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Telovations Call Center

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Information about Telovations Call Center
Business & Mgmt

Published on December 29, 2008

Author: WillKuz

Source: slideshare.net

Description

Now call center managers can monitor and report their agents from different geographical locations.
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INNOVATE for CALL CENTER Improve your productivity with Call Center functionality. The Telovations’ Innovate for Call Centers solution provides an integrated, full-featured solution enabling businesses of any size to build a compre- hensive, feature-rich call center anywhere in the world—with no hardware, software, or upfront capital expenditures. Innovate for Call Center supports individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location. The Telovations Call Center solution consists of two main offerings tailored specifically for the SMB market u Cost Effective Offer – Virtual ACD (ACD/Queuing and a Web agent for ACD state synchronization and daily reports) u Complete Offer – Virtual Call Center (Enhanced ACD/Queuing, call center clients and advanced real-time and historical reporting) Business Benefits: u Improve Customer Service - Ensure all incoming calls are serviced efficiently under any network condition and at any time u Create Virtual Call Centers - Establish call centers anywhere in the world, just with a broadband connection - without additional hardware, PC-resident software, or traditional phone lines u Offer 24x7x365, Follow-the-Sun Customer Care - Ubiquitous services with a single number for distributed call center locations u Manage Calls Effectively - Choose from a range of call distribution policies including skills-based call distribution u Minimize Costs - Provide the option for agents to work remotely with access to all call features - offering a smart way to increase staff without renting office space Informal Call Center environment makes it possible for associates in different locations to take calls from the same queue, reducing costs and making you more efficient. Call Center Features u Automatic Call Distributor (ACD) - Intelligent call routing and queuing u Enhanced ACD - Advanced queuing when call center is not staffed and maximum wrap-up timer settings u Auto Attendant - Interactive voice response (IVR) and custom messaging u Agent and Supervisor Clients - Intuitive client interface for greater agent productivity and management oversight u ACD State Synchronization trough the Web agent or IP phone interface u Call Center Reporting - Preset real-time and historical reports in graphical and tabular form u Music On Hold and Comfort Announcement - Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format u Monitoring and Recording - Pre-integrated solutions for real time monitoring and recording of agent calls u Unified Front-End Web Portal Provisioning - Single point of entry for provisioning all Telovations services and client applications, including Call Center Agent and Call Center Supervisor u Overflow - Incoming calls can be forwarded to an overflow phone number when queue is overloaded u Agent Logon/Logoff - Calls are only presented to agents who are on duty, and agents can log into several call centers u Hoteling for Extension Mobility - Agents can log in at any available workstation while maintaining unique user settings u Service Integration - Any Telovations personal service, such as Call Forwarding, Call Notification, Call Screening, and Voice Messaging, can be assigned to a call center agent to customize the call center group CALL 877 WE INNOVATE T 1009 Copyright Telovations, 2008 (877-934-6668)

Call Center Agent The Telovations Call Center Agent client application lets call center agents perform call-control and agent state control functions directly from their desktops for IP phones, or analog phones. Simplified interfaces let call center agents answer, direct, and complete calls more quickly to increase productivity and improve the caller’s satisfaction level. Call Center Agent Features u Call Control Functions - Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation u Agent State Control Functions - Agent Login/Logout, Ready, Not ready, and Wrap Up u Auto Screen Pop-Ups - Incoming calls pop up on a Web interface showing information associated with the incoming call u Auto Dialer - Via Outbound Click-to-Dial and Outlook Directory Integration Screen Pop - Incomming Call Alert u Agent Activity Report - Agents can see real-time statistics directly on desktop u Call Logs and Enhanced Call Logs - can be assigned to Auto Attendant, Call Center and Hunt Groups Call Center Supervisor With the Telovations Call Center Supervisor client application, supervisors gain superior management capabilities to monitor and record agent calls, to determine training gaps and requirements. With the advanced reports available through the Call Center Reporting solution, supervisors can determine appropriate staffing levels to manage costs while still effectively handling busy hours. Call Center Supervisor Features In addition to all Call Center Agent features: u Agent Monitoring and Supervisor Barge In u Supervisor Queue Monitoring and Management u Supervisor Dashboard u Real Time and Historical Reports Agent Activity Report Telovations Call Center Client – Main Interface Telovations Call Center CALL 877 WE INNOVATE Copyright Telovations, 2008 (877-934-6668)

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