Jimtop provide call center solutions systems which are built on a unique, patented architecture that offers the reliability of a traditional on-site phone system and the flexibility of an off-site, hosted system. Hybrid-hosted phone systems provide support for telecommuters and branch offices, system monitoring, automated configuration backups, and easy management.
Also, like a premise-based solution, these systems offer rock-solid connectivity, advanced features and complete data privacy.
What is a Call Center
An office set up to handle a large volume of telephone calls, esp. for taking orders and providing customer service.
What is Call Center Software
“Press 1 for…” Some say it is the bane of modern society. But the reality is that call center software is the only way that a company can scale up services without adding a new agent for every 10 or so new customers.
In business, it’s all about being efficient with your resources. So why should it be any different with your contact center? Take your workforce to the next level with our skills-based routing system, and make every inbound call go where it should, and to whom it should, on the first try. It’s just smart business.
First Call Resolution
With our single window user interface and CRM integration capabilities, each of your reps will have quick and easy access to any and all information relating to each inbound caller, providing them the power to address each issue or inquiry on the spot. Now that’s customer service.
Efficient Queue Management
Manage your call center more effectively with real-time reporting tools (e.g., average call times, average hold times, etc.) to help you better assess your team’s overall productivity.
100% Uptime With our efficient and reliable system architecture, powered by our innovative Virtual Telephony Application Grid (V-TAG),we provide up to 99.999% uptime. Features of the Jimtop Technology Trixbox Pro Unified Agent Edition
Call Centre Solution include:
• Automatic Call Distribution
• Outbound Call Management
• Integrated Call Recording (Inbound)
• Automated Call History
• Agent Call Reporting
• CRM Integration
• Call Monitoring
• Call Barging
• Skill Based/Language Based Routing
• Unlimited Call Queues
• IVR Authentication
• Report Exporting
• Call Screening
• Powerful Reporting
• Web Control Panel
• Outlook Integration
• HUD(Heads Up Display) –Agent Desktop Application.
The solution is not limited to these functionalities; it can be customized to fit more features as the need arises.
When multiple inbound calls are made to your contact center, an Automatic Call Distributor (ACD) ensures that the call of the highest priority is first answered by a live agent.
Your contact center administrator sets the priorities which include the time a call has been in the queue, call-backs, which project the caller belongs to, or the options the caller selected through an IVR menu.
When coupled with the ACD, skills-based routing ensures that the options that a customer selects on an IVR menu will route their call to the agent who is most qualified to handle their inquiry or concern.
Interactive Voice Response (IVR) is a pre-recorded audio menu of options that will play when a customer dials in to your line. Our advanced voice recognition capabilities means customers can simply speak the options they wish to select. Or, if they prefer, they can use the touch-pad or dial-pad on their phone to direct their call or inquiry.
Real-time Queue Management and Reports
Our system can be set up to route calls in the queue in a variety of ways depending on the priorities of your business. Changes made to the priority settings for calls are enacted within seconds (in real-time) so that your contact center operations continue uninterrupted for maximum productivity and availability.
Our reporting dashboard allows you to monitor agent presence, campaign performance, and supervisor support with both historical and real-time data and metrics. This allows you to keep up-to-the-minute tabs on the performance of your contact center and analyze data over time. It is intuitive and easy to use, but it can be customized to show you the information you need to know about your contact center.
Supervisors have the capability to barge in on any of the agents’ calls at any time.
The agents can work from anywhere as long as they have a broadband Internet connection.