Hosted Call Center

Telovations' Hosted Call Center solution provides an integrated, full-featured solution for managing customer contacts with all the benefits of Telovations' advanced voice and multimedia applications delivered over our Cisco Powered Real-Time Network. Telovations can offer businesses a solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich call center anywhere in the world-with no hardware, software, or upfront capital expenditures.

Hosted Call Center offers an on-demand, hosted service with unified front-end provisioning for administration of agent workforces. This solution supports individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location. Telovations’ Call Center solution results in reduced operational costs and improved customer response for the enterprise.

KEY FEATURES

  • Automatic Call Distributor (ACD) - Intelligent call routing and queuing
  • Auto Attendant - Interactive voice response (IVR) and custom messaging
  • Agent and Supervisor Clients - Intuitive interface for greater agent productivity and management oversight
  • Call Center Reporting - Preset real-time and historical reports in graphical and tabular form
  • Music On Hold and Comfort Announcement - Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements
  • Monitoring and Recording - Pre-integrated third-party vendor solutions for real time monitoring and recording of agent calls
  • 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.
  • Telovations’ Call Center Solution also supports traditional call center features:
         • Overflow- Incoming calls can be forwarded to an overflow phone number when queue is overloaded
         • Agent Log in/Log off- Calls are only presented to agents who are on duty, and agents can log into several call centers
         • Hoteling for Extension Mobility- Agents can log in at any available workstation while maintaining unique user settings
         • 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.

Benefits

  • Improve Customer Service- Ensure all incoming calls are serviced efficiently under any network condition and at any time
  • Create Virtual Call Centers- Establish call centers anywhere in the world with PCs and a broadband connection—without additional hardware, PC-resident software, or traditional phone lines
  • Offer 24x7x365, Follow-the-Sun Customer Care- Ubiquitous services with a single number for distributed call center locations
  • Manage Calls Effectively- Choose from a range of call distribution policies including skills-based call distribution
  • 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.

 

Call Center Agent

The 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

Incoming Call

Incoming Call Alert

 

CALL CENTER AGENT FEATURES

  • Call Control Functions- Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation
  • Agent State Control Functions- Agent Login/Logout, Ready, Not ready, and Wrap Up
  • Auto Screen Pop-Ups- Incoming calls pop up on a Web interface showing information associated with the incoming call
  • Auto Dialer- Via Outbound Click-to-Dial and Outlook Directory Integration
  • Agent Activity Report- Agents can see real-time statistics directly on desktop.

 

Call Center Supervisor

With the 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 Innovate for Call Center solution, supervisors can determine appropriate staffing levels to manage costs while still effectively handling busy hours.

Preset reports show agent availability, call duration, login/logout actions, and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity, such as call abandonment rates, and averages of time to answer, wait time, and call duration.

Call Center Supervisor

Call Center - Supervisor

 

CALL CENTER SUPERVISOR FEATURES

In addition to all Call Center Agent features

  • Agent Monitoring
  • Supervisor Barge In
  • Queue Monitoring and Manipulation
  • Real Time and Historical Reports
  • Call Center Reporting
  • Call Center Reporting is an application that provides real time and historical reporting for Call Center operations. Call Center Reporting resides on the Telovations Call Detail Server and provides a secure, partitioned, multi-tenant reporting solution.

Telovations' Call Center delivers a comprehensive call center solution designed for the small and medium enterprise (SME) market. In addition, innovative features that are not available in legacy systems extend the opportunity to serve the broader enterprise market.
 

Integrated with Managed SIP Trunking or Hosted PBX, Hosted Call Center simplifies service packaging, eases user adoption, and speeds up service rollout-without the burden of customer premises equipment.
 

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