caller ID matching

screen popup of customer profile

screen based telephony

monitoring of response to callers

collection of call statistics

online real time graphic display of call statistics

generation of online real time reports with the call statistics

collection of call data such as call logs

provision of multiple channel communication on a single common platform

rule based routing of communication through multiple channels

Caller ID matching involves system matching of the caller identification with that in the backend database. The caller identification is usually the caller’s telephone number. When the caller ID feature is activated, the PowerX2011™ telecom server is able to extract the telephone number from which the call is made and perform a backend database matching of this telephone number against that in the database. Once a match is found, the system automatically fetches the customer file from the backend database and displays it on the agent/operator’s monitor as soon as the call is delivered to his extension. This appears as a screen popup.

As described earlier, the screen popup of the customer profile only appears when there is a match between the caller ID of the caller and the caller IDs residing in the backend database. Besides the customer profile, the PowerX2011™ telecom server is also able to generate other screen pop-ups such as for incoming communication. This helps to alert busy agents/operators of incoming communication and enable them to attend to the incoming message as soon as possible. For example, in a multiple communication channel Contact Center environment, an incoming facsimile transmittal may be configured as a screen popup on the agent/operator console (or computer monitor). This shortens the time required for the agent/operator to respond to this communication. Without the screen popup, the agent/operator may not be aware of this fax until he checks the fax mail and thus may not be able to respond as quickly.

Screen based telephony including outdial or making external calls via the screen console is possible because computer telephony is fully integrated into the PowerX2011™ telecom server. In fact, all the activities evolving around the telephone handset such as picking up the handset to answer a call, transferring a call, putting a caller on hold and replacing the handset to the phone at the end of the call can be replicated online via the screen console. Together with a headset, this effectively eliminates the necessity and time required to perform the same tasks.

Monitoring of response to callers involves the ability to capture both call data and log the conversation for management study into the promptness and appropriateness of agents’/operators’ responses to callers. As a fully integrated system, the PowerX2011™ telecom server is able to provide such sophisticated features to help users improve their performance and assist supervisors to train the users. It also provides a fair and reliable gauge on which the quality of performance of users can be measured.

Collection of call statistics is important to help organizations review the telephone and any other communication needs. The information enables planners to make confident projections for expansion. For example, based on the call statistics, a telesales company may realize that they are receiving more sales calls between 7pm to 9pm on weekdays from the telephone and there is an increase of transactions via the email. With such information, the organization can reallocate its staff and equipment resources to position itself more advantageously.

Online real time graphic display of call statistics is particularly useful for call centers as it enables all users to view the information at a glance. For instance, a monitoring screen has been put up at a Contact Center to provide a graphic display of the call statistics. The PowerX2011™ telecom server is not only able to provide such displays but can provide multiple call statistical displays on a rotating basis. For instance, it can display the incoming calls, outgoing calls, abandoned calls and response time for answering calls for every hourly block. As CTI is built into the PowerX2011™ telecom server, it is able to capture call statistics and process it real time. It is also able to display the processed data online real time. When there is a high incidence of abandoned calls, for instance, the supervisor and staff alike can immediately investigate the matter and, perhaps, recall more staff to be on duty during those peak periods so that the company does not lose callers and any related business. The PowerX2011™ telecom server enables such investigations to be carried out immediately as it is able to display real time data.

Generation of online real time reports with the call statistics is possible in the PowerX2011™ telecom server. As much as the call data can be collected real time, the system is also able to process the data captured and generate online reports with the information. As the information is processed immediately, the online reports are real time. The reports can be graphical or text based in spreadsheet format. Printed options can also be programmed into the system.

Collection of call data such as call logs involves the recording of conversation during the call. The PowerX2011™ telecom server offers many options for this feature including recording of conversation based on prefixes such as 1900, recording of outgoing calls, incoming calls and/or internal calls. The conversation is recorded as a voice file which may be stored in the database, backed up like any other file. This file can also be converted to a user-friendlier format for dispatch via email.

Provision of multiple channel communication on a single common platform involves the incorporation of other communication modes such as email, web chat, facsimile transmittal, SMS, voice over internet protocol (VoIP) to the normal telephone call. With this feature, the Contact Center can cater to all modes of communication and ensure that the organization is not left behind in the fast paced communication industry. As the PowerX2011™ telecom server is a fully integrated telecommunication cum computer system, it is able to provide such features and is also positioned to handle new trends in communication.

Rule based routing of communication through multiple channels involves the distribution of incoming communication to the most appropriate agent/operator in a multiple channel communication environment. In the PowerX2011™ telecom server, routing of incoming messages/communication to different agents/operators based on agreed criteria is not confined to the common telephone calls. It can be extended to cover communication through other channels such as facsimile transmission, SMS, voice over internet protocol (VoIP), web chat, internet, and even the personal digital assistant (PDA). The system recognizes that different skill sets would be required of the agent/operators handling the different mode of communication. For example an agent who is assigned to handle email and other written forms of communication is expected to have a strong command of the written language while an agent who speaks with good diction may be more appropriate handling telephone calls. Hence the PowerX2011™ telecom server provides routing criteria for different modes of communication to ensure that all callers to the system have a positive experience

The purpose of computer telephony integration is to improve Customer Relationship Management and productivity of telephone agents.

The computer telephony integration is part of the PowerX2011™ telecom server and can support all organizations; regardless of size.

Computer telephony integration provides the following benefits:

Reduction of costs: The ability to provide multiple communication channels on the same platform reduces the cost of hiring staff to handle communication from each mode, machine and equipment as well as maintenance for the different channels for example a facsimile machine..

Extension of coverage: By enabling messages from different communication channels and devices to be accessible through a common platform, all staff on that platform can easily access the communication. For example all staff can access the email, facsimile transmissions, web chat, SMS, etc via their computer stations instead of physically going to different machines at different locations for these messages.

Improved corporate image: With computer telephony integration, the system is able to automatically identify existing customers without the need for call center/telephone agents to interview customers for their particulars. A personalized greeting such as “Good morning, Mr Tan” can be delivered at first contact with the caller. This discreetly assures the caller that the company is aware of his profile and probably his preferences.

Improved performance: Computer telephony integration enables the system to automatically fetch customer profile from backend databases and displays a screen popup as soon as the external call is connected to the call center/telephone agent. This reduces the time required for the agent to manually extract the customer details from existing files.

Increased productivity: The time saved from having to go through manual rigorous search for each customer profile enables staff to handle more calls, thus increasing productivity.

Security: The ability to connect telephone systems with backend computer reduces the need for loose hard copies of customer files to be “floating around” the different departments and the risks of misfiled or lost data after each file retrieval.