IT Infrastructure & VoIP Specialists

Transcription

1 IT Infrastructure & VoIP Specialists Omni-Channel Call Centre Power Dialer Call Centre Reporting Call Centre Wallboards Call Centre Consulting Building a Superior Call Centre shift*eight telephone systems are distributed & installed by Clarotech Consulting (Pty) Ltd Clarotech Consulting (Pty) Ltd is an accredited Digium Partner Clarotech Consulting (Pty) Ltd is a Digium Authorised Training Partner

2 Omni-Channel Call Centre Omni-Channel Omni-Channel With claroomni agents can place or receive calls, send or respond to s, participate in live chats, pull up CRM records, open up fax messages, respond to SMS and respond to social media notifications. The power lies in the claroomni agent interface and integrated agent desktop phone bar. While your call centre agents are engaging with your customers, supervisors and administrators can monitor and draw reports on customer care delivery to ensure highquality service and to meet SLAs. Now your Asterisk call centre can engage your customers on every channel, no matter the time or place with the Clarotech Omni- Channel Call Centre, powered by xcally. claroomni provides each agent with a flexible and powerful Unified Desktop Experience, to manage login, multiple pause levels and multiple channels, ensuring the best experience for your customers. You already know how to use all these channels. All you need is a tool to draw them together. Engage with your Customers Inbound & Outbound SMS Channel Channel Live Web Chat Social Media Channel Fax Channel Consumer API Maximise Productivity Integrated agent screen Agent phone bar CRM integration External ODBC connection Power dialling Wallboard designer Call back API Manage Operations Supervisor & Team Leader Dashboard Whisper & barge-in Multiple campaigns Multi skill based routing Create dial plans & IVRs Call recording Real time monitoring & reporting Responsive GUI Inbound & outbound interaction Across channels Rapid deployment Scalable for future growth Seamless integration Independent from Asterisk releases Powerful & clean Design metrics to measure KPIs Monitor & report on agent performance Zendesk & Sugar CRM integration & more Call

3 Power Dialer Power Dialer Power Dialer clarodialer is a powerful predictive dialer that automatically places calls, keeping your agents talking and successfully closing more calls. Incorporating ViciDial, an enterprise class open source software product, clarodialer becomes a complete inbound/outbound call centre suite. clarodialer automatically places outbound calls, ensuring your agents are always talking to prospects or clients. Leads are sourced from a leads database and calls are placed automatically by the telephone system. clarodialer identifies unsuccessful calls such as busy tones and answering machines and automatically drops them so new calls can be placed. Calls are provided to the agent as soon as a successful connection is made. Reach more customers Inbound, outbound & blended call handling Outbound agent-controlled, broadcast & predictive dialling Scalable to hundreds of seats Web agent & admin interfaces Scheduled call backs Make calls that count Remote operability Three-way calling within the agent application Web configurable IVRs & voic Use Telco lines & VoIP trunks Integrated call recording Open-Source AGPLv2 license Ensure a constant delivery of calls Speak only to qualified leads Close more calls Eliminate dead time between calls Identify unanswered calls No per seat licensing cost License for life Visit

4 Call Centre Reporting Reporting Reporting Clarotech s VoIP telephone systems with QueueMetrics empowers call centre managers to run their call centres smoothly and productively through call reporting and real-time monitoring. With over 150 quantitative metrics, QueueMetrics enables you to measure budget targets, SLA targets, agent activity and much more with sophisticated call reports and real-time agent monitoring (VNC). Agent reporting LIVE monitoring Report Measure Monitor Call traffic Queues/campaigns Agent performance Agent behaviour Inbound queues Outbound campaigns Agent activity Live calls Wallboard QueueMetrics running on Clarotech s telephone system is highly scalable, supporting up to 500 agents. It supports both database and flat-file storage and imposes minimal load on the telephone system. Call report data can be exported in a variety of formats, including Excel, CSV and XML file types. 150 Quantitative metrics Draw sophisticated reports View agent sessions via VNC Listen to live calls Display activity using a wallboard sales@clarotech.co.za

5 Call Centre Wallboards Wallboards Wallboards Call Centre Wallboards displays real-time call centre metrics to agents and call centre managers, so together they can work to increase productivity levels and keep their agents motivated and focused on SLA metrics. Real-Time Metrics Display the heartbeat of your call centre to agents and managers. The product architecture is optimised for high-speed database access by multiple wallboards. Data displayed is an exact live representation of what is happening in your call centre at any given time. Bespoke Design In addition to the standard displays, our wallboard is also customisable. Display the data fields most important to your business along with your company logo and in your colour preferences. Engaging Display Options Metrics can be displayed on various mediums such as large LCD screens, projectors and second desktop displays for supervisors and managers. For supervisors and agents alike, data can also be embedded in QueueMetrics wallboards, allowing all your important information to be integrated on one display. Ready-to-use designs Agent summaries Queue summaries Team summaries Fully customizable Focal point for all call centre data Display agent groups, campaigns, time frames & more Multiple wallboard display Supervisor desktop display Portrait or landscape orientation Integrates with QueueMetrics & ViciDial Call

6 Call Centre Consulting Consulting Consulting Take advantage of the assured benefits that Call Centre Consulting from Clarotech will bring to your business. Whether you are starting up a new call centre or need to improve or optimise the effectiveness of an existing one, Clarotech can help you achieve your goals utilising state-of-the-art technology. Telephony Design Capacity planning Load balancing design System & process design Failover architecture & strategy Research & development Business Intelligence Management metric reporting Data gathering system design Application Integration CRM Core business systems Call Flows/IVR Customer-centric designs Proven IVR design methodology Dialers Setup & configuration advice Ongoing dialer management Customisation Reporting & statistic Dialer software advice (ViciDial, Wombat) Onsite Support Productivity & efficiency reviews Project planning Quality Assurance Design & implementation of QA procedures & systems Project Management Call Centre roll outs Migrations & upgrades Executive call centre advice from industry leaders Intelligent business practice Strategy & planning Execution & support Reporting & analysis Visit