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We are using TeleContact Contact Center solution by TeleSynergy. TeleContact has the ability to handle customer contacts in any media including voice calls, voice mail, e-mail, web integration, collaboration, and fax and at the same time, facilitating fully-integrated routing, monitoring, recording, reporting and administration for all customer interaction activities. TeleContact includes many powerful applications to manage customer interactions among various channels. These include:

Inbound Call Module - Intelligent Automatic Call Distribution (TeleACD)

  • Skill-based routing to most suitable agent using configurable routing algorithms
  • Integrate with external CRM data to display customer information
  • Silently monitor, coach, and barge-in or initiate call recording
  • Real time monitor of queues and agent status statistics by period, shift, and day
  • Multi-tier Dynamic Call queue management
  • Reprioritize based on holding time and weighted call priority
  • Configure maximum calls in queue and multiple overflow queues by skill set group
  • Simultaneous call transfer and data forwarding
  • Call Blending
    • Switch agents between inbound and outbound calls
    • Switch calls between agents and IVR scripts
  • Customizable music and announcements when on-hold

Automatic Outbound Dialing with Marketing Campaign (TeleDialer)

  • Predictive dialing based on average call handling time, average ringing time, and current status of agent call
  • Smart dialing based on customer information such as time zone, multiple telephone numbers, and preferred calling time
  • Track call abandonment rate to adjust outbound calling rate
  • Dynamic trunk line allocation to lines between inbound and outbound calls
  • Fax tone detection
  • Other dialing options include:
    • Preview dialing enables agent to preview call before calling
    • Confirmed dialing ensures agent’s availability before calling
    • Manual dialing provides built-in directory for click-to-dial
    • Power dialing based on predefined line-to-agent ratio

Other features:

  •  Digital Call Recording System Module (TeleDRS)
  • Record incoming and outgoing calls
  • Search for calls by date, time, phone numbers, or extension numbers
  • Retrieve archived calls for reference
  • Export voice files for archiving
  • Flexible storage options
  • System security and data protection for retrieving recorded data
  • Comprehensive Contact Center Management Reporting (TeleAnalytics)
  • Agent Performance (during any given time interval)
  • Cumulative call and average talk time by agent
  • Call volume by caller ID
  • Inbound call trends
  • Outbound call trends
  • Campaign reporting
  • Application Generator (TeleAPG) for Interactive Voice Response (IVR)
  • Configurable Skills-based Routing for all incoming media request
  • Agent and Contact Resources Monitoring
  • Fax Integration
  • Voice Mail
  • Unified Messaging System (TeleUMS)
  • Remote System Administration
  • Web Callback, Chat, and Collaboration
  • Automatic Email Response (TeleMailer)

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