined C++ application.
• Take advantage of over 125 Asterisk IP-PBX applications including say text-to-user, set language, and authenticate user
• Revise routing scripts as often as needed

Provide voice-assisted self-servicing

• Allow your customers to access your database using a touch-tone keypad or Interactive Voice Recognition (IVR)
• Collect and record customer responses to prompts
• Reduce the calls to agents by offloading requests for information such as the address and business hours

Capture service and productivity data

• Monitor queue delays, wrap-up time and not-ready duration
• View live statistics and historical data
• Use statistics to improve routing by counting calls for each script and collecting queue data based on call properties and agent information

Segment your customers

• Populate a web page with customer information when the call goes to an agent
• Customize the information shown and allow updates during the call