CALL CENTER SOLUTION

2-3 Days CALL CENTER SOLUTION

Xtend Call Center

 

Xtend Call Center Solutions

 

Xtend Call Center Solutions is a powerful and feature-rich multi-channel contact center implementation designed to optimize the handling of inbound and outbound calls in an organisation through efficient call handling, customisable reports, skill based transfer, free seating, Interactive Voice Response (IVR) Systems, Automatic Call Distribution (ACD), campaign management, visual dashboard & supervision, call notification popups, voice recording, conferencing, Do Not Disturb (DND) and external CRM integration capabilities.

The advanced browser-based interface provides large scale, complete and integrated set of options to handle multiple calls through different incoming channels and can also be utilised as a powerful telemarketing tool to promote various offers and value added services to customers. Implementation of the automated computer telephony integrated application leverages the call center capabilities and thereby enhances customer satisfaction resulting in increased revenue opportunities.

Inbound Call Center Solutions

The inbound call center solutions completely controls the routing of incoming calls and ensures that the calls are managed effectively and efficiently to provide the best customer interaction.

Beneficial for:
  • Automatically attending incoming calls
  • Handles customer requests quickly
  • Facilitates smooth helpdesk management

 

Full-fledged reports of incoming calls are available to the supervisor, thereby allowing them to analyse agent performance, productivity and streamline call center operations to a large extent. With proportional routing, call processing time is faster and call center agents can deliver highly personalised experience to customers.

Outbound Call Center Solutions

The outbound call center offers the capability to process the dial-out to multiple customers ─ all automatically. Equipped with innovative features, the system enables to handle the outbound telemarketing and promotional needs with utmost ease and convenience.

Beneficial for:
  • Telemarketing services
  • Lead generation
  • Notifications/announcements

 

Supervisors can view the real-time status of the predictive dialing, they can add, modify or delete campaigns, record the interactions and view the comprehensive reports. Outbound calls can also be connected to an agent for an elaborate assistance.

 

Technical Diagram

 

Xtend Call Center Solutions : Technical Diagram

 

Xtend Call Center

Inbound Application

An inbound call center handles only inbound calls and the call center system automatically attends incoming calls from PRI/VoIP Lines and processes it efficiently within few moments. The telephony application seamlessly integrates with E1/VoIP lines to attend calls and processes the caller's request at a faster pace. Due to automatic handling, it saves the time of customer support personnel, enabling the support staff to communicate and solve the customer queries more effectively.

When an incoming call arrives from customer, Xtend Call Center Solution automatically attends this call to process the customer's request and the information is delivered to the customer. On caller's request, the call can also be transferred to an agent for assistance.

 

Outbound Application

An outbound call center automatically dials a list of phone numbers and interacts with the customer to convey information related to offers, programs etc. and on demand, transfers the call to an agent for elaborate assistance. The outbound campaigns include telemarketing, surveys, reminders, notifications, etc. The CTI-based application seamlessly integrates with existing telephony infrastructure and automatically manages outbound campaigns at a faster pace. The predictive dialing solutions provide complete local/remote supervision control and reporting facilities to manage call center operations more effectively. The product can be implemented with ease in any small or large organisations to reduce call cost, increase productivity and maximise business profits.

Xtend Call Center Solution dials a list of customers and waits for the connection to be established. Customer receives the call and the system connects the call to an available agent on the other side, the agent interacts with the customer and communicates the information related to the campaign.

Xtend Call Center Solutions : Technical Diagram

 

 

 

Features

 

 

Xtend Call Center Solutions

Innovative inbound and outbound call center features ensure that the calls are managed effectively and efficiently to deliver the best customer interaction and also helps to increase the overall productivity of an organisation.

Multi-Channel Support

The call center solution supports multiple channels capable of implementing inbound or outbound calls for running a variety of campaigns to inform offers, programs etc. to large number of customers simultaneously. Typical implementation of Call Center works with 4 to 5 PRI lines (150 lines) and around 100 Agents.

User-friendly Browser Interface

Easy-to-use web interface with multi-login facility, inbound and outbound call management platform and an array of administration and reporting features allow to administer the entire call center telephony network remotely from anywhere at any time.

Multiple Campaign Management

Campaigns can be created, edited and updated at any time and multiple channels can be configured to run different campaigns at the same time. The default number of campaigns which can be configured at a time is '10' and can be increased as per the user requirements.

