TeleVantage CallCenter

Overview TeleVantage Features Comprehensive call centre solution for a traditional PBX or a complete call centre telephone & ACD system. The TeleVantage 'CallCenter' gives you the flexible, powerful tools to maximize sales revenues and enhance customer service and the system can be configured as an adjunct 'CallCenter' solution to a traditional PBX or installed as a complete call centre telephone system. Whether your agents are taking orders or helping customers, your call centre performance is critical to your reputation and is often the most important factor in achieving your growth and profitability goals.

At the heart of the TeleVantage 'CallCenter' are queues, which are easily configured to your specifications using the TeleVantage Administrator's point and click interface. Within each queue you can choose how calls are distributed to agents, customize your callers' hold experience, play single or repeating messages, prompt callers to enter data, configure call priority, set up automatic call recording, and manage all other call handling settings.

To keep improving your call centre performance and profitability, supervisors need to be able to analyze call handling data. The TeleVantage 'CallCenter' provides several ways to monitor agent and queue performance in real time, and compare it against past performance as you watch. For more detailed analysis, the 'Reporter' feature can run over a dozen types of graphical reports, and further analyze the results using Microsoft^® Excel.

TeleVantage 'CallCenter' gives you all the tools you need to measure your call centre's success.

Single-point access to create and manage queues
The TeleVantage Administrator provides a single unified interface to manage all aspects of call centre queues. Point and click to add and delete agents, set up and change supervisor permissions, record hold prompts, change queue routing, manage the queue's voice mail, take the queue offline, and more. You can manage agents efficiently by changing permissions for groups of agents at once, or set permissions and settings such as wrap-up time for individual agents as needed. Sophisticated and flexible routing helps callers reach the queue and quickly connect to the right agent for the job.

You can make a queue accessible by an extension, DDI, auto attendant, or dial-by-name directory. Even send callers to a queue in another branch office or city using the built-in IP Gateway support. Once calls reach the queue, you have full control over how they're distributed to agents. Send calls to the agent who has handled the fewest calls, the agent who has been idle the longest, the agent with the shortest talk time, or your best agents first. Other options include ringing all agents' phones simultaneously and round robin. Give important callers higher priority so that they move closer to the head of the queue and reach an agent sooner. You can even treat certain callers differently based on time of day or who is calling.

Enhanced on-hold experience
Customers start to form opinions about the quality of a company before they even speak to an agent. With the TeleVantage 'CallCenter', you can delight your customers by playing personalized prompts to identified VIPs or to those who enter a customer number. Flexible prompts can change over time as callers wait, relating to how many calls are ahead of them in the queue, what the estimated wait time is, or any other custom message you record. Each queue can have its own welcome message and phone lines can be freed by allowing callers to press a key to stop waiting and either leave a voice mail message with call back number, or transfer to an Operator, auto attendant or a different queue.

Heavy call volume overflow agents
Calls can automatically be sent to special overflow agents during peak call hours to reduce queue hold times. Overflow agents do not receive any queue calls until the caller's hold time exceeds a configurable threshold, freeing them for other tasks until they're needed. You can create as many "overflow agent tiers" as you want; each tier of agents remains undisturbed unless all agents on lower tiers are busy.

Agent empowerment
The TeleVantage 'CallCenter' gives agents the tools they need to handle incoming calls using only the phone or for agents with a Pc they can use the powerful TeleVantage Client call-handling software. Visual indicators and audio prompts lets agents distinguish calls from different queues and also allows them to change their personal status to begin or end their shift, take a break, or indicate that they are in a meeting or working from home.

Agents with the proper permission can sign in and out of different queues as needed and supervisors can define how much "wrap up time" an agent gets after completing a call. With the graphical Call Monitor, agents can point and click to grab a waiting call, see if a supervisor or other expert is available, and then conference or transfer the call as needed. Your agents do not have to be on-site to be productive and with the proper permission, remote agents can have their calls forwarded to their home number, mobile phone or other location. Even take their calls via the Internet using VoIP and manage the calls using an IP phone or Microsoft NetMeeting.

