360CallCenter Features Highlights:

Automatic Call Distribution (ACD)

1. ACD provides sophisticated call handling features including dynamic handling of calls waiting in queues.

2. Auto-Attendant: serves as a primary, secondary or off-duty attendant to answer and route incoming calls to a particular department, a specific person or to voice mail.

3. Calls are distributed to agents based on:
· Skill based.
· Maximum idle time (longest inactivity).
· History (customer who dealt with a certain agent will take priority with that agent).
· Geographical location (based on caller ID).
· Sequential Distribution.
· Cyclic Distribution.

4. Updating callers with expected wait time.

5. Voice Mail: takes messages and allows users to send and forward messages, increasing productivity and enhancing inter-office communication.

6. Graphical Voice Mail with user-friendly interface.

7. Customizable greetings and menus.

8. Informational mailboxes.

9. Caller ID & Caller Name support.

10. Message redirection.

Agent client application includes the following features:

1. Real time access to customer's information through popup screens. Agents can see a complete profile of the customer even before picking up the call.

2. Enables notes entry regarding customer account information and other customer service related issues. This option will be more powerful with a custom made CRM Application.

3. Transfer calls.

4. Hold.

5. Do Not Disturb (DND) and other agent status.

6. GUI based window.

Supervisor features:

360CompuTel’s Call Center provides a supervisor interface that allows supervisors to flexibly monitor and control the system. The supervisor interface tasks include:

1. Monitoring performance and operations through displays of graphs and charts of real time statistical information.

2. Maintaining business units such as: users, groups and queues.

3. Changing call queues (Supervisor can move calls from one queue to another whenever necessary based on the call volume).

4. Mailbox configuration (queues & monitor calls).

Reporter features:

Standard "canned" reporting features are provided to perform various reporting tasks. Additionally, The Call Center Application has a customization wizard to generate custom reports. Examples of the standard reports are:

1. Total calls received, waiting, answered or lost.

2. Current longest waiting call time.

3. Average ring time before the calls are answered.

4. Average service times after the calls are answered.

5. Individual agent calls handling activity.

Call Center Advanced Features

Interactive Voice Response (IVR)

Powerful IVR capabilities that provide information to callers from any data source on the network. IVR applications can be easily developed and maintained using an open script language.

Email Reader

Users can call the business number from any telephone, enter their user ID and password and check for new email messages. The Call Center reads the subject, time received and the body of the message and indicate the existence of a file attachment. That implementation uses an advanced Text-to-Speech application.

Fax On Demand

Callers can locate stored documents on the system and fax them directly to their fax machines.

Fax Mail

The Call Center can provide a private fax mailbox for each user in the company where fax messages are stored. Users can have their fax messages sent to their email accounts or access them using the Agent user interface, thus, enabling them to view the fax body on screen. Users can use the company printer to print out faxes. Alternatively, users can retrieve their fax messages using a fax machine.

Email Integration

Notifies users of the arrival of a new voice or fax message by sending an email message containing the voice or fax message file.

Call Digital Recording

Full-featured Digital Recording and Monitoring Application (for more details, see 360VoiceLog features online.

Abandoned Calls Queues & Call Back Option

The Call Center will build a queue for customers who requested to be called back. Agents can handle that queue whenever they are available. In addition to that, the Call Center will provide a list of customers who abandoned their calls without leaving an option of calling back. Statistical reports will be build around that so Management can decide to increase/decrease the number of agents at a certain time.

Caller transfer to an automated system by an Agent

With IVR capability, an agent can transfer the caller into an automated system. Callers can process their transaction or inquiries about their account status by connecting to the database through the automated system. With that option, workload will be taken away from agents and handled by the system with virtually no cost. Agents will be free to handle more calls and serve more customers.

External Agents

The Call Center can forward calls into an external number (another geographical location). That will make your Call Center geographical barriers free.

Conference Call

There is virtually no limit for the number of people who can attend a conference call regardless of their geographical location.
Establishing conference calls can be done by using an intuitive users interface at the user’s computer.

Security Integration with Windows Active Directory users and groups

To reduce the administration time, users permissions and privileges will be assigned to users as soon as they login into Windows. Users don’t need to remember multiple accounts and/or passwords. Administrators configure security once in Windows Active Directory, and that Access Control configurations will be applied to the Call Center. Simply, the Call Center will know who you are and give you what you’re authorized to do using your Windows login account.

Why 360CompuTel?

Solutions provided by 360CompuTel have a high Return On Investment (ROI) ratio. Typically, our customers return their investment between 6 months to one year maximum (depends on the solution). Anything that doesn’t return as high as what I just mentioned won’t be offered by us.