Imagine for a moment you were asked to write down what
you looked for in a Call Centre solution, you might come
up with the following list of desirable features-
- I don’t want to have stump up a 100K for equipment
before I can even start thinking about
configuration: pay as I go would be a better way to
do business, allowing me to grow with minimal
capital outlay.
- Non proprietary hardware architecture: I want to buy
the hardware at the most competitive price I can
find.
- Adaptive user license (increase or decrease) based
on my business workload. Add an extra agent at any
time it suits me.
- Scalable and configurable inbound\ outbound lines: I
don’t won’t to have to buy a 32 port card just to
add one extra line.
- I want to create my own agent call scripts, not pay
an extortionate sum of money for the
“elite” engineer to “pop by” next month to
do it: the scripting should be easy enough for
anyone to write.
- My Call centre should be able to load any agent
script, onto any agent seat within seconds.
- If my agents are geographically dispersed, I need
them to work through the internet using VoIP
headset, rather than a dedicated wired-to-the-desk
headset.
- The customer’s details should not exist in some
proprietary Call Centre database; I want my agents
to take orders through the companies IP CRM or ERP
system, without having to login to 3x different
systems- I want access to any of the company’s
existing databases.
- Must have an intelligent predictive outbound
dialling mechanism.
- Must have an intelligent agent failover on the
inbound answering mechanism.
Well, this isn’t a wish list, this is an abridged
feature list for our VoiceNet product. Whether you have
an existing Call Centre (part ex), or you are thinking of starting
a new Call Centre, talk to us first. This voice product
also comes with Interactive Server (middleware),
which enables your voice agents to interface to your company's databases or
make a transactions while to customer is on the line.
