Digital Crisp Hosted VoIP Call Management
A unique enabling technology from our business partner Transera called Midpoint Call Managementtm is designed to support multi-sourced call center operations.
Midpoint Call Management Provides centralized management and monitoring from a virtual command center for distributed resources and application. You can change routing strategies from a web-based interface with using scripts.
Seratel, a background agent, intercepts and prioritizes calls from a central location between callers and customer service personnel. At the same time, it monitors customer service personnel availability and skill sets which are matched to customer priority and need. Hold times are reduced resulting in increased customer satisfaction and reduced call center operating costs.
Midpoint Call Management allows enterprises and outsourcers to use on-demand IP call center services including Seratel's Global Queue, Global ACD (Auto Call Distributer) and Seratel SafeNet. Through Seratel, enterprises of any size can quickly deploy a fully capable call center with customer service personnel located in-house, outsourced, remote, in branch offices or at home. To be part of the call center, customer service personnel only need a phone and an Internet-connected computer.
Collaboration
With our web-based Global Dashboard and a service management portal, enterprises and outsourcers can coordinate global call distribution strategies and optimize service levels. In addition, they can get real-time statistical data, historical reposts, call monitoring and recording across multiple call center operations. With these tools and control over customer service personnel resources, you can provide a high-level of customer service and offer anytime, anywhere customer response.
Distribution
Customer calls can be connected with appropriate customer support regardless of location. Calls are handled in the order they are received and the system distributes them appropriately across all sites and teams. This ability to centrally manage call center resources on a global level allows you to support a higher call volume and increase your service levels with your existing staff, or to decrease the resources you use to maintain your current service levels at current call volumes.
Integration
This solution integrates easily with traditional call center technologies. It uses open standards (SIP, XML, CCXML, Voice XML, SOAP) and off-the-shelf network components (media gateways, media servers, PBX), and leverages existing telephony and IP carrier networks. Our solution seamlessly extends application functionality for intelligent call routing, call treatment, workforce management, outbound dialing, IVR, CRM and business intelligence across different call center operations. It provides consistent customer care across global operations. Seratel eliminates complex integration, reduces operational and maintenance overhead, and provides greater flexibility as your business grows.
With these call center management tools, you can increase your time-to-market, reduce costs for your multi-sourced call center operations and enhance customer care.
You can start your Digital Crisp VoIP service today by contacting a Digital Crisp sales representative at 1-800-899-4125 or by Clicking Here.
