System Solutions

Call Center Solution

Call Center Solution

Our call center solution is a combination of CRM, Private Branch Exchange (BPX), Voice over Internet Protocol (VoIP) and Interactive Voice Response (IVRS). Each module handles different needs and requirements. They all play an indispensable role in the all-rounded system.

CRM

By adopting our CRM solution, together with hardware of our customizable voice gateway, all tasks for all users will be handled smoothly and effectively by our professional system architecture.

Our CRM system integrates with voice gateway to provide excellent platform for uses in your business. A single environment to monitor and manage a huge number of staff is the best solution.

Voice Gateway

PBX

Overview

Private Branch Exchange (PBX) makes connections among the internal telephones of a private organization - usually a business - and also connects them to the Public Switched Telephone Network (PSTN) via trunk lines. Because they incorporate telephones, fax machines, modems, and more, the general term "extension" is used to refer to any end point on the branch.

PBXs are differentiated from "key systems" in that users of key systems manually select their own outgoing lines, while PBXs select the outgoing line automatically.

One of the latest trends in PBX development is the VoIP PBX, also known as an IP-PBX or IPBX, which uses the Internet Protocol to carry calls. Most modern PBXs support VoIP. Also, ISDN offers features such as conference calling, call forwarding, and programmable caller ID.

Mobile PBX

A mobile PBX is a hosted PBX service that extends fixed-line PBX functionality to mobile devices such as cellular handsets, smartphones and PDA phones by provisioning them as extensions. Mobile PBX services also can include fixed-line phones. Mobile PBX systems are different from other hosted PBX systems that simply forward data or calls to mobile phones by allowing the mobile phone itself, through the use of buttons, keys and other input devices, to control PBX phone functions and to manage communications without having to call into the system first.

A mobile PBX may exploit the functionality available in smartphones to run custom applications to implement the PBX specific functionality.

In addition, a mobile PBX may create extension identifiers for each handset that allow to dial other cell phones in the PBX via their extension shortcut, instead of a PSTN number.

Voice over Internet Protocol (Voice over IP, VoIP) is a general term for a family of methodologies, communication protocols, and transmission technologies for delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet.

Internet telephony refers to communications services - voice, facsimile, and/or voice-messaging applications - that are transported via the Internet, rather than the PSTN.

Smartphones and Wi-Fi enabled mobile phones may have SIP clients built into the firmware or available as an application download. Such clients operate independently of the mobile telephone phone network and use either the cellular data connection or WiFi to make and receive phone calls./p>

An IP PBX phone system streamlines the way a business communicates internally as well as externally in two primary ways. First, an IP PBX is telephone switching equipment residing within the organization rather than the telephone company. Second, calls are transmitted via a data network instead of the traditional PSTN (public switched telephone network) and configuration is done using a PC browser. This means that all connections and extensions are controlled and administered by the organization without having to depend on - or pay for - PBX vendor service.

Transitioning from a legacy PBX to an IP PBX business phone system is a straightforward process that can be handled in stages or all at once. An organization may decide to convert completely from a traditional platform to an IP platform in one episode to maximize the economy of toll-free calling, may expand the network to connect to a branch office or home office to accommodate growth or move an endpoint or node from one location to another. With an IP PBX system, adding, moving, and changing users and sites is smooth and hassle-free. Because the new telephone system is now based on a data network, it is extremely flexible and scalable and is very economical to operate and maintain both in the short and long terms. It also enables the integration of call management applications with telephony, providing a revolutionary improvement in the analysis of calling patterns and deployment of telephony resources.

We believe in an evolutionary rather than a revolutionary approach to IP telephony. Many organizations may not require a complete overhaul of their PBX systems, and can operate both traditional and new IP based systems side by side. Our products allow organizations to move over to IP PBX in stages and during the process to exploit the new merged voice-data network by installing applications that make operational and economic sense. Step-by-step migration ensures that needless costs are avoided and only productive application modules are integrated at each stage. Examples include: call routing and queuing; directed marketing messages; store service response; interactive voice response (IVR); connections to backend databases; and call management and other enterprise applications.

Benefits

Because of the bandwidth efficiency and low costs that VoIP technology can provide, businesses are gradually beginning to migrate from traditional copper-wire telephone systems to VoIP systems to reduce their monthly phone costs.

VoIP runs both voice and data communications over a single network, which can significantly reduce infrastructure costs.

