Contact Center

Multi-Channel Inbound, outbound and Blended Contact Center

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TeleFinity CC Dashboard

Multi-Channel in one Interface

Whether your customers are communicating through phone, chat, email, fax, SMS, or social media you will have a consistent and enhanced customer experience by providing agents with a CTI popup screen that can launch third party applications and bypass the call information such as caller ID and caller Name.

Inbound, Outbound or Blended Contact Center

Inbound, Outbound or Blended Contact Center fits your business needs whether you are small company with four agents or an enterprise with 2000 agents. whether you are in customer service, technical support, telesales, or debt collection, fulfill your business needs with an inbound, outbound and blended multi-channel Contact Center that you can use to prioritize and manage your calls according to the needs of your industry. Agent skill level determines who handles what call. As a call comes in, callers are greeted with an Interactive Voice Response (IVR) or Auto Attendant Greeting while agents are busy on current calls or taking incoming calls. The callers are then queued in an Automatic Call Distribution (ACD) system where calls are processed and routed to skilled agents locally at your call center or off site to remote agents.


Call Center

Features

Open Architecture

TeleFinity Contact Center’s open platform architecture was designed to handle a very high load of calls with maximum performance using minimum hardware requirements. The TeleFinity Contact Center platform is built on standard protocol components and operating systems providing you with flexibl easy-to-use interface. TeleFinity Contact Center architecture is easy to customize and integrate with other systems. TeleFinity Contact Center Software Development Kit (SDK) provides developers and system integrators with an option to integrate with any information system such as call recording, IVR, auto-dialer, conference systems, call accounting and CRM, to get the benefits of TeleFinity Contact Center’s rich features with minimum time and effort.

Scalability

The TeleFinity Contact Center runs up to 12,000 seats with an unlimited number of agents; and can be expanded up to an unlimited number of seats, making the TeleFinity Contact Center extremely scalable, to meet your business needs.

Redundancy

For mission critical systems, when physical redundancy is important, TeleFinity Contact Center Redundancy is your optimal solution, as it achieves maximum reliability using a 1+1 hot standby technique. TeleFinity Contact Center Redundancy provides call routing synchronization during and after emergency cases, allowing access to the system through a single location.

Backup & Backup Criteria

Manual or on-demand back up for contact center configuration and statistics can be activated by the system administrator, to avoid long down time in case of hardware failure.

Web Interface

With TeleFinity Contact Center Web interface, multi-privileges can be given to as many users as you want, to They can access and configure the system's full features, securely from anywhere, at any time in the world, through the Internet, or locally over the Intranet. TeleFinity Contact Center interface uses the latest Web 2.0 technologies such as AJAX, which increases the web page's interactivity, speed, and usability, giving users an experience closer to desktop applications.

Multi-Company Receptionist

One receptionist can answer calls from predetermined PSTN/IP lines, each identified to a specific company

Call Pickup

Pickup groups may be defined with a group of extensions. Any phone in the office can be used to answer a call that is ringing on another extension within the pickup group

Call Hunt

Allow calls to ring on a number of lines so that the first available person can answer.

Auto Attendant with Interactive Voice Response

An interactive voice response (IVR) system replaces the human operator and directs callers to the appropriate extensions or voice mailboxes. VoiceXML v2 is an Extensible Markup Language (XML) based language created to the develop speech of user interfaces for telephone users. It engages users through pre-recorded or synthesized audio prompts.

Call Hold

Keeps one line "off the hook" and connected while the user makes or receives a call on another line. The user can take the original line off hold and resume the conversation.

Call Transfer

Call transfer enables a user to forward an incoming call to another telephone or extension

Call Waiting

Signals to a recipient that there is he has an incoming call on an engaged line and allows him to put his current call on hold, in favor of taking the second one and then switching back to the original caller.

Three-Way Conferencing

Allows the caller and two other parties to speak with each other on one connection.

Call Park

When a call is placed on “park” it is put on hold at a specific extension number to be resumed by someone at another phone. That person can pick up the call by keying in the displayed extension number. If no one is available to take the call at the other location, it will “ring back" to the original extension alerting the person who originally parked the call.

Direct Transfer to a Voicemail Box

Allow a caller to be transferred directly to the voicemail of another user.

