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HEAT - Plus
Voice
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GoldMine
Voice
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Click for Flash Demos Below
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Organizations are increasingly under pressure to provide 24/7 availability, as well as find innovative ways to sell and support products and services – all at a minimal cost. Contact Center improves customer relations cost-effectively, optimizes contact center productivity, and provides the flexibility your business needs as it grows.
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Key Benefits
- Increase customer retention and loyalty
- Reduce operating costs
- Drive new business and revenue
- Reduce complexity
- Monitor, measure, and manage call times
Features
- IP-based solution - Leverage your existing infrastructure to reduce your overall cost of ownership.
- Real-time and historical reporting - View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard.
- Agent dashboard - Drive higher volumes of calls per agent by making it easier to deploy, support, and change in any environment.
- Advanced skills based routing - Improve customer satisfaction by ensuring the appropriate agent handles each call with skill-based and data-directed routing rules.
- Virtual agent - Reduce mundane call center duties and increase job satisfaction by automating tasks, while still giving customers the option to talk to a valued staff member at any time.
- Web-based application builder - Change the messaging to your customers or change call routing options with this easy-to-use GUI application.
- Integration with business applications - Seamlessly integrate IPCC with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.
System Requirements
- SIP Hardware
RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
- Computer Hardware
CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
512 MB RAM
2GB HDD
XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
- Required Software
Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
TCP/IP configuration (domain membership is recommended, but is not required)
Internet Explorer® 6.0 or higher
- Optional Software
SAPI5-compliant Text-to-Speech (TTS) engine(s)
ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
See the checklist for information regarding installation of optional software
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Quality Management
Reduce the high cost of escalations and retain and gain customers with Quality Management, a tool for monitoring and training agents to deliver superior quality customer service.
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Key Benefits
- Ensure service quality
- Decrease escalation rates
- Improve agent training
- Retain loyal customers
- Meet legislative requirements for call recording
Features
- Silent monitoring - Review agent calls to offer the best possible support and training to retain and train excellent agents.
- Call whispering - Enable supervisors to listen and offer advice to agents without the customer hearing.
- Call recording - Save complaints and abusive calls to be used for training, quality, or audit purposes for continuous improvement of your call center.
- Advanced routing capabilities - Assign, push, or reserve calls for specific agents based on skills, including language, product expertise, level of service, or customer profile.
- Parking - Park active interaction to another agent.
- Integration with business applications - Seamlessly integrate Quality Management with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management and ERP systems.
System Requirements
- SIP Hardware
RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
- Computer Hardware
CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
512 MB RAM
2GB HDD
XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
- Required Software
Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
TCP/IP configuration (domain membership is recommended, but is not required)
Internet Explorer® 6.0 or higher
- Optional Software
SAPI5-compliant Text-to-Speech (TTS) engine(s)
ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
See the checklist for information regarding installation of optional software
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Unified Messaging
Keep communication open wherever you are and whatever the resources with Unified Messaging. Your high-value, third-level employees and mobile staff members can retrieve voicemail via email and email via phone.
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Key Benefits
- Gain flexibility
- Increase mobile staff productivity
- Keep high-value, third-level workers connected
- Build effective communication
Features
- Centralized media center - Save time by accessing all of your messages and communication in one location.
- Email messages via phone - Quickly retrieve emails translated to voice-messages.
- Phone messages via email - Instantly retrieve voice-mails transcribed to text.
- Integration with business applications - Seamlessly integrate Unified Messaging with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP systems.
System Requirements
- SIP Hardware
RFC-3261 SIP/2.0 UDP-compliant endpoints such as gateways or phones
RFC-2833 Telephony Signals compliance is necessary if DTMF recognition is used
- Computer Hardware
CPU: 2 GHz Intel® Pentium® IV or equivalent is the minimum recommended for simple audiotex-like applications on 96 channels; scaling is fairly linear
512 MB RAM
2GB HDD
XGA Monitor 16-bit color 1024 x768 (for Management Console TM)
100-MBit LAN card and 100MBit switched LAN (or vLAN) with TCP/IP network participation is required
- Required Software
Windows® 2000 Professional or Server w/Service Pack 3 or Windows 2003 Server
TCP/IP configuration (domain membership is recommended, but is not required)
Internet Explorer® 6.0 or higher
- Optional Software
SAPI5-compliant Text-to-Speech (TTS) engine(s)
ScanSoft SpeechPearl® 8.0 Automatic Speech Recognition (ASR) engine
See the checklist for information regarding installation of optional software
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IPCM ReCap
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What's Inside FrontRange Voice?
Advanced skills-based routing
Intelligent Automated Call Distribution and Queuing
CTI screen pops
Real-time and historical reporting
Quality Management
Agent softphone
Virtual agents
Integration with business applications
Automated Ticket Creation
Automatic Status Updates
Automatic Ticket Closure
Self Service Password Reset
Click to Dial
Outbound Campaign management
Powerful VoIP Soft switch
IP Extension Support
Self management
Web-based voice application builder
Automated Attendant
Ad Hoc Conversation Recording
Unified Voice Messaging
Simply click a button to record appropriate conversations such as a transaction or customer complaint and save them for later review.
Create voice-prompted routing menus for your full company or individual departments. Multiple built-in auto attendants make configuration easy. - Simplified Web based management puts you in control and eliminates the need for expensive 3rd party support. Change the messaging to your customers or adjust call routing options with this easy-to-use GUI application The system supports many popular VoIP office phone handsets, extending advanced phone capabilities throughout your organization. The PC softphone feature allows remote workers to use FrontRange Voice from anywhere with a broadband connection Complete IP business telephone system is included as the foundation of FrontRange Voice. Supports connections to both Broadband voice service providers, IP-PBX systems and IP Media gateways for connectivity to legacy telephony systems. Simplify your outbound calling campaigns with automated preview, progressive and automatic dialing applications including list management, call distribution, status reporting) Increase user productivity by offering click to dial out of contact records and with automatic tracking of calling activity in the customer record Let your customers reset their system or windows domain passwords automatically, freeing your agents to handle more complex and compelling tasks. If you have a ticket that needs closing, but the customer hasn't confirmed? The system can handle collecting feedback automatically. Let your customers know the status of their service tickets through email or automated phone calls. Regardless of the time of day, or whether agents are available, your callers can create service tickets and have them routed to the appropriate queues automatically. Seamlessly integrate with front- and back-end applications such as GoldMine® and HEAT® , ITSM® as well as other CRM, service management, and ERP systems. Reduce mundane call center duties and increase job satisfaction by using this contact management software to automate tasks, while also giving customers the option to talk to a valued staff member at any time. Drive higher volumes of calls per agent. Monitor queue depths in real time. See your agent presence to know who is on call, who is on break and why, and who is available by queue or service team. Supervisors have access to call monitoring, whisper coaching, barge, call recording and quality scoring to ensure continuous improvement of your call center agents. View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard. Authenticate your customers, bring the right ticket or contact to the screen when the customer calls. Keep track of all available agents, so the right call goes to the right agent, at the right time. Real time monitoring of queue depths with color coding and audible alarms when thresholds are met. Improve customer satisfaction by ensuring the appropriate agent handles each call with skills- based and data-directed routing rules. Route calls to the account manager or product support team without requiring redundant data to be entered by the caller.
Seamlessly integrate with Microsoft Live Communications
Unified messaging is standard, enabling your users to retrieve voicemails from their phone or email.
Integration with Microsoft Live Communications Server
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