The prices of extensions on VoIP are lower than for PBXs and key systems. VoIP switches run on commodity hardware, such as PCs or Linux systems. Rather than closed architectures, these devices rely on standard interfaces.

VoIP devices have simple, intuitive user interfaces, so users can often make simple system configuration changes.

Saving operation cost

VoIP can be a benefit for reducing communication and infrastructure costs.

Routing phone calls over existing data networks to avoid the need for separate voice and data networks.

Conference calling, IVR, call forwarding, automatic redial, and caller ID features that traditional telecommunication companies (telcos) normally charge extra for are available free of charge from VoIP implementations.

VoIP benefits are many. The top dog of all of the VoIP benefits is cost. All of the other VoIP benefits combined may not add up to the savings most consumers and companies alike experience when switching to VoIP. Those who switch to VoIP may expect savings of between 30 and 50-percent off of their traditional phone bills and sometimes more. This makes a big difference to those who have been disenchanted with the large phone companies and when it comes to large organizations, the savings can be in the millions.

Flexibility

VoIP can facilitate tasks and provide services that may be more difficult to implement using the PSTN.

The ability to transmit more than one telephone call over a single broadband connection.

Secure calls using standardized protocols (such as Secure Real-time Transport Protocol). Most of the difficulties of creating a secure telephone connection over traditional phone lines, such as digitizing and digital transmission, are already in place with VoIP. It is only necessary to encrypt and authenticate the existing data stream.

Location independence. Only a sufficiently fast and stable Internet connection is needed to get a connection from anywhere to a VoIP provider.

Integration with other services available over the Internet, including video conversation, message or data file exchange during the conversation, audio conferencing, managing address books, and passing information about whether other people are available to interested parties.

Better clarity

A few years ago, talking through VoIP was like talking through a tin can with a string attached to another tin can. Calls were distorted, lagging and many time dropped. Well, times have changed and with new VoIP technologies the call clarity is better than ever.

VoIP

Overview

Calls over a traditional phone network are actually made via fiber optic networks by digitizing your analog voice communications for sending across thousands of miles, but once it gets to the final destination (a home office phone, for instance), the signal is once again converted to analog. During these calls, several interconnected switches along the connected line remain open even while there is dead air and no conversation is taking place. The circuit is even open in both directions even when only one party is talking and the other is listening. This transmission method, called circuit switching, is very inefficient because it does not fully utilize the data transmission capacity of the dedicated line.

On the other hand, VoIP technology used over IP data networks works differently. Rather than circuit switching, data packet switching sends and receives small chucks of voice data, called a packet, only when you need it -- instead of in a constant stream. It also sends the data packets along whatever open Internet circuits that are available, which is much more efficient than using a dedicated line.

The VoIP circuit is used to capacity since VoIP packet switching shares network space with other Internet data, allowing the network to send and receive more calls than over a traditional telephony network. VoIP's packet-switched networks fit well into the data network infrastructure that is already in place because of the Internet.

The term, Voice over Internet Protocol (VoIP), refers to a collection of transmission technologies, which make voice communications possible over the Internet. It is also known as Internet telephony and helps the conversion of voice into a digital signal, that can be sent over the Internet. These signals are then compressed and translated to IP (Internet Protocol) packets for transmission. They are converted to a regular telephone signal, if the user is calling on a normal phone. VoIP gives the provision of making calls directly from a desktop computer and uses a special VoIP phone for the purpose. The services and benefits offered by Internet telephony feature the ones which are not available with a traditional phone. Here are some of the benefits of VoIP.

IP Telephony combines voice and data networks onto a single network, creating a more manageable, cost-efficient, and productive solution for business communications. Wireless VoIP also enables the user to make low cost calls from any place and also facilitates WiFi. These WiFi spots may include airports, cafeterias, hotels, and various other locations.

VoIP is a rapidly growing technology that uses a company's local area network (LAN) and the Internet for phone calls, instead of traditional phone lines. As a systems integrator (SI), you can save your clients money and gain services revenue as you help them deploy and maintain their VoIP systems. In this installment of our series on VoIP services, we'll take a look at the benefits of VoIP and how you can pitch VoIP to your customers. In later installments, we'll look more closely at some of VoIP's unique deployment concerns and how you can build your service provider business around VoIP.

