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Call Centre Management Solution

 

 

Introduction

 

As the development of economic and the improved living standards, quality of service, large-scale of customers and customization has become an important means of market competition. Call manager therefore became the main source of realization of services, customers and customization, its position in the business service sector became more and more important. However, the developments cost and investments in large and medium sized call centers with more than 50 users are high, making SMEs unable to afford. These SMEs usually engaged in intense market competition industries, and the market changes rapidly, which promotes the strong demands of small-scale, low cost and multi-functional call center system for the SMEs.

 

 

 

Users Needs Analysis

 

1) Low cost to establish call management system, enhance service quality.

2) Easy to manage and custom settings of IVR (interactive voice response), the flow of inbound call is controlled by the users, with clear voice and easy to operate navigation menus. 

3) Have certain incoming calls management capabilities, enable priority answering of users' incoming calls settings, with flexible calls with follow-me function , call transfer and management functions.

4) Supports software telephone or hardware using headsets telephone terminals, to convenient the customer service personnel to do records and operations.

5) With calls recording, call log statistics and other functions, to facilitate backup, report and search.

 

 

Solutions Introduction

 

Series of MyPBX IP PBX Phone phone system, made telecommunication lines and VoIP networks integrates perfectly, reduce business communications cost significantly; uses advanced voice processing technology, to provide users with high qualities. MyPBX's embedded operating systems, made management and maintenance simple and convenient, not only to ensure reliable operations of the telephone network, but also the extension can be extended easily and migrate flexibly. MyPBX also has a strong compatibility, which is able to have hybrid network with a variety of traditional PBX, protecting users' investment.

 

Functionally, MyPBX possess functions of traditional corporate phones, and has built-in call center, with call recording, cost calculation of calls, conference calls and other value-added features.  It is able to ingratiate our Intimate CRM / Call Manager, support telephone logs, client management, inbound / outbound call pop up screen, caller ID display with welcome message, company name and leave message etc.

 

 

 

Systems Infrastructure

 

1) Server Room

  •Deployment of a MYPBX

 

2) Phone Users 

  •Deploy software phone or IP phone, and register to MyPBX.

 

 

Solutions

 

1) Low establishment cost, a MYPBX is able to meet users’ needs of creating their own call centers, and also able to have conference calls, cost calculations of calls and other practical functions.

 

2) Users can set the incoming calls system, balanced distribution of calls, the system can track the seats or agents status in real-time, and produce an effective agent queues, use of permutation algorithm, to connect calls to the most appropriate agent.

 

3) When all the customer service hotlines are busy, the system can play wait music that fits with the corporate’s personality, and regularly reminds the caller the numbers of wait.

 

4) Flexible join and exit queue function, except for fixed telephone users, the system allows other users to call other system feature codes, able to temporarily join or leave the call queue.

 

5) MyPBX call manager also has voice mail, call recordings and call records etc., able to improve call center's efficiencies and improve service quality.

 

 

Intimate Call Manager provides a comprehensive call center functions and is a call center middleware, which integrates MYPBX capabilities through the Web Application platforms such as Firefox or Google Chrome allows customer service into the line on a computer screen view messages, Screen-based call management provides a friendly user-friendly interactive interface. With the ability to accommodate Call Center and incoming call distribution requirements, Inbound or outbound call and the relevant information in the IVR system, recording system, shared between Call Manager and PBX.  The telephone system and the computer system information and business information data sharing and analysis.

 

1. Greeting Tips

2. Client Records

3. Play Call Screen

4. Incoming Lines Playing Screen

5. Call Monitoring

6. Call Statistics

7. Intelligent Routing

8. Screen Pops Groups

9. Recording Management

10. Information Sharing

11. Telephone Records

12. Speech-to-wire

13. Voice Callback

14. Push-button Dialing

 

Intimate Call Manager offers a centralized computer platform, which allows agents to review caller information from the screen and customize service delivery.

 
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System Integration > Call Centre Management Solution
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