MX Digital will be pleased help you with any of the following hosted call centre and hosted IP-PBX technology or solutions within your hosted contact centre. We can develop and integrate with existing call centre and IP-PBX systems as well as introduce and expand new hosted call centre and hosted IP-PBX solutions and processes. Our multi-media voice & data technology includes:
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Features functions and benefits guide
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Please click on each line to find out more about the multi-media contact centre technology supplied by the MX Digital.
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Automatic Call Distribution (ACD) - Manages inbound contacts more effectively, by routing calls based on the dial number (DNIS), calling party (ANI), agent skills, customer profile, service levels or user defined business rules. ACD also offers overflow routing, call re-routing based on queue statistics, abandoned call recuperation and multi-site routing.
Routing - Automatic Call Distribution (ACD) offers two methods of routing. First, a contact is handled by a multi media manager rule. This rule utilizes information from the contact, back office information, and other critical information to determine how to treat the contact. For example, for voice calls this could be routing to a queue, routing to a specific agent, sending the call to an IVR script, or playing the contact a message. The rules will determine the best way to treat the contact and the best queue or agent to handle the contact. Once the contact goes into a queue, then there are routing rules within the queue for getting the contact to the right agent.
Among the many routing options available within a queue are:
Priority Routing - A method of routing where contact types are assigned priorities or weight levels. When calls are in queue and an agent becomes available, the contact with the highest priority will be routed to the agent.
Skills-Based Routing - A method of first routing contacts to agents that possess the most adequate set of skills, based on the skill requirements for the service. Automatic Call Distribution (ACD) has a powerful, patent-pending method for skills-based routing. Each agent has an individual skill profile spanning all channels of interaction. Each service has its own skill requirements, and each interaction is precisely routed to the individual agent with the best skill match. Call centre managers can create an unlimited number of skills and define proficiency levels for each skill. New skills are created in seconds.
Circular Routing – A method in which contacts are routed to the agents in sequence. In other words, the first agent receives a contact, then the next, etc.
Terminal Routing – A method in which contacts are routed always starting with the agents at the top of the list. This type of routing can be used as a substitute to skills-based routing, since the more highly skilled agents can be placed at the top of the queue and always receive the contact first.
Longest Idle Routing – A method of routing contacts to agents in which the agent that has been idle for the longest period of time receives the next contact (regardless of his or her place in the agent queue).
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Interactive Voice Response (IVR) - Provides robust recorded announcement features, attention retainers, music on hold and the ability to retrieve information based on CLI, DNIS or tones entered by the customer through the telephone handset. Several pre-defined melodies are included with the system. Customized recordings of music on-hold can be implemented. Attention Retainer messages, in the form of recorded announcements and/or music on hold, can be customized by DNIS. This allows companies to customize the prompts, messages, and music played for each Telephone Number that a customer uses.
A powerful call script generator provides point-and-click IVR and call flow design functionality, enabling contact centre managers to create a complete IVR and call flow easily, sometimes within an hour. Through its various object-oriented, branch logic commands the IVR provides functionality ranging from simple pre-recorded messages to complex flows that minimize the need for direct agent contact.
The IVR contains many pre-defined messages and speech concatenation facilities (number, dates, currency etc.) that can be played by functions executed through the IVR script. In addition, supervisors can easily create new prompts and messages tailored to the needs of the particular service. The powerful IVR scripting tool provides the ability to script, test, debug, & deploy multiple data retrieval functions including SQL queries and stored procedures which in turn drive screen-pop data to the agent desktop. The scripting tool is an extremely powerful Graphical User Interface (GUI) based IVR development environment, providing unparalleled scripting capability, visibility and flexibility. This allows unprecedented intelligent call flow configuration and service creation.
Any data that is available can be passed by the IVR. Each call being processed by the IVR is given access its own Call Data structure. Call Data structures are set-up and configured by the customer through the use of the IVR administration software. The IVR administration tool provides an easy to use graphical user interface that enables simple and easy set-up, maintenance, monitoring and reporting of the system. The Call Data structure can be populated automatically with such data as DNIS, CLI, etc., and in addition the IVR script can populate any data that it collects into this structure. The Call Data structure follows the call so that upon transfer to an agent this data will be available. The Call Data structure is made available to the agent through the use of an API that is used to integrate with customer applications. In addition, IVR applications can access external applications by ODBC, .exe or .dll. Moreover, the IVR and Voice Recognition functions can operate in either mode, in front or be hind the ACD/IP-PBX.
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Speech Recognition/Speech to text - A caller can use speech recognition to speak a response to a prompt from the IVR system. This response takes the place of having the caller enter digits from the telephone keypad when entering information. Note: The IVR is not a speech recognition engine itself, but it provides the functionality to access a Speech Recognition System (separately available).
Voice Mail - Allow your customers to leave a recorded message during long queue times and after hours. This application can also be used as personal mail for agents and supervisors.
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MX Digital’s Hosted Predictive Dialer, Hosted Progressive Dialer & Hosted Preview Dialers deliver every critical function needed to make your outbound services highly successful, including:
- Multiple hosted dialling options, including predictive, preview and power.
- Positive voice, fax, modem, pager and answering machine detection.
- Advanced pacing algorithm.
- Flexible campaign and call list management.
- Transfer speeds that enable compliance with government regulations.