Voice over Internet Protocol is sending a voice conversation over a corporate LAN/WAN and/or the Internet. The voice signal is split into separate data packets and these packets are then transmitted over a data network to the desired destination. The separate packets are reassembled at the receiving end and the digital information is converted back into a duplicate of the original voice signal. Most current VoIP implementations today are a hybrid of traditional and VoIP telephony.

Another key component in a VoIP network is the IP switch (Softswitch). The Softswitch coordinates call control functions, such as call setup, termination, routing and advanced features like conferencing. In some implementations the Softswitch function is contained within the Gateway.

The three basic types of recording in a traditional telephony environment (Trunk-Side, Station-Side and Random Sampling) are available choices in the VoIP call recording environment as well.

But the first decision to be made when looking at ways to record VoIP calls is whether a VoIP recording system is even actually needed.

If all the calls to be recorded are carried on traditional T-1's and internal calls are not required to be recorded, a trunk-side VoIP call recording method can be used. This would record all calls where they enter the center, including those directed to VoIP phones.

Recording in a VoIP system utilizes a commonly found feature of IP network switches called port mirroring. This feature provides the capability to copy data packets from one port on the switch to another destination on the network. In a Cisco environment this feature is called SPAN, which is short for Switched Port Analyzer.

Although this feature was originally intended to provide monitoring and diagnostic support in a network, it is very useful as a way to record VoIP conversations. Using this method, the switches in a network are configured to mirror data packets from VoIP phone ports to ports on a VoIP call recording system.

Benefits

Portability

Portability is also another feature of VoIP. With a VoIP hard-phone or a regular phone with a VoIP adapter, users can make calls from around the world from anyplace where there is high-speed Internet access. And these calls will be relatively cheap, too. In addition, wireless VoIP or wVoIP can take advantage of low cost calls from anywhere there is a WiFi hotspot around the globe. Typical spots may be airports, hotels, cafes and other locations.

By using a phone adaptor (ATA), the VoIP technology can travel anywhere where the user can connect to a broadband connection.

Advanced features

While the traditional phone companies charge for features like call waiting and caller ID, many VoIP service providers offer these as standard with their packages. Call forwarding, call blocking and voicemail are also offered as standard features by many VoIP service providers.

Saves money on moves, adds, and changes.

Telephone number is associated with an IP phone, not a location

Take phone with you when move offices - simply plug into VoIP-ready jack

Local control of numbers and features

Case can add and delete telephone numbers from IP phones and turn features on or off

User controlled features through Web or telephone interface for forwarding and speed dial lists

Connection to latest campus directory and other XML applications (Public Address system).

The IP phones can access the Case phone directory, allowing users to find the most up-to-date telephone numbers right on their phones

Users will be able to store a Personal Address Book and Fast Dial list, either using a Web interface or through manually entering information on the IP phone set.

The speakerphones can be used in emergencies as a Public Address system.

Cost Efficiency

The most important benefit of VoIP technology is its cost efficiency, which in turn adds to the savings of consumers and companies using it. Generally, it saves much (ie. around 30% to 50%) of the traditional phone bills, and sometimes more.

It may not sound as lucrative for individuals, but if large organizations are considered, the savings can be in the millions.

Flexibility

The Internet telephony enables the user to integrate computer applications like email, efax and web conferencing, with the telephone. It gives the provision of using the phone, while accessing all the other programs, and surfing the Internet at the same time. It is also possible for the users to take the VoIP adapters anywhere, and use their number at any place which offers an Internet connection. This feature is particularly helpful for those with active lifestyles and whose jobs require lot of travel. All such calls made this way are also relatively cheaper.

Improved Productivity

Installation of Internet telephony ensures improved productivity of an organization. As the technology is cost-efficient, the money thus saved can be utilized for various other purposes. VoIP technology treats services on the phone like any other kind of data, enabling the users to attach documents to voice messages, or participate in virtual meetings with the help of shared data and video conferencing. The clarity of voice over phone is also an added feature of the technology. Earlier, talking through VoIP phones often led to calls which were distorted, lagging and many a times, dropped. With the change in technology, the sound clarity is better than ever, and rarely the calls get dropped.

Simple and Scalable Infrastructure

The installation process for VoIP phones is very simple, and once done, high mobility of the system is an added advantage. The hassles of separate cabling for telephone systems can also be avoided by using this technology. The infrastructure of the whole system is very scalable and new components can be added easily without much difficulty. As the transfer of voice, which is converted into signals is based on software, rather than hardware, it is easier to alter and maintain the whole system. All these attributes make VoIP more popular, as one does not have to be very good at computers, in order to avail its facilities.

