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'
Features
- 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.
