Interaction Center 3 PBX Call Center
Vocarity PBX Call Center is our practical call center solution for business organizations. A lot of organizations already have a PBX in their communication system. With our Vocarity PBX Call Center, companies only need to add servers and workstations, and integrate them with existing communication system to start their call center.
From the beginning, Vocarity PBX Call Center is designed for both inbound and outbound call centers. It uses smart routing to distribute calls among call center agents. Using the Agent Management and Reporting System, call center managers can easily evaluate call center and agents performance.
Call center agents is guided by Agent Terminal Application in assisting the caller. Agent Terminal Application supports Screen Pop-Up, which enable call center agents to see the information given by caller to the IVR system, and the relevant data from the company database. This information will enable call center agent to work more efficent and deliver better service to the caller.
How it Works..
Vocarity PBX Call Center is comprised of a PBX, IVR Server, and Report Server.
The PBX routes the incoming call to the Interactive Voice Response (IVR) server. The IVR is basically an interactive computer program in form of voice menus. Usually, the IVR is used to play greetings or announcement, or to guide callers to the appropriate service they needed. This IVR is also used to guide the caller in providing the necessary information before speaking to the call center agent.
The PBX will then re-route the caller to one of call center agents, following the instruction given by Automatic Caller Distribution (ACD) module in IVR server.
Agent Management and Reporting System in Report Server automatically generate reports of call center performance. These reports are presented in business-standar formats, so that managers can easily use, modify or share them.
Features:
- Intelligent Call Handling for fast call routing. Supports Priority Handling.
- Interactive Voice Response (IVR) Included. Use IVR for various application, such as greeting, music background or information while the customer waits in the queue.
- Unlimited incoming calls queue (incoming calls are limited only by the number of ports used).
- Agent Terminal Application with Screen Pop-up.
- Support communication between agents.
- Connection to unlimited number of agents.
- Agent Administration and Management. Group agents based on their skill, language, and specialization. Also equipped with tools to supervise agents.
- Statistic & Management Reporting. Automatically generated report of the traffic and agents for management purposes, formatted in business standard format for reports.
Technical Information
| Vocarity IVR Server | Report Server | Agent Workstations | ||
| Computer | Industrial Computer Dual Xeon 3.0 GHz Memory 1 GB 80 GB HDD Ethernet 10/100 Base-T |
Dual Xeon 3.0 GHz Memory 1 GB 80 GB HDD Ethernet 10/100 Base-T |
Pentium IV Memory 256 MB 40 GB HDD Ethernet 10/100 Base-T Windows 2000 Server or Windows XP |
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| Telephony Board |
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No Telephony Board Required | ||
| Telephony Board Characteristic |
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Configuration
