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.
The TeleFinity Contact Center gives agents required features for both inbound and outbound calls to empower their performance.
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.
TeleFinity Contact Center applies more than one routing scenario at a time based on the following criteria:
-Last idle agent. -Skill level. -Caller ID. -Called ID. -Multi queues. -Forward if no answer.
-Individual calls. - Can be integrated into auto-dialer with the following criteria: 1-Last idle agent. 2-Skill level.
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.
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:
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
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.
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.
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.
By using the TeleFinity Contact Center you can select a campaign type Progressive or Predictive.
This feature enables the campaign to recall busy numbers after a specific time, determined by the Campaign manager.
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).
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.