Instant Call Notification Popup

Call Center software includes support for installing the incoming/outgoing call notification popups on the agent's system. Integrated SIP phone allows seamless call handling as an agent can attend and process the call and update the customer data in real-time.

Auto Callback Facility

Call Center System shall automatically assign a callback to the customer, if he/she waits in the queue for at least 10 secs or if an incoming call exceeds the repeat boundary or if customer chose for a call back by pressing 9. The callback is initiated as soon as a free agent is available.

Call Transfer Option

The call can be transferred either internally or externally to a phone number in Xtend Call Center. The built-in call transfer facility guides the caller to an operator for elaborate assistance whenever required. The automatic call handling and call transfer saves the time of customer support personnel to a large extent, thus enabling the support staff to work more effectively.

Advanced IVR & ACD

The inbuilt IVR attends all inbound calls automatically and routes the call to an agent for further assistance. The system automatically distributes incoming calls to the available agents using algorithmic approach such as “Longest idle” and “First Disconnect”. The real-time ACD information provided on the Supervisor's desktop helps in efficient monitoring of calls.

Enhanced Multi-lingual Prompt

Promoting an advertisement may be made easier with the help of multi-lingual prompts which helps to convey the information to customer more efficiently. Xtend Call Center also has the ability to dial out calls in multiple languages.

Extensive Reporting & Search Options

Various reports can be generated and analysed for an efficient management of the call center. Agent-based reports based on productivity, occupancy, abandoned calls, answered calls, etc. serves as the performance indicator that contributes to enhance the productivity of an organisation. Advanced search options locates the call quickly and generates reports corresponding to the given specification.

Agent Supervision

Xtend Call Center allows to monitor and listen to agents in real-time, manage agent activity, and monitor work-flow. The details of logged in/logged out agents along with the report of idle agents, agents on call, agents on hold, agents on break, etc. can also be viewed by an Administrator/Supervisor for quality compliance.

Multiple Database Support

Support for multiple databases like IBM DB2, MS SQL Server enables the client-side IT systems to run smoothly and fulfills the client-specific requirements easily.

Outbound Dialing Methods

There are three dial-out methods available in Xtend Call Center:

  • Preview dial-out: Enables an agent to initiate manual dial-out by entering the phone number in Xtend Client popup.
  • Lead dial-out: System shall automatically dial a set of phone numbers which has been uploaded by an agent.
  • Push dial-out: Enables an agent to select a phone number from an allotted list and dial-out the number.

 

Conferencing Capability

The built-in call transfer facility guides the caller to an operator for elaborate assistance whenever required. The call can be transferred either internally or externally to a phone number. The transfer option allows to transfer the call directly to a third person and the conference option helps to initiate a conference between all the members.

Supervision & Visual Dashboard

By listening to the conversation between the customer and agent, the supervisory staff can monitor work-flow, evaluate performance and identify the training needs. Dashboard facility available on the web interface offers the real time status of the call center on a separate page. Call Center managers can get an overview of how calls are progressing throughout the center. The duration of a call, agent handling a call, real-time status and much more are displayed which gives the full-control to manage your inbound and outbound calls with utmost ease and convenience.

Call Recording

Audio recording and archiving of voice calls allows to keep logs of important conversations for future reference. These call logs prove to extremely helpful to clear important issues and in times of legal dispute. The recorded audio along with information such as caller number, called number, time/date, duration, etc. can be used to assess the service quality and customer experience.

External CRM Integration

Integrating the Customer Relationship Management (CRM) application in Xtend Call Center helps to enhance the operational efficiency. The Call Center System allows to integrate with an external CRM and thus the customer data can be updated directly into the CRM from the Call Center application.

Do Not Disturb (DND)

Xtend Call Center System has the capability to screen the unwanted phone numbers that are specified in the DND list. Multiple campaigns can be scheduled at a particular date and time and the system can make automated dialing of outbound calls at the scheduled time. During outbound dialing, the entire DND list will be filtered and the dialer will automatically dial to permissible contacts only. This allows call centers to ensure that DND rules of conduct are followed during outbound campaigns, thus ensuring that the calls do not disturb or annoy people enrolled in do-not-call lists.

