Multisite operations

Introduction

Multisite operations are a natural extension of a network-based hosted solution! You can have as many agents in as many sites as you wish - including homeworkers.

You'll be able to add functionality to extend your operations: perhaps to add homeworking and disaster recovery capability; add pre-agent IVR messages that can shave seconds off each call by preparing the caller to get things ready before putting the call through; add network-based monitoring and recording to enhance security; become PCI compliant for your debit & credit card transactions; move up to Individual Caller Treatment...

The best thing of all? It's all so quick and easy to do and there's no Capex or on-going maintenance costs to worry about because you 'Pay-on-Demand'

• No practical limit to the number of sites or agents
• Network-based IVR, ACD and CTI means all agents can use the same scripts, messages, CRM databases and so on. 
• Network queueing, recording and monitoring worldwide
• Individual Caller Treatment
• Individual IVR/Lite Touch IVR  
• Routing to customer’s own agent/Account Management group
• Personalised Phone Ads and Pre-Agent Messaging
• Secure Credit Card Transactions (PCI DSS compliant)
• IVR Data Collection
• Emergency ACD and Homeworking working during disasters or excess load.
• Call recording and Interactive Messaging
• Network-based routing, queueing and monitoring across multiple sites worldwide
• End-user configurable over the web

        ...and much more! 

Benefits

• Enhance the operation of your call centre with new functionality on demand and no capex
• Incorporate extra capacity with new IVRs, new CTI call treatments and new agents in minutes
• Switch to homeworking or other sites in minutes in case of disaster (fire, flood, civil disturbance...)
• No need to wait for Systems Integrators, all features fully configurable via the web.
• No hardware, no software, no capex – payment is simply ‘on-usage’ (Telephony-as-a-Service)
• Optimise usage of skills across multiple sites
• Save 20 seconds per call by preparing the caller to get credit card ready, or routing to the right agent
• Better security, reduced fraud, and PCI DSS compliance.

An example of a multisite wallboard

...you can monitor a wide choice of key performance indicators from all sites (including homeworkers) live.