SENTINEL CAPTURING CUSTOMER INTERACTION As we move towards the digital age, implementation of stringent controls and regulations by relevant authorities across various industries have led to a proliferation of information logging systems that enable contact centres to record, track, audit and archive communications interactions between callers and contact centre agents. FEATURES - Mix telephony interfaces on a single platform - Meets compliance regulations across multiple industries - Records both audio and data communications for every customer interaction - Triggers recording via Voltage, Vox, D-Channel or Continuous Settings - Flexible configurable administration to meet different business rules - Live audio streaming across IP based networks - Compatible with leading digital PBX and dealerboard manufacturers MIX TELEPHONY RECORDING PLATFORM Not every organization has the same type of telephony system across the network. Veriva Sentinel enables you record and manage different type of telephone interfaces over a single interface. All customer interactions originating from analog PSTN, digital PBX, dealerboard and ISDN telephone interfaces can be captured on a single platform. SCALABLE OPEN ARCHITECTURE Veriva Sentinel is designed on a flexible and expandable open architecture concept using off the shelf PC components running on Microsoft Windows operating system. Your organization no longer incurs high maintenance costs and overheads that are very often link with proprietary systems. FLEXIBLE AND CUSTOMIZABLE BUSINESS RULES FOR RECORDING Capturing customer interactions based on Continuous Recording, Selective Recording, Scheduled Recording, Record On Demand and Record on External Trigger are all possible with the Veriva Sentinel. Your contact center is your business. Flexible business rules allow your organization to manage and supervise your contact centre according to your internal audit policies and compliance procedures. Seamless integration with 3rd party applications or your organizations existing applications is also possible with our API connectivity kit. ENTERPRISE SUPERVISION, RECORDING AND MANAGEMENT Whether your organization manages a single contact centre or multiple contact centers, Veriva Sentinel offers your network administrators and contact centre managers to supervise, manage and access recorded data easily over any LAN/WAN/Internet connection. Every users access control privileges are definable and customizable according to their access level within the organization. System administrators can easily create, track and manage system users remotely via an IP connection.
The EMS Station is a Computer Aided Dispatch (CAD) software for Emergency Medical Dispatchers in the Public Safety and First Responders market. The EMS Station is an integrated incident logging application with emergency dispatch functionalities. Combined with the Mach 3D integrated touchscreen dashboard or any TAPI compliant telephone system, the EMS STATION becomes a critical tool for any first responder officer to reduce the call response time in an emergency situation where every second counts. REDUCES CALL RESPONSE TIME The EMS STATION aims to provide any public safety agency with a solution that will enable their operations centre to achieve a quicker response time on a daily basis. We understand the challenges and obstacles faced in running a public safety operations centre and together with the Mach 3D touchscreen dashboard from Orange Business Services, we are able to offer a highly resilient complete solution encompassing both hardware and software components. The EMS STATION empowers the first responder operators with ability to respond and dispatch faster with intuitive call taking and dispatching functionalities. Using the EMS STATION software will enable your operations centre personnel to make calculated decisions in response to emergency distress calls. DESIGNED FOR INCIDENT LOGGING AND MEDICAL SERVICES DISPATCHING The EMS STATION is designed for incident logging and emergency medical services dispatching operations. The EMS STATION gives call takers information on the nearest medical centre that can provide the appropriate quality care for the physical trauma faced. Very often, ambulances might dispatch the trauma victim to the nearest hospital regardless whether that hospital possesses the equipment and ability to treat the physical trauma. FEATURES Screen pop upon answering of distress call Suitable for EMS, FIRE and POLICE call centres. Tracks incidents and dispatcher information Empowers first responders with skills to make calculated decisions Reduce Call Response Time Increases Performance and Efficiency USER FRIENDLY INCIDENT LOGGING SCREEN The EMS STATION provides a user friendly screen to allow the operator to enter key information of the caller and the incident easily and accurately into the database. The EMS STATION provides caller information including address and other related information to the operator on a pop-up screen upon the operator answering a call. Once the operator answers an incoming distress call, the incident logging screen with relevant caller information is popup on the operators computer screen. The operator is immediately armed with essential information to assist and respond to the caller instantly and accurately.
