Call Data Analysis And More
Company Highlights Developing telecommunication software since 1991 More than 55 qualified people spread across 7 locations in India More than 3000 clients in India comprising of Multinationals, Five-star hotels and large business corporate International Presence – Users in –East Africa (Kenya and Uganda) –Middle East (UAE and Qatar )
Company Highlights Recognized for delivering reliable, technically competent and user-friendly solutions Area of specialization demands accuracy and reliability which is achieved using proprietary tools (own scripting languages and libraries) Quick turnarounds for development / customization Proven track-record with timely deliverables Tie-ups with leading PBXs like –SIEMENS- Siemens Ltd. (Business Comm. Division) –AVAYA - Avaya Global Connect Ltd. –NEC - Enkay Telecommunications Pvt. Ltd. –NORTEL - Global TeleSystems Ltd. / 3D Networks
Verticals Hotels / Motels / Hospitality Call Centers / Service Providers Legal Office Environments
Products for Call Centers ACD Analysis Call Information Popup (Call center application) Call Information Popup (Project based call accounting solutions) Customized Solutions
ACD Analysis Based on PSwitchView 7.10
What is ACD? Acronym for Automatic Call Distribution Special function of EPABX Supports day-to-day operations of call centers. –Distribution of Incoming calls to agents in case of inbound call centers –Dialing and distribution of outgoing calls to agents in case of outbound call centers –Queuing and routing the call by diverting the longest waiting caller to the longest waiting agent –Diverting call received to specific group of agents –Jumping calls from agent to agent within group etc.
ACD Analysis (PSwitchView 7.10) Tracks events and actions of the PBX in on-line real-time Offers MIS of overall call center operations –Agent’s login / logout time –Call entering in queue –Ringing on an agent’s extension –Call picked up –Call answered –Call disconnected, etc.
ACD Analysis (PSwitchView 7.10) PSwitchView offers following MIS as part of the package that help to –Monitor Agent’s performance –Get actual figures of incoming / outgoing calls Calls lost while in the queue Number of calls abandoned by agents Pattern of calls throughout the day –Decide shortage or excess of telephone lines on the EPABX
ACD Analysis (PSwitchView 7.10) Additional MIS –Periodic Agent Performance –Periodic Trunk Performance –Agent-wise Summary –Trunk-wise Summary –Agent-Date-wise Summary –Login / Logout View
Call Information Popup Call Center Application
Call Information Popup Comprises of three products –PopServer –DBClient, and –PopClient. Agent can see incoming call information on his computer while the call is ringing on his extension While in conversation, agent can feed additional information based on his conversation. The entered information is stored in the central database maintained for all agents PopServer captures incoming calls realtime, filters unwanted information and forwards clean event to DBClient. DBClient extracts additional details of the caller from centralized customer database, and reformats the event for PopClient running on the agent’s computer. It also simultaneously intimates PopServer about the same. PopServer establishes the connectivity to PopClient. When PopClient receives the intimation from PopServer, it pops up a screen showing caller information.
Call Information Popup Project Based Call Accounting Solutions
Call Information Popup Functionally similar to the application, except it works on outgoing call events. Typically useful for organizations where outward telephone calls are made on behalf of clients and are billed back-to-back Telephones are treated as either profit or cost center in such organizations. On disconnecting outgoing calls, PopClient running on the computer pops up with list of calls. The caller appropriates amount to respective customer account. Records are posted to central database. Query/Report module offers reports on central database to print a bill for customers and when required
Telesoft Presence 108, Supermarket, Monghibai Road, Vile-Parle (East), Mumbai Phone: , /02 Fax: , L V Business Chamber V Complex,# 2/2, 2nd Main Road, Vinayak Circle Palace, Gutahalli, Bangalore Phone: Reliance /88, Sixth Cross Street,Trustpuram, Kodambakkam, Chennai – Phone: 044= Reliance / House No /3, Hari Bowli, Hyderabad – Phone: / Block L/J, Flat No. 6, Abantika Housing Estate, Kolkata – Phone: Reliance – , Corner Market, Millinium Business Centre, Malviya Nagar, New Delhi - 17 Phone: /57 Reliance / Rolling Hills, A-703, Phase – II, Baner Road, Opp. Smart Super Shop PUNE – 45 Phone: Mobile Pune Hyderabad Bangalore H.Q. B B B B B B B – Branch Office H.Q. – Head Quarters
Thank You