Skill-based Call Transfer

Xtend Call Center allows to connect a call to a specific agent or group of agents with defined skills, i.e. the incoming enquiries are filtered and directed to the call center agents with the most applicable skill sets based on language or department.

Mobile Login for Agents

The Xtend Call Center allows to create campaigns with type as “Mobile Login” which allows call center agents to login and attend calls from their mobile. A maximum of four agents can be logged-in by this feature. This is helpful for an agent if a customer calls for urgent support after the office hours.

Custom Field Creation/Updation

Call Center Solutions has certain inbuilt fields corresponding to each call, namely, call time, phone number, process, agents etc. Additionally, the software allows to add extra information using the custom fields. By using this method, user can create additional fields for each call and this can be updated accordingly to meet the business requirements.

 

 

 

Efficient Call Management

With the implementation of Xtend Call Center Solutions, the calls can be efficiently managed in a call center. The inbound application automatically attends the incoming calls so that the time taken by the support staff can be reduced to a large extent. The outbound application dials from multiple channels at a time to connect and convey information to different customers about offers, programs etc.

Sales Promotion

The outbound application of Xtend Call Center Solution can be utilised as a telemarketing tool to promote the products or services through advertisements, teleselling etc. The auto-dialer tries to reach maximum number of customers with variety of campaigns within a short period of time.

Performance Management

The higher level management can monitor the inbound and outbound calls and listen to the real-time interactions at any time. The generated reports are useful to evaluate the service rendered by the agents.

Reduces Call Cost

The call costs can be reduced through automated dial-outs from Xtend Call Center System as a part of lead generation to rapidly increase sales, enhance productivity and refine the business performance.

Flexible and Seamless Integration

The automated telephony application can seamlessly integrate with ISDN PRI, VoIP lines to automatically filter, organise and manage inbound and outbound calls in a better pace.

 

 

Finance Sector

The financial sector handles large volume of calls everyday that varies from simple enquiries to complex transactions. Xtend Call Center Solutions help financial institutions to promptly respond to enquiries and on demand transfers the call to an agent for elaborate assistance. The system can dial and connect numerous customers to inform about the latest developments in the financial firm. As an inbound call attendant, the system can provide better customer experience through quick response and as an outbound dialer, it is possible to generate tremendous leads for increasing revenue. Applicable areas include:

  • Tele-banking Service
  • Payment Reminders
  • Bill Date Notifications
  • Stock Market Updates

 

Government

Xtend Call Center serves as a significant tool in government organisations and related sectors, as the public can be made aware of the government policies, rules, etc., over the phone through automated dialing process. Opinion polls can be carried out to know the views, suggestions and comments of the people related to various issues for the development of economy. The Call Center System as an automated call attendant ensures that repetitive and time consuming enquiries are minimised to a large extent. Applicable areas include:

  • Promotional Campaigns
  • Opinion Polls
  • Survey Answers
  • Vote Reminders

 

Education

Every year large number of calls are dialed manually to inform guardians or officials about the activities taking place in the educational institutions. This work can be made easier with Xtend Call Center through auto-dialing process that informs the latest updates to the related individuals in a short period of time with minimum cost. Applicable areas include:

  • Course Information
  • Upcoming Events
  • Meeting Notifications
  • Registration Information

 

Travel & Tourism

Considerable amount of time is spent by the customer to retrieve booking details of bus, train or flight status and on the other hand, the office staff has to perform repetitive tasks over phone. To minimise the processing time and to provide enhanced service to the customers, Xtend Call Center proves to be extremely useful. As an automated answering system, the incoming calls are attended by the software system and the information is delivered within few moments. The outbound application of Xtend Call Center can be used where the phone numbers can be uploaded and campaigns can be configured for auto-dialing purposes. Significant details can be informed through mass dialing simultaneously, thus reducing the workload and saving time to a large extent. Applicable areas include:

  • Travel Date Reminders
  • Reservation Confirmations
  • Weather Updates
  • Customer Satisfaction Surveys

 

Entertainment

Media and Entertainment sector involves lot of challenges as up-to-date information should be easily accessible and readily available to public at any time. Xtend Call Center eliminates the need of manual dialing by providing instant information to vast group rapidly within few moments. This helps to increase sales revenue, save time and cost with the utilisation of minimum resources. Applicable areas include:

  • Advertisements
  • Upcoming Movies
  • Horoscope
  • News & Updates
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

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