The Naumen Phone solution includes an IP PBX as a component and does not require a piece of additional PBX equipment. Along with call center agents, IP PBX functions can be used by entire company's staff.
The agent’s workplace - an IP software phone Naumen SoftPhone– is at the same time a multi-channel phone and a call center information agent.
Functions
Automatic call distribution is based on information received from a client or an information system as well as on the following characteristics:
Maximum waiting time for callers;
Average queue waiting time;
Estimated queue waiting time;
Average answer speed;
Average conversation time;
Number of queued calls;
Time of day, day of week;
Number of speaking agents;
Number of available agents;
Commands given to call center by users;
Caller telephone number, a number dialed by the caller.
SLA – based call distribution is based on specific agent grouping. Call distribution algorithm utilizes data on needed service levels for a certain caller, data on availability of agents and forecasted queue waiting time.
Managed call queuing enables holding callers queued when none agents are available to take a call. The feature helps to essentially decrease the number of calls being lost. Before being queued the caller is notified about estimated waiting time, which can be determined using any of, - or a combination of the following:
Maximum waiting time;
Average queue waiting time;
Estimated queue waiting time;
Average conversation time;
Number of active agents;
Number of available agents;
Time of the day, day of the week;
Number of queued calls.
Multiple call handling is possible owing to the usage of multi-channel software phone which allows to answering incoming calls and making outgoing ones at the same time.
Identity of the agents’ workplaces. The solution provides centralized user authorization and authentication that allow agents to easily relocate from one workstation to another.
Call supervising. The solution provides the following types of monitoring:
Listening of conversations by supervisor at any moment of time;
Notifying the agent of being listened;
Capability to supervise remotely.
Consolidated reporting. A set of 20 basic build –in reports is available for the Nauphone customer «out of the box». The reports are designed to fulfill the most common customers’ needs and include the following types:
Real time reports that display number of calls in each queue, average queue waiting time, average conversation time, line load schedule and status of incoming and outgoing calls being processed.
Chronological reports, that process call statistics for a chosen period of time. These reports allow to quantitatively and qualitatively estimate call center functioning and to use the results for increasing work effectiveness of the call center staff.
Custom reports, that enable call center administrators to design and to add to the system any needed chronological reports.
Feasibility reports, that contain unique criteria of feasibility applied to different agents and agent groups.
Exporting capabilities that enable statistic data to be viewed in HTML format through web-browsers and to be exported to Excel in CSV format.
Remote administration. The call center hardware and software is configured and administered using web-enabled configuration tool WebAdmin.
Integration capabilities. It is possible to naturally embed call center to the company’s business processes, due to its open API and framework for writing scripts at any stage of processing a call.
Telemarketing. Solution capabilities can be broadened by means of optional modules that automate outgoing calling and questioning. These modules make automatic calls to PSTN numbers and route connected calls to the IVR-server or to the call center agent. Simultaneously, the agent is provided with a questionnaire to be completed during the conversation.
Intelligent voice response. System automatically instructs callers and processes some calls in automatic mode. By integrating the IVR module with an information system of customer’s choice, it is possible to context-sensitively inform customers based on data, which is entered by the customer or is received from an automatic number identifier;
Conversation recording. The system enables total centrally managed conversation recording, accumulation, intermediate storage and archiving on HDD in WAV GSM format. Supervisors and administrators can remotely listen to saved records by selecting records using various criteria, such as call direction, agent, PSTN number of calling party, etc;
Intelligent voice mailing. It allows delivering personal voice messages to the user’s e-mail address. Users are also able to remotely retrieve recorded messages by dialing their voice mail number and entering a PIN code;
Conferencing. The system enables setting up conferences of practically unlimited complexity and managing the voice streams for different conferee groups.
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