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OnC@ll ACD
Customer Service ... Anywhere!
OnC@ll is a distributed call center application for voice
and IP environments, and was developed to help leverage different
skill sets and locations into more efficient customer service.
OnC@ll works from any global location. It is ideal for distributed
agents and supervisors with its fully integrated web interface.
Its non-proprietary, platform-independent software is unlike
the multi-server hardware systems from proprietary vendors.
OnC@ll's unified interaction control interface enables agents
and remote agents to manage calls and interactions from the
desktop, and get more done in less time.
OnC@ll provides all the tools needed to make your business
run smoothly:
• The manageability and control of information to provide
supervisors and managers with real-time decision support.
• The capability to add new services such as IVR, call
recording or CRM integration that greatly enhances customer
satisfaction.
Improve your contact center operations with real-time quality
monitoring, performance management tools, system and agent
reporting, interaction tracking, multi-site routing, and plenty
of integration options.
[click screenshot to enlarge]
[click screenshot to enlarge]
| Key Benefits: |
OnC@ll is 100% compatible with the world's top PBX telephone
systems such as Avaya, Nortel, NEC, Siemens Rolm, etc.
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You can add additional applications to on OnC@ll such
as IVR and call recording and run them on the same server
which greatly reduces your upfront investment. |
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You get IVR capability right out of the gate and we've
added recording features that let you monitor agents and
archive calls. |
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The OnC@ll interface requires no technical knowledge (just
familiarity with using a web browser is all that is needed)
for users to launch and control calls, and much more. |
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24/7 operability |
| Reporting Features: |
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Agent Reporting: track the number of
calls and minutes used online by each agent. Ideal for
salary reconciliation. |
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Call Detail Records: to track online
usage for billing purposes. |
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Client Usage: track the origin of calls
and associating accounts. |
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Custom Reports: to detail required or
specific information. |
| Key Features: |
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Automatic Call Routing to Queues using the Dialed Number
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Integration with all major PBX platforms (Nortel Meridian
& Norstar, Mitel, NEC, -..Avaya
DEFINITY, Siemens Rolm, Hicom) |
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Agent Reporting - track the number of calls and minutes
used online by each agent. -..Ideal
for salary reconciliation. |
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Inbound and Outbound Call Detail Records - to track online
usage for billing -..purposes.
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Call recovery for calls sent to logged in agents who have
left their desk |
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Agent log-in to multiple queues |
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Routes inbound calls up to a maximum of 300 customer support
representatives. |
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Integrated IVR environment (Configurable
CCP-IVR) allows unparalled cababilities. -..Allowing
you to customize or add any feature you would require
including Agent -..screen
pop. |
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Compatible to all major operating systems |
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CRM platform independent |
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100% Network Compliant |
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T1, ISDN, E1 or Analog lines |
[click screenshot to enlarge]
Besides the obvious advantage of minimal overhead, distributed
agent solutions offer the greatest flexibility for expanding
operations. Geographic flexibility and convenience make it
easier for you to provide extended and 24-hour coverage. In
addition, because there are no location restrictions, you
can recruit the most qualified, motivated people, regardless
of where they live.
Wherever your CSR are located, they are brought together
for callers by an automatic call distribution system (ACD)
that routes calls and provides real-time management information
on call center operations.
OnC@ll
- An advantage for your business!
Feel free to fill out our Information
Request Form
for more information on how
Simplified Telephony Solutions can benefit you business.
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