Call Blocking

Prevent calls from pre-selected numbers from ringing through, giving users the opportunity to avoid unwanted callers

Hidden Caller ID

Callers can block their phone numbers from being identified by the call recipient

Do Not Disturb

Instruct PBX to route all incoming calls directly to voice mail. The phone will not ring.

Voice Mail

Also known as a VMS, voice mail is a centralized system of managing phone messages for a group of people. Voice mail allows users to receive, answer and manage their phone messages from different locations, sometimes tailoring responses to different callers.

Call Forwarding

Allows users to program the PBX to automatically redirect incoming calls to another number-a mobile or home phone for example.

Unified Messaging

Integrates different message types: voice mail, email, text messaging and, fax, into a single box that is accessible from a variety of devices: phone, PC, mobile phone and, PDA.

Intercom

Provides room to room communication on telephone sets

 

Corporate Directory

Provides users with the ability to scroll through a company directory and dial automatically.

Speed Dial

The user "saves" frequently called numbers so that they can be dialed with an assigned shortcut of two or three digits.

Hold Music (WAV File Upload)

Allows callers to hear music or a recorded message while on hold or waiting for other participants to arrive for a conference call.

T.38 FAX, FAX Relay and Clear Channel Fax

The T.38 fax relay standard permits faxes to be transported across IP networks between existing fax terminals. A clear channel gives full use of the bandwidth for this purpose.

Call Statistics

Gives the user the ability to track and report factson each extension (call recipient, length of call, on-hold time, etc.) for incoming and outgoing calls .

Dial Plans (Call Routing)

Calls can travel through a network along a pre-determined path to accomplish a specific goal. Call routing helps determine the least expensive way to make a call or the least congested path to take. Incoming calls can be grouped according to area code and routed to specific customer service representatives who manage different geographic regions.

Time of Day Dialing

Create the ability to route calls according to the time of day, enabling users to select where call will reach them during different time periods.

Enhanced IP Phone Support

Certain popular IP phones can be automatically configured by the resulting in a plug and play installation

FXO Auto Configuration

IP PBX detects and automatically configures ports added. The new ports appear in the IP PBX GUI.

Voicemail Setup via Phone

Eliminates hand coding of invoices by department, etc.

CDR Tags for Billing

Certain popular IP phones can be automatically configured using plug and play installation.

Daylight Savings Time Adjustment

IP PBX automatically adjusts for daylight savings time.

Agent Capabilities

The TeleFinity Contact Center gives agents required features for both inbound and outbound calls to empower their performance.

Agent Skills

The TeleFinity Contact Center gives the right to the supervisors to ascribe skill levels to agents , The TeleFinity Contact Center gives the supervisor the ability to modify agents skills whenever they change, so the routing will-skill based and agents will answer calls that match their skills only, This tool will be useful for improving the quality of service and reducing the average conversation time.

Benefits and Requirements of Membership

TeleFinity Contact Center gives the supervisor the right monitor agents, and coach agents, make conference calls, and redirect calls to other agents to avoid mistakes.

Call Flow Design:

TeleFinity Contact Center has the ability to build and update the call flow using a building block structure, There is no need to restart the service when the flow changes.

Speed Dial

The user "saves" frequently called numbers so that they can be dialed with an assigned shortcut of two or three digits.

Hold Music (WAV File Upload)

Allows callers to hear music or a recorded message while on hold or waiting for other participants to arrive for a conference call.

T.38 FAX, FAX Relay and Clear Channel Fax

The T.38 fax relay standard permits faxes to be transported across IP networks between existing fax terminals. A clear channel gives full use of the bandwidth for this purpose.

Call Statistics

Gives the user the ability to track and report factson each extension (call recipient, length of call, on-hold time, etc.) for incoming and outgoing calls .

Dial Plans (Call Routing)

Calls can travel through a network along a pre-determined path to accomplish a specific goal. Call routing helps determine the least expensive way to make a call or the least congested path to take. Incoming calls can be grouped according to area code and routed to specific customer service representatives who manage different geographic regions.

Time of Day Dialing

Create the ability to route calls according to the time of day, enabling users to select where call will reach them during different time periods.

