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ToshibaCall centers
Streamline Call Center Functions for Greater Profitability
Call centers have become important strategic business tools. A well-managed call center can serve customers quickly, efficiently, and cost-effectively, providing an important competitive advantage. You don't have to be large call center to benefit from these capabilities. Call center functionality applies to all businesses who receive a high volume of calls into small or large departments. With the Strata ACD application, calls can be directed in a variety of ways to ensure that calls are handled quickly and efficiently, enabling your call center to operate at peak efficiency, increasing revenues as a result.
A robust array of ACD features makes it easy to optimize call center operations, increase customer satisfaction, and improve efficiency. Here's a few highlights:
- Advanced Call Routing directs calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user-entered data.
- Skills-Based Routing sends calls to the right person to handle the call.
- Priority Queuing enables you to answer higher priority calls sooner.
- Multiple Group Agent Log-in provides important call coverage between groups and tiered service levels.
- Agent Priority Routing gives you the ability to expand your agent pool when traffic increases.
- Intelligent Announcements play pre-recorded messages and inform holding callers of their place in the queue or estimated time before answer, as well as offering alternative actions like going to voice mail or invoking a call back reservation.
- If you have multiple ACD Groups, each group can have a separate music source and different announcements, providing the specific information you want callers to hear. When the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to another ACD group or destination, ensuring that someone will assist callers even when no one in the primary group is available.
- Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This assures back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.
- ACD capabilities also allow supervisory stations to offer call assistance to ACD agents, and to monitor agent calls. This is very useful for training, performance evaluation, and providing second-level assistance.
- IVR Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities.
- Call Center reports let you analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.
- Strata ACD also interacts with additional applications can provide "screen pops," on-line chat between Agents and Supervisors, and the OAISYS Net Phone, a CTI application that enables data/information exchange with the ACD application.
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