Contact CenterTelecom
The Contact Center solution offered by Everit provides all features for inbound and/or outbound campaigns managed by team experts in Customer Service, Contract Management and Sales, Debt Collection & Legal Actions, etc.
Some Features:
- Inbound Call Handling
- Outbound Call Handling
- Predictive Dialing
- Intelligent call queuing
- Smart IVR – Self-service
- Call Recording
- Agent Management
- Campaign Management
- Advanced and Analytical logging
- Real-time and Historical Monitoring, Statistics and Auditing
- AI Assistant HUB
- Multi tenant
- TDM / GSM / SIP Trunking Support
- CRM Integration
The Predictive Dialing feature, included in the Contact Center, is the ideal “partner” of a call center as it executes automated outbound calls which are connected to the available agents only when they are answered.
Predictive Dialing feature uses an innovative algorithm which adapts itself to the quality of the outbound campaign by utilizing statistical information accumulated from the tasks already executed.
The algorithm is self-optimized for agent time utilization, but can be adjusted easily to improve different aspects, like overflowed calls, silent calls, etc.
With the Smart IVR platform you may effortlessly build rich interactive IVR systems allowing the user to manipulate call flow without necessarily interacting with the caller.
The building blocks of the IVR are modules that perform specific functions and follow some simple flow rules. There are:
- IVR modules
- Flow control modules
- Call control modules
- Database control modules
- Variable manipulation modules
- Smart IVR provides access to database, session variables, rich interaction with PBX, voice playback and recording, DTMF recognition and visual representation of design elements. The structure of the IVR script (IVR descriptor) is stored as XML, and can be edited directly with a text editor. Complementary, a visual designer is provided, giving an intuitive representation of the comprising modules and basic error checking.
Increased productivity
- Intelligent queuing, effective predictive dialing, interoperability with other systems – Agents fully productive and focused on goals
Reduced call handling time
- Smart IVR, advanced queuing system – The most appropriate agent handles each call in the minimum handling time
Better overall customer satisfaction
- Integration and interoperation with 3rd party software – Each customer communication includes all necessary information, each case can close in one call