Savings on long-distance calls

By converting a caller's voice to data and transferring it over the Internet to a VoIP phone on the other end, companies with multiple sites can avoid traditional phone lines and the long-distance charges that come with them.

Integrate with other applications

For example, in call centers, the benefits of VoIP include integrating the phones to customer relationship management (CRM) applications or providing a "click here to talk to a representative" button on your client's Web page.

Connect with other communications media

A combination known as unified communications. For instance, some cell phones can work in a voice over wireless LAN (VoWLAN) mode, saving airtime minutes. You can also combine email and VoIP, so that users can access voicemail through their email clients. Each of those additional integrations is another potential project for you.

Save money to change employee desks

With a traditional phone system, each move would mean reconfiguring the PBX - and sometimes even having to rewire the phone closet. With a VoIP system, each phone registers itself using its MAC address when it first connects to the server, so the changeover is automatic.

More features and information available on the IP Telephones

Concurrent support for legacy analog telephones and newer IP Telephones

Telecommuters now have a working corporate telephone extension at home

Easier Extension and Multi-Site Administration

Unified corporate appearance over multiple locations

Consolidated Infrastructure requirements resulting from the use of existing data networks

Reduced Long Distance Toll Charges through Voice over IP trunking

Centralized Recording

Removes the need to implement recording capabilities at remote sites and provides for more efficient use of recording resources. System maintenance and support requirements are also lower.

Faster Implementation

There is no need to re-wiring or tap into traditional telephony wiring. Configuration is also typically much easier.

Reduced Maintenance Costs

Moves, adds and changes can be implemented without the need for cable rewiring, punch downs or cross connects.

Scalability

Adding additional recording channels can usually be done by simply expanding a software license.

Remote Branch and Home Agent Support

The unique ability of VoIP telephony to easily support remote-branch or at-home agents greatly simplifies the process of extending recording capabilities to these locations.

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IVRS

Overview

Interactive Voice Response (IVR) applications enable callers to query and modify database information over their telephone using their own human speech or by dialing digits on their telephone. Callers can use their touch-tone pad to input requests or just say what they want to do, such as ordering a product, obtaining a work schedule, or requesting account balance information, and the database speaks information back to the caller using Text-to-Speech. IVR offers customers and businesses a new level of freedom by enabling them to conduct transactions 24 hours a day, seven days a week. Businesses of all sizes are realizing the tremendous benefits of IVR applications for their call processing and information delivery needs.

Our IVRS is delivered with the most affordable, easy-to-use tools to our customers and resellers.

Our IVR functionality links a phone system to a database to provide customers with 24-hour immediate access to account information, via telephone. With our IVR, polished IVR applications are quick and easy to install. No knowledge of computer programming and minimal database knowledge is needed. Simply assign field types to data fields number, money, date or time -and build prompts on-screen, and our IVR will read information to callers at their request.

With ISDN interface, our IVR applications are not stand-alone applications. Callers can dial into an application directly, or into the system and then select an application.

With ISDN interface, our IVR applications are not stand-alone applications. Callers can dial into an application directly, or into the system and then select an application. Our IVR will execute any created application when a caller dials in. Our IVR allows callers to interact with the system through both human speech and Dual Tone Multi-Frequency (DTMF). Advanced database technology permits reading, writing, appending, searching and seeking database information.

IVR systems provide an automated way to give callers re-recorded information and to allow them to interact with the system, to leave messages or respond to questions or surveys, for example.

Applications can be developed very quickly and tailored to clients requirements.

Used as a hosted service, it avoids the high start-up cost and investment usually associated with such facilities while offering all the advanced features you would expect - and more.

Our IVRS, with Inbound and Outbound IVR solutions, combines the power of the telephone, your data and the web to generate information-driven communications and transactions - whether they maybe inbound callers, or outbound dialing campaigns. Our industry-leading interactive voice technology drives the efficiency of every call, improving business productivity and enhancing caller satisfaction.

Plus, our IVRS is available on-demand, making it easy to create and deploy high quality business voice applications through a simple web interface in as little as one day.

Drive personalized and interactive call experiences with smart IVR technologies including speech-to-text, name and address capture, and more.

Manage your voice application with the click of a mouse - our easy-to-use, web-based Site Builder toolkit empowers you to spend less time coding and more time getting the customer experience right.

