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Advanced Call Center Software!
Trizile Call Center Solution!
The Trizile Call Center is based on the most powerful Call Center Solution VICIDIAL/ASTERISK, which is an advanced and complete call center solution supporting both Inbound and Outbound Call Centers. Built with an open architecture and supporting common standards (ITU, IETF standards) the solution eliminates the need for proprietary hardware and software. Trizile Call Center solution, which is based on next generation platform technologies, enables customers to implement advanced call centers with efficient call handling, configurable Interactive Voice Response System (IVR), Automatic Call Routing (ACD), Voice Logging/Recording, Authentication, Conferencing, Data base screen pops, Predictive dialing, Answering machine detection, etc.
ASTERISK is a highly flexible and powerful IP PBX and can be adapted to all requirements of small to large enterprises.
The solution supports all traditional and advanced PBX features like voicemail system, Interactive Voice Response system, multi-party conferences, mail forwarding and supports Analog phone lines, ISDN, VoIP based on the specific configuration.
For an implementation proposal, Please call us or write to us at info@trizile.com!
KEY FEATURES:
- Automatic Call Distribution (ACD)
- IVR Data Collection and Data pop up
- Configurable Multi Lingual IVRS
- Call handling features
- Predictive dialer with data screen pop up, auto-answer and answering machine detection & filtering
- Call transfer, Call Conferencing, 3rd party verifications
- Voice Logging, Monitoring & Agent Quality Management
- Call Detail Record (CDR) and Reporting
- Administration, Provisioning & Maintenance
- Configurable IVR menus & Voice files
- Automatic Call Distribution, Fixed/Floating seat support, Time based Routing
- Automatic Caller Identification (Need CLID support by the phone line provider)
- Integration with 3rd party databases & workflow systems for call routing & distribution rules
- Instant Messaging & Presence Management
- Caller gets options to enter a Unique ID (Customer ID) using the phone keypad (e.g. Account Number and Pin Number). Optionally system will read out the entered information for verification with the user
- ID verification with client database – If a caller enters invalid ID, system will prompt for the correct ID
- Caller Data from the client database is send to the agent desktop with options to add and modify. (Data Integration point – requires coordination with Client team)
- Integration with 3rd party databases & workflow systems for call routing & distribution rules
- Integration with 3rd party CRM Databases
- Client gets control of the complete IVR configuration and Automation
- Client will be able to make IVR as the voice front-end for any generic database to collect information from a caller as well as give information from a database
- Client can design a Database page for the questions to be asked (Strings/ Database fields) to the caller and the IVR collects the information from the user in DTMF (optional voice file) and sends back to the database
- For giving information from the database Client records the specific voice files and passes the information (Database page) to the LEADON INFOS IVR engine, which will play out the information to the caller
- Multi Lingual support -Caller gets options for selecting preferred language
- Call Queuing – If all the agents are busy, call will be queued with a hold music/message
- Call Hold – Agent can put the call on hold with a message/music while he/she gets the necessary information to respond to the call
- Call Hunting – System will search for a free agent from a group of agents to terminate the call
- Call Forwarding – Forwarding the call from an extension based on call failure condition (no answer, busy) or default forwarding
- Call Transfer – Agents can transfer the call to any other extension
- Call Conferencing – Agents can include other agents in the conversation for a multiparty conference. From a two party call migrate to multiparty conference
- Voicemail – Time based, Condition based voicemail to every user. Voicemail delivery over the phone or over email
- Agents log into a web interface and wait for a call back
- The Server dials the numbers in the list and connects agents once the call is established
- The Predictive dialer does call progress analysis and filters out answering machine
- Along with the call, agent gets a screen pop up on the desktop with the customer information and fills up forms
- Unsuccessful calls and Answering machines are logged with a status indicator and the number is scheduled for a later time
- Optionally a message can be played to the connected customer for validating the lead
- Once the call is completed agent saves the collected information into the database and becomes active for accepting the next call
- Audio Conferencing and Call transfer between agents, supervisors
- Agents can conference in a supervisor or 3rd party to verify a sale
- DTMF pass through support in Conferences and Tone generation for sending digits to remote side – for reaching PBX extensions if required
- Each of the incoming calls can be recorded and archived
- Each extension can have a default setting for recording all the calls
- Record on Demand (Total recording for every extension)
- Snooping, Barge in and Whisper Facilities for Agent Quality Management
- Separate supervisor and Quality lead log in to monitor the call center. – Supervisor or Quality lead can log into the LEADON INFOS web interface to see all the active agents, calls & the center status
System generates Call Detail Records with the following details
- Calling Number (Need CLID support by the phone line provider), Called Number, Called Extension, Call Start Time, Duration of the call, etc.
- Live monitoring – System shows the active calls, System status, number of users etc. on a web page
- Web based Reporting query engine
- System Keeps track of agent login logout times, call durations and other activities. Data for generation of detailed statistical reports are available
- Web based provisioning and administration tool
- Web based monitoring, CDR & Reporting tool
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