Our Hosted Predictive Dialer, Hosted Progressive Dialer & Hosted Preview Dialers address the demands of managing proactive customer contact initiatives and high volume campaigns. Hosted Predictive dialling uses sophisticated algorithms to determine the optimal pacing for outbound calls. Key features include Do Not Ofcom regulations & DMA guidelines compliance, Call list management, external table dialling and dynamic filtering. Timed hosted preview dialling lets an agent preview an outbound call record before the systems automatically places the dial.
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Multichannel Recording and Quality Monitoring – review interactions between agents and customers. Recordings can be automated or initiated on demand by agents or supervisors, allowing them to: Record voice, chat and collaboration sessions
- Record by call, by agent or by entire campaign.
- Record every interaction, random samples, based on schedule or specific groups of agents.
- Assign classifications and comments to recording for easy retrieval.
- Review, archive and export recordings to other devices for long-term storage.
- Monitor and record the agent voice and screen interactions for quality monitor and performance assessment.
- Review and score agent recorded sessions for performance evaluations.
- Manage recordings centrally, regardless of where they were made in the enterprise.
- Reduce costs and complexity with a unified platform.
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Email Management - Allow your agents to address customer email inquiries with a personalized response. The technology provides responses that can be sent directly to the customer via auto-response or delivered as suggested responses to agents for review prior to sending. To protect and enhance your current technology, Email Management is designed to integrate seamlessly with your existing IMAP 4 post office and supports Microsoft Outlook.
Your agents can expedite the email creation process and proactively target customers by using additional features, including:
- Auto acknowledgement.
- Greetings.
- Signatures.
- Email templates and attachment capabilities.
- Distribution lists and email campaigns.
Knowledge Base - A powerful and intelligent set of questions and answers that is used to expedite the email response process. Through the use of a Knowledge Base, companies can ensure that the answers provided are rapid, accurate and consistent.
Outbound Email Campaigns - Hosted call centre supervisors can define multiple outbound email campaigns, including definition of distribution lists, schedules, emails, attachments, and signatures. Distribution lists can be created manually, can be imported from or exported to external files, or Email Management can dynamically build outbound distribution lists from the Email addresses received by Inbound AMD Queues. Schedules are defined daily, weekly, monthly, or on time intervals that the campaign is active. The Email, attachment and signatures are the customer-defined packages that the outbound Email campaign will send.
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Web Call Back - Allows customers who utilize Web Chat to click a "call-me" button on the browser and engage in a voice conversation with your agent. The agent can have a voice interaction simultaneously and continue the chat and collaboration session with the customer.
Web Chat - Facilitates real-time interaction between your agents and customers via text messaging. Agents can automatically retrieve information from a knowledge base to quickly respond to customer inquiries. Secure Socket Layer (SSL) support ensures privacy and security of the interaction between the agent and the customer.
Web Collaboration - Synchronizes agent and customer browsers in a collaborative environment, enabling shared navigation. Web collaboration is browser-independent and does not require the customer to install additional software.
Web Call Me - Allows customers who utilize Web Chat to click a “call-me” button on the browser and engage in a voice conversation with your agent. The agent can have a voice interaction simultaneously and continue the chat and collaboration session with the customer.
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SMS (Short Message Service) Text Messaging - SMS sets a new standard in performance and reliability for sending SMS text messages from your PC or your web browser. It can be used for communication with your sales team, engineers on the road or your customers and prospects. It can be used in mission-critical applications such as breakdown alerts, job scheduling or order acknowledgements.
SMS to Email - SMS also provides facilities for sending and receiving text messages by email. This means that you can archive text messages along with normal emails to create a consolidated archive of all messaging. It works along with the web based control panel so a single pool of credits can be used for both. And remember wherever in the world you are you can send and receive text messages provided you have access to email.
Email to SMS - You can send a text message to any mobile phone from within any email client. This will be received immediately as a text message by the phone specified.
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Customer Relationship Management (CRM) - CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance. Today's organizations must manage customer interactions across multiple communications channels - including the Web, hosted call centres, field sales, and dealers or partner networks. Many organizations also have multiple lines of business with many overlapping customers. The challenge is to make it easy for customers to do business with the organization any way they want - at any time, through any channel, in any language or currency - and to make customers feel that they are dealing with a single, unified organization that recognizes them at every touchpoint.
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Browser Based Scripting - A browser-based scripting solution harnesses the power and simplicity of browser technology to deliver robust, platform independent agent screens and scripts. The software links front-line agents with back-office customer information systems, enabling agents to quickly and seamlessly access data to execute successful customer contacts.
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Workforce Management - A workforce management solution that helps you accurately forecast contact volumes and staffing requirements, track contact statistics throughout the day, compare them with projections, and make quick adjustments as necessary and schedule your staff according to business rules, agent preferences, or both.
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Wallboard Messaging Systems - By partnering
with Texas Digital Systems inc. and utilising the Quickcom
Messaging System, we can provide a complete solution
for ACD information and alert message display in Hosted Call
Centres, Help Desks and Command Centres. The Quickcom
Messaging system provides real-time information in the
call centre by utilising LED wallboards, User workstations,
Plasma screens or contribution to company Internet/intranet
Web pages.
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Voice over IP - Offers you the flexibility to take advantage of VoIP in your contact centre strategy. You can connect to remote agents or between multiple sites over Hosted IP-PBX. Put your technology in one place and your agents in another. Use VoIP in combination with traditional telephony or on its own. EnsemblePro enables you to benefit from new technologies at your own pace.
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