Product Description
Telax Hosted Call Center is a simple, flexible, call center solution. It's low cost and easy to get started because it doesn't require any hardware purchases. And it works because it is implemented and managed for you, by our experts.Features Include:
IVR:
If you need:
* Assurances that everything will go as planned.
* An experienced team to test changes.
* Prepare roll back plans and
* Coordinate with your team for a preferred cut over time.
Additionally, The Telax IVR can capture info and push it to an agent desktop "screen-pop", and provide "telebanking" style applications with secure access to account balances and payment status.
Universal ACD:
ACD is an acronym for automatic call distribution or distributor. Telax Hosted Call Center features a robust and redundant universal hosted ACD:
* An effective ACD is the heart of any call center, it increases productivity by connecting the right caller with the right agent, directly.
* Determines which agent should receive the next call, considers skill sets, priorities, longest idle times and other parameters.
* Reduces wait time and increases first call resolution - this drives increased customer satisfaction and retention.
Telax universal ACD can route:
Voice - calls from your customers into your toll free numbers
Chats - initiated by visitors on your website or intranet
Emails - sent to your key shared addresses, distributed to your team
Callbacks - automated queued call backs for callers that choose to 'hold virtually'
Voicemails - priority maintained for voicemails left in queue (non-queue voicemail option also available)
Fax - distribution and tracking of faxes to a group or individual
Workforce Management:
* Quickly create and optimize schedules, based on a forecast, historical data or institutional knowledge
- Schedule can factor in agent weighting based on efficiency or cost
- Optimum time for lunches, breaks and non-call activities are selected
* Easy to use adherence tool - help your supervisors keep schedules on track
* Telecom cost savings by reducing caller hold time on toll free numbers
Reports and Metrics:
The simplest business intelligence tools are the most powerful because they provide immediately actionable information - imagine what you could do with instant access to the answers of these questions:
* Where is my team? What are they working on - right now?!
* Are we providing good service and are we getting better at it?
* How effective and efficient are we? How do we compare to our internal and industry benchmarks - individually and as a team?
* Why are my customers calling? And what are they saying?
* Did we meet our customer?s needs and was the relationship strengthened through the interaction?
* How do our customers feel about our company, our product, our customer service?
Recordings and Archiving:
Listen, at anytime, to each and every customer service interaction over the phone - it's intensely powerful!
Advantages
* Build and grow a call center without capital. Pay monthly from the operations budget.* Reduce total cost of ownership - drastically. Leverage all existing equipment and receive full support and technology refresh included in the subscription.
* Eliminate the headache of call center infrastructure. Let the experts deploy and manage your call center solution.
* Prepare business continuity plans. With new disaster recovery capabilities save revenue, mitigate exposure and go about "business as usual" during a crisis.
* Drive cost savings, attract and retain better agents by using remote agent capabilities for telecommuting and virtual call centers.
* Learn by mining data and evaluating calls. Access call reports, agent stats and even recordings of ALL inbound and outbound calls - from anywhere.
* Improve staff productivity. Simple interface is easy to learn and easy to use for agents, supervisors and administrators - everyone becomes more efficient.
* Evolve your call center - continuously. Customization available to grow and change your solution as business grows and changes.
* Always have the right expertise, at the right time. Support provided by reliable experts that are accountable to you at all times for the health and welfare of your call center technology.