Interactive Voice Response Solutions

Call Center

HARMONI

Contemporary Call Center Technology

HARMONI symbolises an exquisite Machine and Human Interface system to make the Call Management System more effective. True to the spirit of its name it has been designed to provide smooth transition of operations from man to machine and vice versa. In the complex call handling systems today HARMONI incorporates industry standard facilities that protects and provides better returns on your investments.

Overview of Call Center Solutions

Handling Telephone calls effectively is a major challenge to the business today. Every incoming call, be it from a customer or marketing or service personnel, is precious and should be effectively handled. With the tremendous increase in telephone calls, merely having an operator at the desk is no longer sufficient.

Therefore companies are increasingly looking towards automating and outsourcing Call Management Systems generally termed as Call Centers.

CALL CENTER is the state of the art technology today and features harmonious manual and automated telephone call handling for all incoming and out bound calls. It also features Automated Call Management System and Detailed Report Generation.

Utility of Call Centers to a Business

The various ways by which an outsourced Call Center benefits large companies are as follows:

On line real time assessment of information aid to decision making

Drastic reduction in Telephone management staff

Avoidance of disturbance to senior personnel

Report Generation and information retrieval on demand

Accountability of Call Handling increases efficiency and effectiveness

Call Centers : An effective CRM Tool

Efficient Query Processing

Marketing an effective customer relation is the key to growth and requires not only information instantly, but also expects decision making on line. A traditional telephone executive manning the EPABX operator terminal is unfortunately unequipped to handle such demanding situations. As a result business may be lost. A call center executive on the other hand can work in full throttle equipped as he is with the computer database in front of him. This enables him not only to answer current queries from the customer but also allows him to provide answers in a manner which is more relevant to the customers’ needs as he has access to the customers’ profile database and earlier queries.

Building up a customer relation knowledge database

As all transactions, i.e. calls, queries and answers, are being continuously logged in a Call Center central server, a company’s knowledge bank slowly gets larger and larger. The dynamic nature of this knowledge database acts as an effective aid in supplementing the static nature of the customer’s profile. It helps us to understand and appreciate the changing needs and concerns of the customer well in advance so as to be ready to modify our services towards the customers. This also helps in effective market analysis and trend forecasts.

Call Centers: As Contact Manager Centers

The use of Call Centers is not limited to customer services alone. Its use is made even for field staff, in house employees and even for the public at large. Field marketing or the support staff could be effectively coordinated and distributed over a wide geographical area by a computer aided call center executive. Employees could find out all they need to know about their HR details from a Call Center executive too. Large opinion polls could be conducted or game shows held with the general public through Call Centers. Coupled with a unified messaging system, the Call Center can be well utilized as a Contact Management Center.

Applications of Call Centers

Call Centers are applicable to almost all industry and service organizations. The major market segments for the Call Centers are the following:

Credit /debit Card Enquiry

Insurance Details Processing

International Travel Bookings

Marketing of Consumer Durables

FMCG trial marketing

After Sales support for Consumer Durables

Automobile marketing

Mortgage and Finance companies

Outbound Telemarketing

Call Centers: An upgradation to call handling facilities

Call Centers utilizes the power of Distributed Networked Database Information to rapidly process incoming or outbound telephone calls. It brings together two wonders of technology the Telecommunications and the Computers to form what is commonly known as CTI (Computer Telephony Integration). With an efficient Automated Call Handling System (ACDs and IVRs), it filters only such calls not readily answerable by the computer and would request operator intervention.

The rapid growth of Telecom Infrastructure has necessitated the establishment of Call Centers for every organization, big or small, whether captive or outsourced, upgrading the conventional EPBX operator system to a Call Center is a foregone conclusion today.

Utilizing Call Centers from Feedback Electronics

Feedback Electronics by dint of its wide experience in Computer Telephony Integration has developed unique technology for Automated Call Management Systems that minimizes the Fixed and Recurring cost of a call center.

Use is made of State of the Art Computer integrated Interactive Voice Response Systems, reducing dependence on human operators for call handling. This in turn reduces real estate costs and cuts down on fixed investments.

Features

Utilizes efficient man-machine interface

Substantial reduction in Operator Workload

Uniform distribution of Calls

Specialized Calls routing to specialist agents

On line Server to client Context Messaging

Intelligent routing of calls with minimum “Hold on” time

Smooth Operator to Machine transfers

Continuous call logging with user and operator responses

Use of versatile Multi Document GUI

DNIS-triggered multiple applications

Automatic Interaction to back end Database

Predictive dialer for outbound calls

Connectivity to client’s legacy system protects earlier investment

Complete flexibility in on site programmability

Built-in Unified Messaging System

Platform : Pentium based Servers

Environment: Windows NT

Built around industry standard Dialogic CTI products

Modules

The HARMONI is an Integrated System that includes the following Modules :

Telephone Line Termination Equipment

This provides the necessary interface for termination of telephone lines to the IVR system and includes safety and high current resistant components.

Automatic Call Distribution System

In a multiple telephone port system it is imperative that every channel bears uniform telephone traffic. The ACD system ensure that all calls are evenly distributed over the telephone ports of the IVR.

Central CTI Workstation

This is essentially a Pentium Server that controls all the processes of the IVR system including database connectivity, local control and remote data acquisition.

Multi port Interactive Voice Response System

This performs the automated handling portion of the Call Center system. The IVR cards are either within the CTI server or in rugged 19” industrial rack based systems that have built in intelligence and processing power. This systems performs the basic call center functions as ring detection, on hook, off hook, multiple channel digital voice output, user key decoding, multiple channel digital recording, predictive auto dialing, hook flash and call transfers.

Database Server

The main back end data resides on a server that connects both to the CTI server for automated Call handling and to the Local Area Operator Network for Call processing with

Operator Assistance.

RAS for Remote Database connectivity (Optional)

This forms the connectivity to the remote client database server and interacts with the remote server on line. These systems use multiple leased / dial up lines to connect to the remote host and download real time information from various client servers. The database could also reside on a remote Net-Server with a valid IP address from which data could be retrieved over the Internet.

Local Area Operator Network

This is a LAN set up to connect Operator Terminals to the Main Server. Operator Terminals are networked to PCs to provide the interface to the agents to obtain data from the

Server, obtain context information after call transfer from machine and also to gather on line status of “Ready” channels where to transfer current calls.

Operator Work Stations

These are ergonomically designed workstations where call center agents can work comfortably for long hours without break. Apart from the terminal it provides state of the art headsets and handsets for telephone line interface and sitting arrangements.

Unified Messaging Server (Optional)

This can be used in conjunction with the CTI server for upgrading a Call Center to a complete Contact Management Center where several media are utilized to transfer video, voice and data to and from a single source. These forms of communications are video conferencing, fax on demand/ fax broadcasting, e-mail transfer, radio trunking, mobile communications, pager messaging etc.

Software Modules

The complete network is coordinated and operated by the HARMONI software components.

It has distinct modules loaded into various servers as per configuration prescribed by the user.

Operations

Caller calls a designated local telephone number

ACD routes call to READY channel of IVR

IVR greets caller and prompts to enter enquiries over telephone keypad

Obtains required information from back end database

Transfers to human agent for subjective queries

Passes on contextual transaction information to operator terminal

Opens relevant database details on pop up screen

Agent transfers calls to IVR system after providing manual assistance

Logging of each call with events, sub events, context and service requests with time and    date stamp

Message forwarding or outbound dialing if registration done earlier