At the heart of our operations is a powerful Mitel Integrated Communications Platform teamed with Mitel’s 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 manage calls and serve all customers efficiently – 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 6110 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. The Enterprise package ensures that calls are distributed to the right agents, based on the information or service required. The 6115 supports immediate responses to changing call volumes. The 6120 enables efficient scheduling of agents, and the 6125 allows for monitoring of agent performance. The 6140, finally, coordinates the delivery of the voice call and data screen to the agent's desktop. Integration with databases, dialling from contact lists and listing/returning received calls are all facilitated; callers can be identified and all relevant stored information be displayed for the agent instantly.
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.
Finally, through use of ASP.NET programming, a number of web applications can be provided for our clients. Interactive Voice Response (IVR) services are amongst them. 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. |