The CRM Station solution is designed for a call centre environment where it consists of a customized solution to increase customer confidence through a complete approach in tracking customer call centre & interaction records. With its dynamic architecture, CRM Station enables unified cross-channel communications, with an application platform that enables you to rapidly deploy robust functionality to seamlessly and efficiently manage all customer interactions. CRM station modules are CTI ready with integration to PBX systems, ACD or IVR systems via TAPI protocols. -CRM integrated front end to display critical information obtained from existing back-end systems in the call centre; -Minimal response times for any customer communication in the call centre environment; -Self-help ad-hoc information on customer account status in the CRM Station; -Single view or interaction by the call centre to access complete CRM information on the respective account leading to faster response; -Call Centre efficiencies in answering enquiries and processing requests by CRM Station PC client. CRM Station Applications CRM Contact Manager Manage customer interactions from a single access CRM Contact Manager Functionalities -Complete retrieval of customer account from databases; -CTI enabled display of customer information; -CRM displays customer details and a history of previous interaction histories; -Multiple levels for account or user management and CRM purposes; -Data migration and merging functionalities with Microsoft Outlook & Exchange Server; -Import & Export from .xls, html and .csv files for easy CRM data integration process; -Converged communications made accessible via multichannel PABX systems - letters, faxes, emails, telephone recordings and personal interactions as a single access. CRM Telesales Manager Maximize outbound telemarketing interactions with minimal training CRM Telesales Manager Functionalities -Caters for outbound contact centers like insurance, debt collection, conducting surveys or tele-sales related activities; -CRM Telesales includes a FAQ (Frequently Asked Questions) guided engine to obtain relevant information; -Dynamic product categories across industries for call centres; -User management functionalities for unique allocation of product access in call centres.
Software products & bpo & mt
Complete gui based interface and operation Predictive dialing Answering machine detection (upto 90%) Music on hold Voice recording and retrieval Crm Three-way calling Call back scheduler Complete software based solution Call snooping Call barging Live monitoring Agent quality management Web based reporting query engine Call history Simultaneous inbound/outbound calling Local and remote call agents Call detail records Authentication Call queuing (inbound) Web-based administration Multiple campaigns and lead sets Full featured a.C.D. Powerful reporting Web control panel Realtime queue stats (inbound) Call parking Conference bridge Blind transfer Call forward on no answer Multiple voip gateways Call hunting Call conference Call transfer Voice mail Call forwarding Barge in Admin console Use as intra office pbx Use as ip pbx Use as multilocation Compatible with e1 Campaign selection while sign in for multiple campaigns Script integration Campaign wise crm pop up and scripting Campaign wise dispositions Tpv or third party verification Hold or unhold self-other-self or away Call scheduling Agent call transfer Remote login
Call center solution the z .Ccs (call center solutions) system is easy to customize, administer and use. The z.Ccs system can be integrated within the existing communications infrastructure. The product is developed on the defacto industry standard voice processing hardware. The product allows seamless lan connectivity options. Also supported is full open database connectivity (odbc) support for immediate and future cti developments and the product is so developed that it supports pbx and pstn integration.
Dialers is a contrivance that is linked to a telephone line to screen the dialed numbers and modify them to effortlessly provide services that otherwise require extensive access codes to be dialed. A dialer automatically inserts and adapts the numbers depending on the pre-programmed data, allowing the user to subscribe to the service providers at his wish and feasibility. Gaytes dialer solutions are integrated with switching systems ( epabx or server & acd ) to monitor agentÆs status and its activities. Optimize agent utilization and thus enhance call center productivity. Gaytes dialer solutions : ò auto dialer - phone system delivers a pre-recorded message to live answers and answering machines. If another call status is detected (busy, etc.), our phone systems can reschedule the call for a later time. Simple messages can be delivered or the call recipient can be presented with an ivr script that accepts touch phone responses. The remaining auto dialer techniques are used in conjunction with call center phone agents. These agents are either local to the contact center or can be working from home or in remote locations. ò preview dialer - phone agents view call information prior to the call being placed. The agent can decide not to initiate the call. ò progressive dialer - this dialing method passes the call information to the agent at the same time the number is being dialed by the phone dialer. The agent usually has a few seconds to view the call information, but cannot stop the call process. ò predictive dialer - this technique is more sophisticated because the phone dialer automatically calls several numbers and only passes a call to your agent when a person has been contacted by human voice detection technique. This eliminates busy signals, answering machines, etc.
Telco switch Deals with call center technology, we provide solutions to your all call center needs, we also provide 3 months free technical service to the clients, for call center software. Standard
Web call center software
