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iTELConnect delivers robust contact center functionality for use by
a single agent, or an entire department. Create a real-time environment
for your sales or support-focused employees to answer and process calls,
provide professional call queuing and customer interactions and demonstrate
a unified, customer-centric approach to serving your customers. Because
the service is hosted, it is accessible via a web browser; all this
functionality is available anytime, anywhere.
Callers to your company can be routed and queued among workgroups
and departmental users. Supervisors can observe queue activity, access
historical queue and agent performance statistics, and listen to active
calls. Agents are presented with an industry leading graphical interface
that allows them to do there job effortlessly.
Organizations can enhance customer relations and enable their employees
to be more productive without a large upfront investment.
iTELConnect Contact Center provides your customer-facing
teams elegant, graphical call control (including recording & listening), Automatic Call Distribution and Interactive Voice Response facilities which are typically found only in larger contact centers. Take control of queue activities and view detailed reports on all calls, queues and agents. The ability to listen in and record agents’ calls is also available; A “virtual” Contact
Center can be deployed with clustered or home-based agents while keeping
within a constrained budget. New agents can be added as-needed.
Call Details
Agents receive real-time customer information,
such as name and phone number, on their inbound calls
ACD
Automatic Call Distribution based on your business rules Remote Agent
Work from an office or remotely with seamless queue coverage
Call Recording
Agents can record calls from their desktop
IVR
Interactive Voice Response applications for caller self-service |
Key Features
• A full-fledged, hosted contact
center system with essential
customer care technologies
- Auto Attendant and IVR for
intelligent call routing
- Call recording and reporting
- Multiple ACD queues with
shared and non-shared
agents
• Supervisors able to manage
agents using real-time
call details, status
monitoring, recording, and listening.
• 100% feature set of iTELConnect
Hosted PBX inclusive;
i.e. On-Demand conferencing, presence
management
and Unified Messaging |
There are many ways that the Hosted PBX can supplement an existing phone
system. Give us a call. We would be happy to discuss your particular needs.
To Contact Us, CLICK HERE
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Contact
Center Information
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