Call Center Systems


Professional Call Center Systems

Global Telecoms Call Center System is an easy and cost effective way to setup and manage a call center for in and outbound calls. The system is designed to be user friendly and easily expandable, giving you all the features and functionality of an expensive high end Call center system.

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How the system works:

  • After the initial setup, managing the system is very easy. Just add leads to a leads list by uploading a CSV file.
  • Leads will be available to the agents immediately to start calling
  • Agents click on one button to dial a number while the customer’s details are displayed on the screen.
  • After the call ends, the agent will select a reason code for the call, e.g. Sale Made, Busy, Not Interested ect…

Major Features:

  • Inbound, Outbound and Blended call handling
  • From 1 to 5000 agent capability (1 X Server per 50 concurrent Calls)
  • If Recording is not required, one server can handle hundreds of calls.
  • Web based applications
  • Integrated call recording
  • Scalable to hundreds of seats
  • Support for standard Telco (E1/T1, PSTN and etc) and VoIP trunks

Full Features List:

  • Ability for an agent to call clients in succession from a database through a web-client
  • Ability to display a script for the agent to read with fields like name, address, etc. filled-in
  • Ability to set a campaign to auto-dial and send live calls to available agents
  • Ability to dial predicatively in a campaign with an adaptive dialing algorithm
  • Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
  • Ability to transfer calls with customer data to a closer/verifier on the local system or a remote Asterisk server
  • Ability to open a custom web page with user data from the call, per campaign
  • Ability to auto-dial campaigns to start with a simple IVR then direct to agent
  • Ability to broadcast dial to customers with a per-recorded message
  • Ability to park the customer with custom music per campaign
  • Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available
  • Ability to set outbound Caller-ID per campaign or per list
  • Inbound Calls can be handled by a Queue system with or without position announcement and send to the longest resting agent or random etc.
  • Ability to function as an ACD for inbound and frontier/closer verification calls
  • Ability to have an agent take both inbound and outbound calls in one session(blended)
  • Ability to start and stop recording an agent’s calls at any time
  • Ability to automatically record all calls
  • Ability to manually or automatically call up to two other customer numbers for the same lead
  • Automatically dial unlimited alternate numbers per customer until you get an answer
  • Ability to schedule a callback with a customer as either any-agent or agent-specific
  • Ability in Manual dial mode to preview leads before dialing
  • Ability for agents to be logged in remotely anywhere with just a phone and a web browser
  • Faster hangup and dis-positioning of calls with one key press (HotKeys)
  • Definable Agent Wrap-up-time per campaign
  • Ability to add custom call dispositions per campaign
  • Ability to use custom database queries in campaign dialing
  • Recycling of specified status calls at a specified interval without resetting a list
  • Dialling with custom TimeZone restrictions including per state and per day-of-the-week
  • Dialling with Answering Machine Detection, also playing a message for AM calls
  • Multiple campaigns and lead-lists are possible
  • Option of a drop timer with safe-harbor message for FTC compliance
  • Variable drop call percentage when dialing predicatively for FTC compliance
  • System-wide and per-campaign DNC lists that can optionally be activated per campaign
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Load Balancing of call across multiple inbound or outbound Asterisk servers is possible
  • Agent phone login balancing and fail-over across multiple ViciDial servers
  • Several real-time and summary reports available
  • Real-time campaign display screens
  • 3rd party conferencing(with DTMF macros and number presets)
  • 3rd party blind call transfer
  • 3rd party conferencing with agent drop-off
  • Custom Music-On-Hold and agent alert sound for inbound calls
  • Estimated hold time, place in line, overflow queues and several other inbound-only features
  • Skills-based ranking and call routing per inbound group(queues) and campaign
  • Queue Prioritization per campaign and inbound group
  • Single agent call queuing
  • Ability to set user levels and permissions for certain features and campaigns
  • Ability for managers to listen-in on agent conversations
  • Ability for managers to enter conversations with agents and customers
  • Ability for managers to change the selected queues for an agent
  • Ability for agents to select a Pause Code when they are not active
  • Ability for agents to view the statuses of other agents on the system
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Several Vtiger integration features: user-sync, account-sync, data interconnection (deprecated)
  • Web-based data export utilities
  • Web-based administration
  • DID, phone and carrier trunk provisioning through the web interface

Some Screen Shots of the system

On the Admin login you will be able to see in real-time what is going on in the call center (Web Based)

 

Intuitive and simple agent Web User Interface (no more dialing wrong numbers or waiting time dialing manually)

VICIDIAL_agent

 

Live Reports:

life status

Life Report2

 

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