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ACD & IVR |
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The inbound
functionality of
predictive diallers is
often overlooked and
this can be critical to
business success. All
call centres making
outbound calls will
receive inbound calls -
often these are the most
valuable and easiest to
convert to a sale.
Within TouchStar Connect
we have built a host of
features that will make
the inbound caller feel
that they are important
and are answered quickly
by an agent with the
correct skill level. The
simplest greeting is via
a traditional IVR of
which calls can be
routed by the caller by
selecting from the
options. In this way
sales calls can be
differentiated from
other calls, for example
support. We also offer
automated self service
applications. TouchStar
Connect will tell the
caller the balance of
their account or allow
them to make credit card
payments. This is
supported by a simple to
use interface and 24 x 7
UK based support. |
(Click to enlarge)
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The features include: |
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- Queue incoming
calls and distribute
to first available
and qualified agent
or team
- Skills based
routing with
multiple priorities
- Auto attendant
with on-hold music
or messages by queue
- Real time
reporting of queue
volume, staffing,
and call statistics
- Route calls to
alternative queues
based on call volume
- Agents can be
moved to alternative
queues in real time
- Agents can be
assigned priority
for different queues
- Automated self service
data lookup, data
capture and payment
options
- Opt-in to
re-route a party
connected from an
outbound voice
message to a
prioritised inbound
call
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>> Compliance
Management |
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Copyright 2008 TouchStar Call Centre Software. All Rights Reserved