PhonePresence Call Centre
High Capacity Inbound and Outbound Call Distribution
Multi-site Inbound and Outbound Voice Traffic
The Call Centre edition of PhonePresence has the additional advanced features required to operate a high capacity distributed call centre - departmental, multi-site or multi-country with inbound and outbound voice traffic.
PhonePresence Call Centre has been designed for large numbers of agents and includes extensive reporting facilities and overflow management systems. A choice of non-geographic phone numbers or integration of your existing numbers is available.
No CAPEX
The Premium Call Centre is available for business with any number of users and can be set up at a reasonable cost. PhonePresence Call Centre can be designed and configured to create a distributed call centre environment without the overheads of management and the costs of ownership.
Phonepresence call centre is a powerful call distribution solution requiring no capital expenditure and flexible enough to cater for single site and distributed call centres with 5 - 150 seats.
Distributed Call Centre
A Distributed Call Centre can consist of staff and agents in different locations and additionally include homeworkers. Agents can be connected via VoIP/ISDN/Landline/Mobile.
Along with password protected Phone Support and prompt email response, our consultants will help design your call handling flows and are on hand to assist with changes as they are required. Access to the comprehensive web administration area will allow you to view and make changes to the service in real time.
Call Centre Supervisor Features
A major and unique feature of PhonePresence Call Centre is a comprehensive suite of monitoring and reporting facilities which assist supervisors and management with decisions on changes and methodology for improved customer interfacing and call handling.
PhonePresence Event Monitor
The efficiency of agents is readily assessed via real time monitoring using the PhonePresence Event Monitor (PEM).
The PEM is a Windows based application that runs on the PC of a Call Centre Supervisor to provide instant visual feedback of the handling of inbound calls.
It is designed for supervisors to monitor different types of activity on their phone system (queues, agents, recent calls etc.) in a multi-window environment, giving a complete picture of phone usage in one convenient location.
Call Queue Status
A real time queue display shows the number and duration of calls in the queue and can be made visible on a large plasma screen, or similar wall mounted monitor, to replace an old style call centre wallboard.
Call Centre Agent Status
The status of each agent is available, again updated in real time to show important call status and duration information so as to highlight individual problems or situations.
A recent call list is updated immediately calls are completed.
The Supervisor Console is an event driven application that connects to X-on's data through industry standard XMPP, making it easy to configure through corporate networks and firewalls.
Web Based Activity Monitoring
Web based monitoring is also available via the PhonePresence Administration Interface.
Queue Monitor
Allows supervisors to monitor live call queue activity and to assess the handling of incoming phone calls and enquiries. Statistics are available for the number and duration of calls, time held in queue and whether calls were lost or went to voicemail.
Agent Monitor
Supervisors are able to similarly monitor the live activities of agents and staff taking calls on an individual basis with real time statistics providing an overview of user efficiency.
Live Call Monitoring
Supervisors are also able to hear live calls currently in progress by dialling in and entering the agent's ID. This allows supervisors to directly check the performance of agents and assess the handling of incoming calls.
ACD Reporting
All PhonePresence reports can be downloaded to a variety of formats including PDFs and exported to Word and Excel compatible formats.
PhonePresence Call Centre includes a full set of reports on inbound and outbound call activity, including a real time 'interim invoice' on call spend and revenue.
Skills Based Routing
As callers reach the front of the queue, they can be transferred to agents and staff with the nearest matching skill set. Connecting the caller with the most appropriate agent ensures their enquiry is dealt with quickly and efficiently.
Calls can also be distributed according to agent availability, or in order to even out workload, or a mixture of all these.
PhonePresence Call Centre Features
For a complete list of PhonePresence Call Centre features click here.
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Capability for Single Site and Distributed Call Centres with 5 - 150 seats |
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No Capital Expenditure |
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Real Time Monitoring via PhonePresence Event Monitor |
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Single Site or Distributed Call Centre |
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VOIP and/or ISDN and/or Landline and/or Mobile Agent Stations |
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Downloadable Reports |
For further information please call the Sales Team on 080 0075 0075 or Contact Us. |
