iSoftel’s call center offer the better service to customer by connecting calls with customer’s information with greater speed and accuracy.The system will send the customer’s information to agent’s screen in order to provide better server. iSoftel’s call center integrates with existing application or infrastructure ( PABX or Network ) iSoftel provides 3 types of Call Center :
1. iBased Call Center : provide call center function with existing PABX (no needCTI from PABX ) iBased Call Center will provide CTI and IVR for Basic Call Center Function
2. PABX Base Call Center : provide CTI Server connect with CTI from Existing PABX . iSoftel also provide IVR ,Voice Recording to meet the full function of Call Center
3. Server Based Call Center : No need to use PABX. iSoftel will provide Call Center server to connect call from PSTN and Agent’s extension. This system compose of IVR ,Voice Recording and CTI in the server
4. IP Based Call center : Its architecture are running on VoIP Network which not required PBX system
System Features
• Running on PSTN and VoIP Network
• Automatic Call Distribution Function
• Most Free / Skill Based Routing
• Screen pop up : Client Server or Web Model
• Speaks out waiting time or queue
• Free Seating Agent
• Call Transfer with Screen Pop Up
• More condition for customer to exit queue: leave voice mail or back to IVR
• Private barge in by supervisor
• After call work state for agent
• Priority access to Agent
• Support inbound and outbound call Center
• Support to integrate with existing application Such as CRM , Help desk or IVR etc
• Customized logging and reporting for requirement
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