LEADING BPO SERVICE PROVIDER...
DIALER:

We use Czentrix Predictive dialer. Also, have SIP Soft Phone dialer, Manual Dialer.

SOFTWARE KEY FEATURES:

Highly scalable modular architecture, Automatic Call Distribution (ACD), Call Queuing, Interactive Voice Response (IVR), Conversation recording, Customer. Authentication, Caller-ID based call routing, Customizable Music/Advertisement. During  Queue waiting, Automatic hunting for available Agent CDR based call log, Web based Agent/Queue Monitoring System, Soft-Phone Support E1, T1, Analog  PSTN  & IP Call, Indication of position and expected wait time  in queue  Advanced VoIP features, Flexible call routing and extension logic RFC-2833 compliant DTMF  support,  Automatic  NAT  detection,  Media Trans coding Protocol Conversion, Dynamic DNS Support, SIP and H.323 DID Support, Provision for ISDN PRI and SS7.

CTI, ACD:

Screen   Pop   Up,   Telephone   Control   from   agent Desktop,    Enhanced  Routing Customized  Telephony Control, Call Management, Lead Management, Trunk Management,  User  Management,  Backup Management, Campaign management & Report Generation etc.

INTERACTIVE VOICE RESPONSE (IVR):

Automated  Attendant, programmable  menu driven interactive voice response (IVR) system, Digit Manipulation, Digit Timeout Adjustment, Play Announcement, Play Announcement and Collect DTMF, Send DTM, Multilingual IVR Option, Programmable menu driven IVR system, Language Independent IVR system and more features.

LOGGER MODULES:

Dump details call information into CDR. Simple report of the calls according to the agent received for the particular day can be possible, Supervisor monitoring screen of the queue status and call status with visual effect, Digital conversation recording (wav, gsm). Tracking of peak hour, Frequent Caller, Best performing staffs, Inquiry type tracking is possible but it requires CRM integration and customization which requires development.
We use Czentrix Predictive dialer. Also, have SIP Soft Phone dialer, Manual Dialer.

ADMINISTRATION/MANAGEMENT MULTI CONFERENCE UNIT:

Web based Administration. Advanced Web-based CDR Management Tools, Advanced Real Time Supervisor Monitoring Panel, Secure and Trusted Web Panels. Conference Bridging, Multiple Conference Rooms, PIN protected, Auto announcement of participant entrance and leave, Key Sequence Voice Control (Mute/Non mute).

IP PBX SYSTEM:

Music on Hold, Call Hold, Call Waiting, Caller ID, Caller ID on Call Waiting, Call Forward on Busy, Call Forward on No Answer, Call Forward – All, Attended/Supervised Transfer ,Blind Transfer, Call Join, Abbreviated Dial, Call Parking, Do Not Disturb, Remote Call Pickup Call Pickup Grouping, Three-way Calling, Roaming Extensions, Remote Office Support Follow-me.

BACKUP AND RESTORE:

Full Configuration Backup and Restore, Voice Prompts, Full Agent Conversation Backup Data Backup with Raid System, Redundant server backup clustering with Main server.

LEADS & CAMPAIGN MANAGEMENT:

Leads Management, Trunk Management, Campaign Management, User Management, Queue Management, Inbound  Campaign Management, Outbound Campaign Management, Call Routing Management, Work Force Management etc.

INTERACTIVE VOICE:

Programmable menu driven IVR system.

RESPONSE SYSTEM:

Language Independent IVR system.

VOICE OVER IP INTEROPERABILITY:

Session Initiation Protocol (SIP) RFC-3261.

V Codec Pass-through & Translation Support:

GSM 06.10, G711U (u-Law), G729 (Licensed), G711A (a-Law) & G.723.1 (6.3 Kbps).

EXTERNAL DB CONNECTIVITY FOR CRM MANAGEMENT:

ODBC standard, Radius, Web Services.
GUI based call statistics with search engine

IPQoS:

Tos bit support for QoS.

END POINT MONITORING SYSTEMS:

Web Based Live Monitoring Panel, to track the caller (Caller ID), Shows inbound line status, Shows call waiting in queues, Shows current agent status ( busy/free), Shows current available active agents, Shows agent conversations time, Agents conversation monitoring, Endpoint registration status and  reach  ability,  T1/E1/FXO/FXS  Channel  Status, Call Hang up Capability, Transfer a Call leg via drag & drop, Originate calls via drag & drop.

SIP FEATURES:

RFC-3261 Compliance, Integrate SIP   Registrar,SIP End-Point and Proxy Support Interoperate with External SIP   Gateway/ATA, Capable to register external SIP Soft-  Switch or Proxy or Gateway (multiple), MD5 Registrar Authentication, Re-Invite Capability & Dual-NAT Support.


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