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eQualiseMCS Multimedia Contact Centre

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eQualiseMCS Flexible Multi Media Contact Centre Solution

•	Enhances existing pbx with advanced contact centre features
•	Voice, email and fax multi media convergence
•	Inbound, outbound or blended operation
•	ACD, skills routing, database enabled IVR, predictive dialling and CRM support

eQualise

- Seamless, effective customer communication

eQualise is designed to provide an enterprise communication solution for companies that do business by phone and who require employees to focus on customer contact.

During peak periods agents can receive a barrage of calls and customers struggle to get through. At these times it is a difficult task to balance resources and demand while still maintain customer satisfaction - eQualise is the solution, with the ability to queue calls, intelligently routed to the correct agent and enabling you to manage the available resources - maintaining a good relationship with your customer was never easier.

eQualise comes with a rich set of Contact Centre features. These include skills-based call distribution, customer database enabled IVR queries, soft phone telephony with preview dialling for outbound calls and real time as well as historical statistics.
The product design is based on an open and scalable MS Windows and Intel Dialogic architecture. eQualise will help you manage productivity, efficiency and ensure your customers needs are met

Suitable for a variety of Call Centre structures
An eQualise system can be as simple or as intelligent as you need it to be and can be configured for a inbound, outbound or blended structure.. All your communication problems can be unified and solved, simply by deploying the right mixture of eQualise modules - You can start with a purly inbound capability and add modules later to provide outbound functionality. eQualise provides the technology - so you can concentrate on running the business.

Inbound call centres

eQualise is the perfect solution for managing your inbound contact centre. Calls are intelligently and reliably routed to agents. Let your business drive your telephony and IT needs, eQualise will seamlessly integrate into your existing infrastructure.

Outbound call centres

The eQualise predictive and power dialers are efficient engines to maximise your customer contact. eQualise has the interface for screen pops with contact details, so agents receive contact details before they make contact on the phone.

Blended call centres

Inbound and outbound campaigns can be blended, so the same group of agents can make and receive business related calls.

Integrates with existing PBX and handsets
With eQualise you can retain your existing telephone system. There is no need for new handsets, eQualise simply communicates with the existing telephone system and routes calls to existing extensions. Agents can retain their phones and extensions as any extension can be configured to be part of the call centre.

Scalable platform

The eQualise platform is a fully configurable, scalable set of software modules. The solution can be deployed across your company LAN and adapted as you grow. eQualise is Microsoft Windows XP Pro / 2000 Pro / 2000 Server / 2003 Server compatible.

ACD package

Manage your call centre peak times effectively - All Call centres have busy periods and the eQualise ACD package, will help you cope with high call volume by queuing callers. While they are in the queue they can be played reassurance messages, queue position and even expected waiting time. eQualise can confirm the callers details before they speak to an agent. The ACD package supports multiple queues, so your call centre can support multiple inbound numbers and multiple groups of agents. This means you can for example consolidate the IT Helpdesk and HR helpdesk into one, more manageable, unified package.

Integrated Voice Response

The eQualise IVR package is highly configurable to your precise operational needs, helping you to effortlessly manage client interactions and intelligently route calls.

To make sure your customers have a satisfying experience, the eQualise IVR can collect vital call and customer data, thereby ensuring that your agents are well informed before speaking to the caller.

Integrated Voicemail

It is difficult at peak times to be able to engage every caller and for this reason the eQualise has integrated voicemail. This means you don't lose callers, they can choose or be prompted to leave a message and an agent can contact them during a quieter, more convenient period.

Voice, email and fax convergence

If your contact centre deals with voice calls, email and fax on a daily basis all your media channels can be converged with eQualise. The ACD supports multimedia convergence of Voice, Email and fax interactions. This means agents can seamlessly handle voice, email and fax with a single tool, enabling them to put more emphasis on the customer, rather then needlessly worrying about the technology.

Predictive Dialling

The optional eQualise dialler will enable you to streamline your call center, by improving the time between calls, thereby maximising agent efficiency. This is an extremely powerful tool that could result in a 200% to 300% increase in efficiency over that of a conventional single-call outbound call centre. eQualise predictive dialler is a fully configurable, affordable addition to the eQualise solution.

M

anagement reports

Management feedback on call handling is essential to ensure that your organisation is providing the best possible service to your customers. eQualise comes with a comprehensive reporting tool, so managers can view a multitude of reports. These include reports on specific agents, groups of agents, inbound queues, outbound campaigns and dropped or lost calls.

Wallboards

Wallboards are an essential facet of call centre management. Important logistical decisions can be made with the information displayed. The eQualise wallboards display relevant, real-time call centre statistics, which are an invaluable tool for Supervisors and managers. The early warning that the call level has increased, with callers queuing, enables you to allocate more resources in good time to meet the demand.

Agent wallboards

Agents can view soft wallboards on their workstation with the following data:

•	Number of calls in the queue
•	Queue length
•	Estimated waiting time
•	Total calls for the day
•	Total calls answered
•	Number of lost/abandoned calls
•	Number of agents that are busy/ready/not ready/in wrap up

Call centre wallboards

With the eQualise wallboard, call centre activity can be summarised at glance. The wallboard is displayed on a plasma screen, and is a simple, easy to read graphical representation of the current call centre activity.

Supervisors

A supervisor's priority is to manage their resources and balance them with the demands. eQualise has a complete software tool that achieves that aim. The eQualise supervisor tool displays a consolidated real-time view of the call centre. Supervisors can view their agent's current status, change their status if necessary and even view relevant statistics for all the call centre queues.

Maintain customer satisfaction

By seamlessly integrating with your existing telephony system, eQualise efficiently and intelligently routes calls in your call centre. Combining all of this technology with the comprehensive eQualise IVR package ensures that customers arrive at an agent who can resolve their query. Customers spend less time being transferred around and more time resolving their query with qualified personnel.

eQualise Features -- Click for Feature List Comparison
	Supports inbound, outbound and blended campaigns
	Multiple Queue ACD with skills based routing
	Comprehensive IVR capabilities
	Integrated voicemail on the IVR platform
	Agent Softphone with full call control, CLI and speed dial
	Predictive and Power dialler functionality
	Scalable, modular design (can be spread across a network)
	Makes use of PABX CTI for full call control
	Supports multiple CRM's
	Bundled with a simple IVR programming tool
	Open interface and Database for developers
eQualise Capabilities
	Inbound helpdesk with queuing, reassurance messages, queue position, expected waiting time and the ability to leave voicemail
	Outbound telesales with predictive dialler
	Blended Inbound/Outbound campaigns
	Inbound helpdesk with multiple groups e.g. Sales, Marketing and Technical helpdesks all using eQualise, but remaining distinctly separate
	Call queueing/Auto attendant system
	Integrated or Standalone voicemail system
eQualise Benefits
	Manage peak times with the eQualise ACD
	Ensure callers arrive at the correct agent
	Keep your existing telephone system
	Play reassurance messages, queue position and expected waiting time to your callers
	Identify your caller before you speak to them
	Balance your call centre resources and demands

For further information, please contact Sales:
Tel: 01932 710710 | Fax: 01932 710711 | Email:
or use the Enquiry Form