| |
instaRoute Contact Center
|
|
| |
One of the most critical challenges in business today is to provide customers with outstanding service. Success in the marketplace depends on the ability to serve prospects and customers to their utmost satisfaction. InstaRoute Contact Center provides a voice and web-based contact management solution that is packed with features only available with high-end systems, and is scalable from departmental use to large distributed systems.
Benefits:
- Ideal for mid-sized companies or large distributed call centers.
- Supports from 50 to several thousand agents.
- Open Interfaces allow InstaRoute to be connected to existing PSTN switched and IP-PBXs.
- Web-based administration allows the system to be managed form any desktop.
- Skill-Based Routing of calls connects your customers to the best available resource.
- Supervisors graphical user interface provides real-time views of system status such as calls in queues, status of agents, real-time call statistics etc.
- Integrated IVR collects information from the user and customer databases for routing and presentation to the agent.
- Historical reporting provides web-based reports analysis of the centers performance.
- Integrated unified messaging allows agents to interact directly with the customer in real-time and through messages.
CallComm's InstaRoute Contact Center solution enables a company to precisely route customer interactions based on customer information, agent availability and company defined business rules.
|
| |
Open Architecture and Standard Interfaces
InstaRoute is a software-based solution that uses industry standard VoIP technology to connect to existing legacy switched using media gateways and IP-PBX using H323 interfaces. This allows organizations to deploy a scalable call center that can transparently support distributed and remote agents at the head office, branch office or even their homes. InstaRoute uses browser based management and administrative interfaces and for the agent access to the customer information enabling systems to be implemented fast and provides a low total cost of ownership.
|
|
| |
Complete Contact Center Solution
InstaRoute system includes all the components required to deliver a comprehensive contact center solution. As a VoIP and software-based solution, it includes media gateways required to interface to the external telephone environment - PSTN or IP-PBX. It includes IVR facilities to deliver web-based customer designed voice interaction. The system provides web-based user interfaces for the administrators, supervisors and agents.
InstaRoute installs a SQL database for recording configuration data and historical interaction information.
|
| |
Skill-Based Routing
InstaRoute performs skill-based and business rules routing of incoming calls from the information derived from the telephone switch and enterprise data. Agents can be assigned multiple skills, each with an associated level of proficiency. Business rules established by the administrator determine the selection of the best-qualified agent to handle that customer interaction.
|
| |
Web-based Administration
Administrators can log in from any desktop using a browser to manage the InstaRoute Contact Center. Administrators can view the status of the system, add, modify or delete agents and queues. They can setup and modify the routing rules, record the queue announcements and view the statistical reports. All the InstaRoute administrative services can be accessed and managed from within the organization or even from remote sites through secure connections.
|
| |
Real-Time Monitoring of Contact Center Operations
Supervisor position can view the current status and key system parameters through a graphical user interface. This real-time monitoring window provides tabular and graphical views of contact center statistics such as the number of call in queue; average wait times, status of agents, queues and skill groups.
|
| |
Historical Reports for analysis of Contact Center Performance
InstaRoute Contact Center supports detailed analysis of the system's performance with extensive web-based reports. All customer and agent interaction handled by the InstaRoute Contact Center are recorded in a SQL databases. This creates a thread for each customer interaction from its origination to its completion.
The InstaRoute web-based Reporting package allows supervisors and administrators to view standard reports, generate queries to drill down for specific details, view statistics in summary or graphical formats. With this information, managers can make informed decisions to improve the organizations interactions with the customers.
|
| |