Realize immediate and long-term ROI; no upfront investment in IVR Systems, IVR software, or human resources needed to get up-and-running immediately.

Improve business productivity by automating your basic business functions with advanced IVR functionality and call routing, reducing costs and improving service levels.

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Benefits

IVR Software Provides Simple Desktop Management and Deployment

Our IVRS is an award-winning and innovative IVR software, Site Builder toolkit, is built on our on-demand platform, making it easy for any user to design, deploy and manage an IVR System through a true point-and-click application. By eliminating the need for code-writing experience or IT support, our IVRS enables you to focus on more strategic and higher value activities.

Requires no installation of hardware or IVR software, and updates happen seamlessly behind the scenes.

Deploy your IVR solution in days instead of weeks or months.

Make changes to your IVR application in real-time from anywhere you have an Internet connection. Changes are live and functional as soon as you hit save.

Instantly scale to meet the ever-changing demands of your business - Our IVRS does not restrict the number of simultaneous calls to your IVR application.

IVR System Monitoring and Reporting

Track activity in real-time and build customized reports with charts and graphs to meet the needs of your business. Monitor calls activity, as it's happening with granular-level detail on all IVR and call center activities. Then, export data to Microsoft Excel to further analyze and share your results.

Real-time access to all call details including date and time, caller ID, IVR responses, department/agent the call was transferred to, talk time and more.

IVR System reporting and monitoring includes when the call was delivered and whether the call went to voicemail or not, all up-to-the-minute as the outbound campaign is happening.

Pull historical reports based on any call parameter to see how your call metrics change over time.

Record calls for archiving or training purposes. All recordings are available for listening or downloading through your web-based account.

Robust Database and CRM Integration

Through complete integration with back-end databases or customer relationship management (CRM) systems, such as salesforce.com (pictured right), Angel.com enables you to customize each call to the individual caller. Quickly and securely connect your phone to external databases of any kind for better business data analysis and a more complete customer picture.

Personalize the caller experience by recognizing current customers vs. potential sales prospects and customizing the call flow based on the type of caller and their needs.

Capture customer data into existing web servers, databases and CRM systems so all customer info and history is located in one place.

Automate routine processes such as password resets, support ticket status updates and more by tying an IVRS to your database for quicker and more streamlined customer access to the information they are seeking.

Enable customer and business-centric analysis of data by connecting phone data with web and customer data for a more complete business picture.

Web-based Outbound Campaign Management

我Our IVRS provides an effective and affordable way to proactively communicate with targeted prospects, customers and other audiences with Outbound IVR campaigns. Design and manage a customized outbound campaign in minutes and from your desktop and get up-to-the-minute reporting on call data. Whether your goal is information collection or delivery, our outbound IVR Application helps you maximize your outreach efforts.

Collect or deliver information with outbound customer satisfaction surveys, event or emergency notification, customer reminders and more.

Deploy and manage campaigns online through the web-based Outbound Campaign Manager. Change notifications or survey questions at any time, and changes are live instantly.

Real-time reporting and monitoring includes when the call was delivered, whether the call went to voicemail or not and more, all up-to-the-minute as the outbound campaign is happening.

Built-in outbound features including Do No Call regulation compliance, voicemail detection, call-back options, and the ability to have the caller connect with an agent immediately are included to help you make the most of every campaign.

It is a part of Call Center Solution.

Our system is also a multimedia customer contact and relations management platform based on the open source, standard-based, IP PBX. Backed by the strengths of an IP infrastructure, our system enables clients to establish a superior, full-service, contact center for a fraction of the investment required to operate a traditional telephony switch-based call center.

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Key Features

Flexible number of call queues

Flexible number of agents

Interactive Voice Response System (IVRS)

Call Monitoring

Voice Recording

Full statistics and reports, including call time analysis

Allows for proper segmentation of customers based on their profile and past experience

Maintains the desired service levels for all customer needs

Maximizes agent productivity by finding the optimal path to pass calls

Skills-Based Routing

Local and/or remote call agents (home workers)

Queue

Ring all - ring all available agents until someone answers

Round robin - take turns ringing each available agent

Least recent - ring the agent which was least recently called by this queue

Fewest calls - ring the agent with the fewest completed calls from this queue

Random - ring a random agent

You would expect seamless integration with different kind of desktop applications like CRM, workflow, scripting, BI, ERP and etc.