VoIPPresence High Capacity Call Centre Integrating VoIP

Call Centre Solutions

VoIPPresence can host a distributed call centre integrating the low cost call option offered by VoIP. The resilience of PSTN can be employed where reliability of call quality is paramount such as Sales and Customer Service calls with VoIP providing free and low cost calls where appropriate, such as internal communications and general inbound and outbound calls.

The VoIPPresence hosted call centre solution can provide all the call recording, distribution, diversion and call routing facilities of an in-house hardware setup, but without installation or maintenance costs, plus the additional cost saving of VoIP.

Comprehensive Features

VoIPPresence includes the features required to operate a high capacity distributed call centre - departmental, multi-site or multi-country with inbound and outbound voice traffic. In addition to the comprehensive array of features offered by the Corporate Solution, Call Centre includes additional powerful online and desktop tools to assist call centre supervisors with agent monitoring and feedback.

The efficiency of agents is easily assessable via real time monitoring:

Web Based Agent Activity Interface

Call Queue Monitor The Call Queue Monitor provides supervisors with the tools to assess the handling of incoming telephone calls and enquiries via real time call queue activity information. Statistics include the number and duration of calls, the time the caller was held in a queue and if calls were lost or were transferred to voicemail. Agent Activity Monitor The live real time activities and efficiency of agents and staff taking calls can be monitored and adjusted on an individual basis using statistics available via the Agent Monitor. Live Call Monitoring By dialling in and entering the agent ID a supervisor can listen in on an ongoing call and check the performance of individual agents and assess their handling of incoming calls.

Desktop Supervisor Console Agent Activity Interface

An optional replacement for web based activity monitors is the VoIPPresence Supervisor Console desktop application. A multi-window environment provides the call centre supervisor with a comprehensive view of agent activity and call handling on their desktop station.

An array of statistics are available on call queues, recent calls, agent activity etc., creating an overview of call management with the ability to focus on any individual aspect of the call centre's activities. More Information...

VoIPPresence supervisor reports are available in a variety of formats including PDF, and can also be exported to Word and Excel compatible formats.

A full set of reports on inbound and outbound call activity is available in the hosted VoIPPresence Call Centre solution, including a real time 'interim invoice' on call spend and revenue.

Skills Based Routing

Connecting a caller with the most suitable agent or member of staff ensures their enquiry is dealt with efficiently. Skills Based Routing ensures that when a caller reaches the front of the call queue the call is transferred to someone with the most appropriate skill set.

Other factors such as agent availability, or spreading of the workload, can also be used to determine the call distribution.

For further information please call the Sales Team on 080 0075 0075 or Contact Us.