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.

Call Centre Supervisor Features

A major and unique feature of VoIPPresence Call Centre is a comprehensive suite of monitoring and reporting facilities which assist supervisors and management with decisions on changes and methodology for improved customer interfacing and call handling.

Desktop Agent Activity Interface

The VoIPPresence Event Monitor is a multi-window desktop application providing 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.

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Web Based Agent Activity Interface

Web based monitoring is also available via the VoIPPresence Administration Interface.

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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.