Enhanced IP Phone Support

Certain popular IP phones can be automatically configured by the resulting in a plug and play installation

FXO Auto Configuration

IP PBX detects and automatically configures ports added. The new ports appear in the IP PBX GUI.

Voicemail Setup via Phone

Eliminates hand coding of invoices by department, etc.

 

CDR Tags for Billing

Certain popular IP phones can be automatically configured using plug and play installation.

Daylight Savings Time Adjustment

IP PBX automatically adjusts for daylight savings time.

Agent Capabilities

The TeleFinity Contact Center gives agents required features for both inbound and outbound calls to empower their performance.


Agent Skills

The TeleFinity Contact Center gives the right to the supervisors to ascribe skill levels to agents , The TeleFinity Contact Center gives the supervisor the ability to modify agents skills whenever they change, so the routing will-skill based and agents will answer calls that match their skills only, This tool will be useful for improving the quality of service and reducing the average conversation time.

Benefits and Requirements of Membership

TeleFinity Contact Center gives the supervisor the right monitor agents, and coach agents, make conference calls, and redirect calls to other agents to avoid mistakes.

Call Flow Design:

TeleFinity Contact Center has the ability to build and update the call flow using a building block structure, There is no need to restart the service when the flow changes.

Call Routing

TeleFinity Contact Center applies more than one routing scenario at a time based on the following criteria:

Inbound:

-Last idle agent. -Skill level. -Caller ID. -Called ID. -Multi queues. -Forward if no answer.

Outbound:

-Individual calls. - Can be integrated into auto-dialer with the following criteria: 1-Last idle agent. 2-Skill level.

Call Queuing

TeleFinity Contact Center has the ability to route the calls through an unlimited number of queues Every queue has its own parameters, such as: maximum waiting time before dissuasion, routing criteria and, on hold music.

Campaigns

The main goal of the TeleFinity Contact Center Campaign is achieving the best performance for telesales, tele-prospection, debt collection and telemarketing, which can be met by the following features:

Reporting:

TeleFinity Contact Center gives more than call routing and queuing, it gives detailed statistics for all components in the system starting with routing point to agent, showing many parameters for both real time (dashboard) and historical statistics, For both types of statistics the user can generate reports in many formats including PDF, Excel and, Word

Alarms

To make sure the system,including software and hardware is running smoothly, TeleFinity Contact Center sends fully detailed alarms and notifications to the proper user via email, SMS, or by using an external hardware alarm system for instant notification,about any issue within the system. Alarms remove the burden of manual system monitoring and scanning freeing IT administration resources for other duties.

User's Right & Administration

Multi privileges can be given to users and groups to access and configure the system. You can set administration rights according to your enterprise’s unique preferences and needs. For example, supervisors can modify agent skills to achieve certain service levels, generate statistical reports, and barge in-to calls to provide coaching packages to the agents, while marketing managers can use the system only to see predefined statistical reports allowing them to get real-time market feedback.

Audit Logs

For greater security and a higher level of understanding of the contact center, TeleFinity Contact Center logs all users' activities on the system, where authorized users can view saved information about all activities such as: who has logged in and out.

Multiple Campaigns

You can easily define multiple campaigns by accessing the campaign manager on the user-friendly web interface Each campaign must be assigned to a Queue in order to make calls when there are available agents in the selected Queue.

Progressive/ Predictive

By using the TeleFinity Contact Center you can select a campaign type Progressive or Predictive.

Retry Option

This feature enables the campaign to recall busy numbers after a specific time, determined by the Campaign manager.

Schedule Campaigns

Campaigns can be scheduled based on selected dates and times.

Automatically Import Phone Numbers

Use the import tool easily import phone numbers for a specific campaign by selecting the list file. One of two options is allowed either append the imported numbers to the existing phones or replace the existing phones.

Campaign Queue Integration

Because campaigns are integrated into the Queues, you can determine the actions for the following cases:(full Queue, no agents in Queue and, Queue Overflow).

User Friendly

You do not even need to use the manual, because the TeleFinity Contact Center is so intuitive; there will be little, if any, training required for using the system. Users familiar with MS Windows can start using TeleFinity Contact Center instantly.

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