CALL CENTER FEATURES
1. Automatic Call Distributor (ACD)
The ACD handles the incoming calls by distributing them to appropriate agents, and finding agents and trunk lines for outgoing calls. The basic advantage of using an ACD is multiplexing. Both incoming and outgoing calls are handled by the ACD, and the calls are scheduled so that the PSTN lines and the agents are used as efficiently as possible.
a) Skill Based Routing :
Skill based routing means that the agent required for handling a call is selected on the basis of the skill level of the agent and the caller's requirement. The key benefits due to that are:
*Better capacity utilization of agents - Agents can have ability to handle different types of calls, which means that agents do not have to be dedicated for handling certain types of calls, thus the can be handled by any free agent with the requisite skills.
*Uniform Service Levels - The caller always gets an agent who is skilled enough to meet his requirement.
*Reduced Agent Fatigue - Work is more interesting as the agent gets to handle.
b) Multistage Call Handling :
The call progresses through various stages in the call handling process. The call parameters can be varied during the different stages to increases the chances of the call getting through to an agent.
c) Queue Priority :
The call can be assigned a priority level in the queue, so that important calls will be handled faster. The priority can also be changed during the time the call is in the queue, so that calls that have been in the queue for a long time can be expedited.
d) ANI based Parameters:
The ACD can make changes to the treatment for a particular call based on rules provided for that particular number. These include black listing (dropping a call), increasing priority level, transferring to a particular agent or agent group (s) or even changing to a different service.
e) Time Specific Parameters:
The call can get different treatment depending on the time of the call and the day. Thus differing levels of service can be offerd to the caller at different times, allowing the CC managers to optimize agent resource utilization.
f) Announcements :
The ACD provides for different announcements depending on the service being offered, and the stage the call is in. These announcements can be changed easily, allowing the user to customize greetings and announcements.
2. Call Blending
The incoming and outgoing calls are blended to allow for maximum utilization of agens and the PSTN links.
3. Conferencing
The system allows up to eight party conferences to be set up. The parties in the conference can be multiple external callers and/or multiple agents or supervisors.
4. Interactive Voice Response (IVR) fax on Demand (FoD)
These allow routing information dissemination using fax or prerecorded voice messages, which reduces the time spent by the agent in providing unnecessary details, thus increasing his efficiency and reducing fatigue.
5. Soft Phone
The call control is from the agent desktop, rather than a physical telephone device. Voice is fed through a headset to the agent. The advantage of the soft phone are reduced agent fatigue, more powerful features compared to an ordinary telephone and ability to provide feedback to the agent regarding the call.
6. Predictive Dialer
The predictive dialer automatically picks up the phone numbers from a database, and establishes calls, thus freeing agents of this task. This saves the agent's time, and reduces fatigue arising out of doing the routing activity. The dialer attempts to make a call when there are eligible agents free, or likely to be free by the time and the call is established thus increasing utilization of agents.
7. Supervisory Features
The CC has a rich set of supervisory features, allowing for easy monitoring of agent and call center performance, and facilitating agent training. The supervisor has facilities for listening to any agents conversation (Eavesdropping), breaking into the conversation without the calling party being able to find out (Coaching) and having a conference with the calling party and the agent (Barging). There are also extensive online reports to help the supervisor trace performance and take corrective action quickly.
8. Connectivity To Digital links with level DID
The call center can connect to E-1 digital links provided by the PSTN, using Dialogic interface Circuitry. The use of these E-1 links allows the call center to get information about the calling and called numbers from the PSTN Exchange. The benefits arising out of this feature are:
* Maximizing Telephony Resource Utilization- The PSTN lines and the interface cards connected to the CC can be utilized better as the DID allows different services to have different numbers, but still form part of the same trunk group. Thus trunk groups do not have to be dedicated for particular services and hence clubbing different services allows leveling of call volumes. The peak volume requirement in such an arrangement is far lower than a system with trunk groups dedicated for each service.
* Numbering Scheme Allocation of different numbers to different campaigns-The call center can have spare numbers by taking extra DID level numbers from the PSTN service provider. Thus for a new campaign , the CC manager can allocate a new number, rather than taking one used for a previous campaign.
9. POP UP
The call is presented to an agent through a Pop up screen, which provides some the details relating to the call to the agent on the screen, thus saving the callers and agents time and also helping provide a better level of service.
10. Management Information System
The Paragon provides extensive reporting capabilities. Detailed system statistics are captured and processed in different format giving:
*Online Status Information - This informs of the call center managers about the current status of the call center allowing them to do trouble shooting and resource management.
*Trend Reports - Trend reports give the details of the operations for the last hour and for the current day allowing forecasting for the next hour, so that resource deployment can be planned.
*Standard Historical Reports - These provide information about the long-term operation of the call center and can be used to fine-tune the call center parameters to optimize performance. They can be used to tack system performance, service performance and agent performance and take corrective action including agent training and planning for capacity.
* Well Documented Open Database for User Configured Reports - Any additional reports required by the user can be easily generated by using standard report writing tools like Crystal Reports.
11. Application Development and Integration Through API's
The Paragon Call Center provides easy Applications development by using a rich set of well-documented Application Programming Interfaces ( API):
*Agent Call Control API - The entire call control functionality is exposed through this API, allowing the call control to be embedded into the user application screen, thus providing a single screen to the agent.
*Service Writers API - Allows complete flexibility in configuring services that may be required in the call center.
*System Administration API-This API provides the ability to add to the existing set of systems administration features to provide additional security and data access control.
12. Voice Messaging
Voice messaging allows callers to leave messages in case no agent is available to handle a call. This feature has two major benefits, firstly ensuring that no call is lost and secondly by allowing capacity levelling, as messaging can be used to handle overflow demand.
13. Voice Logging
Voice logging allows recording of conversations. This helps in monitoring and training agents and also for providing proof of transactions.
Voice on Internet Protocol (VOIP)
Voice will be carried as Internet Protocol Packets instead of analog signals on copper loop. This will enable two things:
* Remote Agent
Agents could be physically located anywhere in the world as long as they are connected on the LAN dramatically reducing costs, increasing agent flexibility and allowing agents to be distributed across time zones for providing seamless 24 hour service to customers.
* Web Integration
Customers browsing websites would be able to interact with agents through links on the site itself, allowing a dramatically user friendly interface for customers.