Presentation on theme: "Solution Under One Roof Introducing CALL4 Auto Dialing 2013."— Presentation transcript:
Solution Under One Roof Introducing CALL4 Auto Dialing 2013
About Us CALL4 was incorporated in the year 2012. We aggressively research, design and develop new products and solutions. As technologies are ever evolving, we strive to equip ourselves with the latest to develop efficient and elegant products. We are one among the companies providing Contact Centre Software and Enterprise Solutions with a difference. Our Products and Services are extensively used for Predictive Dialling, Inbound / Outbound telephone calls, Interactive Voice Response (IVR), Voice Logging, IP-PBX, Voice Commerce and Customer Relationship Management (CRM) applications. We at CALL4 constantly strive to deliver greater tangible business benefits to our clients. CALL4 has good dedicated support team matured to a level where we are able to pass on the time, effort and cost benefits to our clients. For our clients, this leads to greater operational efficiencies, customer and business process improvement, better productivity and increase in customer satisfaction. We have repeatedly delighted our clients across industry segments through our products and unmatched support
Advantage CALL4 Flexible, Scalable, Manageable Solutions having market proven Reliability, Compatibility & Functionality. Experienced & Certified Professional Quality Support Competitive Price/ Performance with focus on Total Cost of Ownership
Product IP PBX IP PBX or VOIP phone system replaces a traditional PBX or phone system and gives employees an extension number, the ability to conference, transfer and dial other colleagues. All calls are sent via data packets over a data network instead of the traditional phone network. With the use of a VOIP gateway, you can connect existing phone lines to the IP PBX and make and receive phone calls via a regular PSTN line. IP PBX has the following features 1. Auto Attendant 2. Email integration 3. Call conferencing 4. Call recording 5. IVR 6. Call Transfers 7. SIP/ZAP extensions 8. Reports and logs 9. DID Mapping. 10. Call Barge And Monitor 11. Voicemail 12. Mobile IP Phone Login 13. Call Forwarding
Industry CRMs Customer Support Centre without an effective CRM is of no value. Keeping this into mind we over a period of time have developed very effective CRMs pluggable with our CALL4 contact centre solution. These CRM tools are broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with customers and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales, ticketing and service request related activities
Features of CALL 4 Auto Dialing The major Feature of CALL4 Auto Dialing Inbound, Outbound and Blended call handling Outbound agent - controlled, broadcast and predictive dialing Web - based agent and administrative interfaces Ability to have agents operate remotely Integrated call recording Three - Way calling within the agent application Scheduled Call-backs: Agent - Only and Anyone Scalable to hundreds of seats Ability to use standard Telco lines
FULL CALL 4 Auto Dialing FEATURE LIST Ability for an agent to call clients in succession from a database through a web–client. Ability to display a script for the agent to read with fields like name, address, etc. filled in. Ability to set a campaign to auto-dial and send live calls to available agents. Ability to dial predictively in a campaign with an adaptive dialling Algorithm. Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Auto Dialling server Ability to open a custom web page with user data from the call, per campaign. Ability to autodial campaigns to start with a simple IVR then direct to agent. Ability to broadcast dial to customers with a pre-recorded message. Ability to park the customer with custom music per campaign. Ability to send a dropped call to a voicemail box per campaign if no agent is available. Ability to set outbound Caller ID per campaign. Ability to take inbound calls grabbing Caller ID.
FULL CALL 4 Auto Dialing FEATURE LIST Ability to function as an ACD for inbound and fronter/closer verification calls Ability to have an agent take both inbound and outbound calls in one session(blended). Ability to automatically record all calls. Ability to manually or automatically call up to two other customer numbers for the same lead. Automatically dial unlimited numbers per customer until you get an answer. Ability to schedule a call-back with a customer as either any-agent or agent- specific. Ability in Manual dial mode to preview leads before dialling. Ability for agents to be logged in remotely anywhere with just a phone and a web browser. Faster hang-up and dispositioning of calls with one key press. Definable Agent Wrap-up - time per campaign. Ability to add custom call dispositions per campaign. Ability to use custom database queries in campaign dialing. Recycling of specified status calls at a specified interval without resetting a list. Dialing with custom Time Zone restrictions including per state and per day- of-the-week. Dialing with Answering Machine Detection, also playing a message for AM calls.
FULL CALL 4 Auto Dialing FEATURE LIST Multiple campaigns and lead-lists are possible. Internal DNC list can optionally be activated per campaign. All calls are logged and statuses of calls are logged as well as agent time breakdowns. Load Balancing of call across multiple inbound or outbound Auto Dialing servers is possible. Agent phone login balancing and failover across multiple Auto Dialing servers. Several real-time and summary reports available. Real-time campaign display screens. 3rd party conferencing(with DTMF macros and number presents). 3rd party blind call transfer. 3rd party conferencing with agent drop-off. Custom Music-On-Hold and agent alert sound for inbound calls. Estimated hold time, place in line, overflow queues and several other inbound-only features. Skills-based ranking and call routing per inbound. group(queues) and campaign. Queue Prioritization per campaign and inbound group.
FULL CALL 4 Auto Dialing FEATURE LIST Single agent call queuing. Ability to set user levels and permissions for certain features and campaigns. Ability for managers to listen-in on agent conversations. Ability for managers to enter conversations with agents and Customers. Ability for agents to select a Pause Code when they are not active. Ability for agents to control volume levels and mute themselves. Agent shift enforcemant by day and time, defined per user group. Full QueueMetrics-compatible call logging, inbound and outbound. Full integration with Sangoma Call Progress Detection(CDP) for better Answering Machine Detection(AMD). Multi-function web-based agent API allowing for control of agent sessions including click-to-dial outside of the agent screen. Lead import web-based API. Web-based data export utilities. Separate Time-clock application to track user work time. Web-based administration. DID, phone and carrier trunk provisioning through the web Interface.
What we need ? Server Hardware – As per number of agents. PRI LINE – 32 Chanel PRI LINE (Reliance, TATA, vodafone, Airtel, MTNL ) User Requirement - Call centre handset, IP PHONE (either a soft phone or a hard phone)