The rapidly growing telecommunication technology is bringing in opportunities for call centers and contact centers to enhance the productivity and reduce operating cost. To provide prompt customer responsiveness along with ease of use capabilities is a challenge for call center business. A Seamless Communication System is required to enable the business with prompt responsiveness, enhance customer satisfaction and handle customers efficiently.
Computer Telephony Integration Interface with Matrix ETERNITY IP-PBX systems allows control of telephone from the PC which includes answering calls or hanging up, transferring, forwarding, conferencing, or placing calls on hold. Third-party CTI software with TAPI2.2 support can be used as medium between CTI applications and IP-PBX.
Specifications
TAPI 2.2 Support
Live Monitoring
• Called Number
• CLI of Incoming Calls
• Live Status of Extension
Call Controlling (for mapped extensions)
• Dial/Answer Call
• Call Hold
• Call Retrieve
• Call Transfer
• Call Forward
• Conference
Benefits
• Enhance Customer Satisfaction
• Increase Staff Productivity and Efficiency
• Keep an eye on Agent’s Performance
• Get Customer Information prior the Call Connection
• Integration with third – party Call Center Applications:-
? Interactive Voice Response (IVR)
? Automatic Call Distributor (ACD)
? Dialers
? Voice Logger
? Database Integration
For More Details Visit: http://www.matrixtelesol.com/call-center.html
Author: Mary Thomas from Matrix Comsec.
More Info link: http://www.matrixtelesol.com/call-center.html
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