Caller identification & CRM integration
Agents can be prepared with caller details before they answer the call. A queue can prompt callers to enter account numbers or issue numbers, then display the information to the agent on-screen. If an agent enters notes on a call and later transfers it, the notes follow the call to help the receiving agent get up to speed quickly, and are automatically saved to the Call Log for a built-in record. Screen pops of identified callers can be accessed by using the built-in contact database and if you use a contact manager such as Outlook^®, Act!^®, GoldMine^®, or FrontOffice™, the TeleVantage 'CallCenter' can open the contact manager's matching customer record whenever the contact calls.

Agent Coaching
The TeleVantage 'CallCenter' lets supervisors discreetly give each agent the guidance and training he or she needs. A supervisor can listen in on an agent's call, and choose whether or not the agent is aware of the monitoring. Supervisors can also coach an agent, so that the agent can hear the supervisor, while the customer can not. If required, a supervisor can even join the call and talk to the customer and agent in a conference.

Call Recording Integrated call recording features allow supervisors to review the quality of agent conversations at any time. Record a sample of queue calls, or configure call recording for particular agents. When needed, agents can also record calls on demand to provide documentation on difficult situations. At the conclusion of each call, recordings are delivered immediately to any voice mailbox or email address.

Outbound Call tracking & account code handling
If your call centre needs to track outbound calling, the TeleVantage 'CallCenter' enables agents to indicate if their call should be tracked as a queue or personal call so you can later run reports on outbound queue calls using the 'CallCenter' Reporter. You can also use account codes to track calls by company or project for accounting purposes. Agents can be prompted to enter account codes whenever they place a call and TeleVantage can optionally verify them against an approved account code list.

Get real-time queue statistics anywhere
Supervisors can monitor call queueing performance and agent productivity using the TeleVantage CallCenter's Queue Monitor, which displays agent and queue statistics as they unfold in real time. To promote a competitive team environment, you can give agents access to the Queue Monitor so they can all see how the queue and fellow agents are performing.

View at a glance how many calls are currently waiting or being handled, and how many agents are available to take calls. See how many calls were sent to voice mail or abandoned, and the average and longest hold times by day, period and shift. Know how many calls each agent answered or placed, and the average and longest talk time. Set visual and audible alarms based on custom thresholds, or see queue statistics across a room with optional wallboard and alarm support. For remote monitoring, you can dial into the office and enter a code to hear TeleVantage read real-time queue statistics.

Customers or advertising campaign tracking
By using custom TeleVantage contacts with PIN numbers, you can identify incoming calls generated by advertising campaigns or identify VIP customers even without caller ID. Handle these calls differently using TeleVantage call rules, and track them using the Call Volume by Identified Caller report.

Powerful and intuitive voice mail
Your queue's voice mailbox functions just like your personal voice mailbox and you can manage the queue's voice messages from the phone, graphical Client, or have your messages sent to any email address. Define which agents have permission to access the queue's voice mail, ensuring that caller's messages are attended to by the appropriate agents as soon as possible. Organize the messages into different folders as needed, and attach written notes to summarize the message or indicate which agent is calling them back.

TeleVantage 'CallCenter' Features include:

Point and click administration Queues View provides single-point access Click to take a queue off-line and send calls to voice mail Automated scheduling of queue hours Flexible task-oriented permissions by agent Change permissions for several agents at once Access queue by extension, DDI number, auto attendant, and dial-by-name Forced or optional account codes, with or without verification Extendable via add-ons and open APIs Advanced call distribution Best agents first Round robin Longest idle agent Agent with the fewest calls Agent with the least talk time All agents simultaneously Multiple overflow agent tiers for high volume times Priority call handling Set caller priority to automatically bump important callers up in the queue Agents can manually take waiting VIP callers out of queue as needed Professional hold experience Unique welcome prompts per queue Custom prompts for caller to enter data Unique hold music per queue Repeating or changing hold prompts Variable-driven hold prompts based on caller data entry, auto attendant choices, or external IVR Plug-in applications Expected wait time hold prompt Caller position in queue hold prompt Queue bail out options to leave voicemail or transfer out of queue Powerful agent capabilities Personal status to indicate availability (available, unavailable, break, in a meeting, out of office, etc.) Handle calls by phone or graphical Client Sign in or out of multiple queues Verbal announcements and Call Monitor tabs indicate calls from different queues Wrap-up time after each call, agent can terminate early Optionally put agents on break if they miss calls Track outbound queue calls differently from outbound personal calls Remote agent support Use VoIP to take queue calls, using an IP phone or NetMeeting Essential supervisor privileges Monitor agent calls Coach an agent without being heard by the caller Join an agent's call View agents' current status Monitor real-time queue and agent statistics by day, period and shift Change an agent's personal status Sign agents in or out of queues Full-featured voice mail Visual voice mail display with caller name Click to reply, forward, or call back a message Screen messages as they are being left Pull callers out of voice mail Callers can specify callback number E-mail/pager notification of new messages Voice mail delivered to unified e-mail inbox Remote access via phone or Web browser Attach notes to messages Comprehensive reporting Agent performance trends Agent performance trends by queue Average wait time and call volume by time of day Call volume by identified caller Cumulative call and average talk time by agent Specific custom data variable Inbound call outcome trends Inbound call volume trends Outbound call trends Queue comparison Service level Trunk performance Call Volume by Account Code Account code

Telephone features include:

Complete software-based phone system Full PBX functionality RAID drives and UPS support All trunk types supported (Analog, BRI, T-1, E-1, ISDN PRI/CAS, Internet) Expandable to 192 trunks, 480 stations Analog, digital, IP phones Built-in IVR Toolkit Multiple music on hold sources Powerful call control Voice guided multi-lingual telephone interface Easy Windows-based desktop interface Cross-platform web browser interface Screen calls with PC or phone Visual multi-line call handling Caller ID display on PC or CLASS phones Drag-and-drop transfers and conferences One- click conference on call waiting High density (up to 60 party) conference calls Grab and hold ringing calls Park/unpark calls Ringback for calls left on hold or parked Pick up calls within workgroup or company Extensions pane with user "on phone" status Personal Call Log with notes Customizable ring patterns for call types Automated call handling by personal status Do Not Disturb, Out of the Office and other custom statuses Intercom and paging through phones Hot line automatic off hook calling Integrated contact management Company, workgroup and personal contacts Contact identification w/o requiring caller ID One-click dialing Use existing contact databases Custom shareable contact folders Custom call routing and greetings by contact Screen-pops for contact calls Change language based on contact Predefine account codes per contact Act!, Outlook, Goldmine, FrontOffice support "Follow-me" call forwarding Easily route calls to multiple internal or external locations One-key forwarding to where you are Forward calls differently by caller or personal status Screen forwarded calls using verbal prompts Password-protect forwarded calls Multi-level auto attendants Automated or receptionist answering Extension dialing or DDI Dial-by-name directory Schedulable greetings and routing for holidays and off-hours Record or import greetings and menu prompts Caller choices can deliver custom data to agent screen pops or change language (e.g. Spanish) Timeout routing to any extension or attendant Auto fax detection and routing Internet ready Easy-to-use Internet trunks and dialing services Standard H.323 VoIP support IP Gateways tie distant Servers together Call local numbers from remote servers Microsoft NetMeeting "Click to call" support H.323 Phone support Remote access Complete visual access via Web browser Phone login for voicemail and account setup Remote call screening Change greeting, forwarding and personal status from any phone Extendable, open, standards-based Easy software-only upgrades MAPI and SMTP e-mail support TAPI service provider support SMDR interface support SQL Server database COM-based SDK for custom add-ons and IVR development