At the heart of our operations is a powerful Mitel Integrated Communications Platform teamed with Mitel 6100 Contact Centre Solutions; the result is an exclusively Internet Protocol (IP) Network.
Together these enable callers and the right agents to be matched, with minimal delay. Our agents have access to both advanced tools and detailed information so they can efficiently manage calls and serve customers – including those who make contact by email, fax or website. Detailed, real-time reporting provides valuable information for our clients and ourselves. We can prove that we meet service levels and deliver value. We also have the power to adjust operations immediately
The system allows effective contact centre management - having the right resources in the right place at the right times to handle an accurately forecast workload at service level and with quality. For inbound calls, the delivery of the voice call is coordinated with the right data screen to the agent's desktop, so that the correct scripts are displayed and accurate information is accessed.
All calls are recorded at our Birmingham offices, using Onsoft Technology’s LineDataCollector. Clients can securely access these; in addition, discreet live monitoring of calls can be made.
The ICP enables us to offer IP Telephony systems to clients, with enormous advantages in terms of expense, simplicity, portability, flexibility and productivity. For example, remote workers become part of a seamless communication system from any internet connection. And the time wasted while trying to get through on conventional calls is removed. Administrative changes take seconds. Customer service is greatly improved. Many applications can be supported, such as the Interactive Voice Response platform described below.
Through use of ASP.NET programming, a number of web applications can be provided for our clients. Interactive Voice Response (IVR) services are leading results. These use a pre-recorded database of voice messages that can present information services and collect information from callers: services therefore include Announcements, Data Capture, Store Locator, Auto Attendant, Queue Manager, Ringtones and Logo sales. |
