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More about Inbound Telephony
Hosted Services
The flexible solution
A hosted multi-media contact centre solution gives you
all the flexibility to expand, contract or add functionality
in line with your business needs whenever you need
MX Digital's multi-tenant, multi-media hosted contact centre system unifies all communication channels including voice, email, text, video and web. The hosted platform operates in a VoIP environment to deliver a QoS computer to computer communications for both inbound and outbound applications. All a contact centre needs to access the system is a browser, USB headset, IP Phone, soft phone or standard PBX phone. This is available 24 hours a day/ 7 days a week delivering contact centre functionality on a pay as you go basis.
Our Services
Inbound
Telephony
The distribution, routing and manage- ment of incoming customer interactions ensures they are handled according to agreed, efficient business rules.
Automated
Call Distribution
Automated Call Distribution routing capability ensures your customers are connected to the most suitable resource the first time and enables appropriate service prioritisation.
Interactive Voice Response
IVR can provide recorded announce- ment features and information retrieval based on CLI, DNIS or tones entered, as well as a proactive automated out- bound message.
Speech
Recognition
A simple and intuitive interface for callers, replacing a complex multi-level menu with a single spoken command or phrase, saving time, caller frustration and increasing First Call Resolution.
Outbound
Dialler
Our automated outbound call systems improve agent productivity. It replaces the need to manually dial a number that can result in mis-dials or low call rates. The call is automatically made and put through to the agent.
Call
Recording
Call Recording is just one of the many channels that the system is able to record so that supervisors are able to review interactions between their agents and customers.
CRM
Integration
Helps customers maximise the value of every interaction. By integrating the Agent Desktop with the CRM, the agent has all the relevant information easily to hand.
Email
Distribution
This creates its own rules through a business workflow to determine where emails should be routed to. By applying intelligent routing to email contacts, you can analyse the email for account information, and look up data in the CRM or database.
Speech
Analytics
What is happening in my Callcentre? Speech analytics provides a consistent and efficient means of extracting all information previously locked away in call recordings.
MX Digital's hosted contact centre, call centre and IP-PBX technology is the ideal platform for both Virtual and Enterprise contact centres. It offers a complete and robust set of features and functions that can address all customer contact requirements or contingencies.
What Next? To receive more information about our Hosted Services or any of the services associated with this offering, don't hesitate to get in touch now.
Not the right solution for your business? Have a look at MX Digital's Rental Solution or On Premises Solution.
Features
- Incoming telephone calls with interactive voice response (IVR)
- Universal queues and routing rules for all media
- Unlimited queues and agent groups
- Skills-based routing
- Intelligent priority handling
- Recording and quality monitoring for all media
- Outgoing telephone calls with preview, progressive and predictive dialling
- Computer calls from the web with keyboard chat, joint browsing,
voice, video, and collaboration - E-mail messages
- Voice and fax messages
- Web-based, location-independent agents
- Web-based administration and supervision
- Open database connectivity
- Real-time and historical reporting
- Graphical application development tools
- Interaction history for all media
Benefits
- No capital expenditure on Pay As You Go service
- On Pay as You Go service
- Multi-Channel communication available (voice, email and web)
- No hardware or software costs
- No maintenance costs
- No upgrade costs
- No installation or integration headaches
- No training and administrative costs
- Multi-Tenancy ensures 100% secure data at all times
MX Digital's hosted contact centre, call centre and IP-PBX technology is housed in a number of state-of-the art Data Centres across the UK, known for their comprehensive facilities and high levels of security. The hosted platform operates in a VoIP environment to deliver computer to computer voice and data communications for both inbound and outbound applications. Our monthly subscription charges are subject to your specific technology requirements and number of concurrent users etc.