Forth Call Center Solution

iPC 200 Features

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Interactive Information Service

iPC-200 Call Center provides automatic answering system and voice information service which allows you to inform customer the basic services with up to 500 menus. The customer can receive company information e.g. product, promotion or news during holding the line. It also supports interactive voice response (IVR) and fax on demand function.

Optimizing Call Distribution

iPC-200 CC provides automatic call distribution (ACD) system which helps to distribute incoming call to each agent equally. It can route incoming and outgoing telephone calls to the next available operator or agent who has the longest idle. It can also distinguish the queue priority by recognizing caller’s telephone number and ID. It can also provide the skill based transfer system, for example, the foreign customer may prefer to talk to fluently English spoken operator. The ACD responds to the caller with a voice menu and connects the call to an appropriate individual. You can choose your criteria of distribution by yourself according to your most appropriation.

Perfect Agent Assistance

iPC-200 Call Center supports up to 200 agents or 20 different agent groups. By using database system, screen pop-up function will show the detail of caller to the agent in advance to get the agent ready for specific support. The agent can make an outbound dialing from the program directly. History call function allow you to collect the information of incoming call, dialing call and missed call e.g. time, date and telephone number of that call. Moreover, the agent can take notes about the conversation and forward to supervisor or other agents or even forward the call to other responsible officer.

Enhancing Supervising Capability

iPC-200 Call Center supports supervisor functionalities as well as agent. The supervisor can have an overview of each agent by both real time and statistic. Therefore, supervisor can estimate work load which leads to effective management of call forecasting and calculating staffing requirements.

Supervisor can always communicate with agent by sending instant message. Working status of agent can be simultaneously observed and results in raw data or graph.

Statistic & Report Analysis Leads Successive Decision

iPC-200 Call Center contains statistic function which provide you many kind of statistic in different format e.g. incoming call, waiting call, or conversation data. The statistic will be reported daily, monthly or annually, depends on your requirement. The agent statistic can be shown either for each agent or each group of agent. The goal is to analyze the effectiveness, forecast the service demands to improve the service quality with optimized number of staff.

Voice Record Maintains Grade of Service

iPC-200 Call Center provides the automatic voice recording system which can record not only caller-agent conversation but also message from caller in case that the waiting list takes too much time. The voice message will be record in voicemail card and backup in the server. The supervisor can recall this voice message in order to know how each agent works which leads to improvement of agent and therefore, the better customer service.

iPC-200 supports CRM

Customer Relationship Management or CRM does not imply only improving customer service but also collects the consuming behavior and demands of customer. This information is essential in analyzing the market, product and managing policy. The goal of improving CRM is to change the consumer to be everlasting customer. an innovative solution of service and information center by integrating communication technology, service and management operation to the database system in order to support and increase the customer service and relationship effectively. With its 24 hours service, the customer’s need can be fulfilled rapidly, leads to highest customer satisfaction and rating of customer service. It represents a unique management challenge. Forecasting calls, calculating staffing requirements, organizing sensible schedules, managing the environment in real-time, and, in general, getting the right people in the right places at the right times.