communicator | call centre | quality survey | ivr a

Communicator | Call Centre | Quality Survey | IVR

A Unified Communications Collaboration Product

www.qualtec.com

▪ Product Introduction

▪ Architecture

▪ Qualtact Features

▪ Questions / Contact Us

Agenda

Customize

Customize IVR Call flows, reports and

everything.

Built-in IVR Survey Scripts

Prompt the standard NPS-Survey

question to customer to calculate the

NPS Score.

Call Centre & IVR

Web based Call Centre functionality for agents

and supervisors.

SIP phone registration for agent audio.

Inbound, Outbound, IVR (self service).

Voicemail

Automatic Call Distribution (ACD) routing based

on longest idle/round robin queue.

Real Time dashboards, Historical reporting

Voice recording

Quality Analytics, Evaluation Forms/Score card

Develop Rich IVR call flow using drag and

drop IVR designer that can integrate with

Third-Party API and Databases.

Communicator | Call Centre | Quality Survey | IVR

.

▪ Call Centre Environment

Best suited for small scale call center environment with rich feature

needs.

▪

Auto Attend

You can play greeting before route the call to the destination

▪

Use with Microsoft teams/UC Platforms

Play IVR before transfer to the Teams users/groups.

▪

CRM Integration

You can integrate with any third-party APIs that supports REST APIs.

Use Cases

.

Architecture

.

Call Center Features – Call Routing

▪ ACD call routing with longest idle and round robin queues

▪ Call routing to IVRs Services

▪ Call routing to Users

▪ Easy to Integrate with any SIP supported External gateways.

▪ User Extension registration using SIP Soft Phones and IP-Phones

.

Call Center Feature – ACD

▪ Web Based Agent Interface

Agent Can login to the call center using the web based interface

▪ Reporting

Call Dispositions

ACD Reports

Real-time Dashboard

▪

Queue Strategy

Longest Idle agent

Round Robin

▪

Call Recording

All the calls offered to the ACD Services will be recorded.

▪

Agent Screen Popup

Qualtact can popup the custom URLs like CRM Screens while the

calls offered to the Agent

.

Call Center Feature – Channels

▪ Inbound Voice

▪ Outbound Voice

▪ IVR (Self Service / Auto Attendant)

▪ Voicemail and voicemail notifications through email

▪ Hold / Transfer / Conference

▪ Backend UC / PBX integration

▪ Call recordings

.

Agent Interface

.

Agent Interface

.

Agent Interface

.

Call Center - Wallboard

▪ Real time Wallboard

• Service Matrix

• Agent Matrix

• Agent Live Status

• Current ACD Calls

▪ Customizable

▪ Readily available API

▪ HTML and JavaScript knowledge enough to develop own wallboards.

.

ACD Wallboard

.

Voicemail

.

Voicemail – Email Notification

.

Call Center Feature – IVR

IVR Designer

▪ Web GUI based, Drag and Drop, easy to use

▪ Rich IVR Call flow Development

▪ Easy GUI for IVR Designer users/developers

▪ Easy to Integrate any ODBC Supported Databases

▪ Third-party REST API Integration

▪ Office Working/Non-working and Holiday based IVR routing.

▪ Call transfers to Internal/ External numbers

▪ User self-Voice recordings

.

IVR Designer – Scheduled Based Design

.

IVR Designer – Third Party Integration

.

IVR Designer – TTS Audio Generators

.

Call Center Feature – Dashboard

Real Time Dashboards

▪ Real Time statistics displayed on Dashboards

▪ Role based user login (System Administrator, Administrator Quality

manager)

▪ Easy of User extensions and Gateway configuration

▪ Active call monitoring

▪ User Audit logs

▪ Service Status Monitoring

.

Admin Dashboard

.

Admin Dashboard

.

Call Center Feature – Reports

Detailed Historical Reports

▪ Out of the box detailed reports

▪ Complete track of interactions and agent activity

▪ IVR Reports

▪ ACD Reports

▪ Outbound Reports

▪ User activity reports

▪ Call back and abandoned report

▪ Customized reports as per required templates

.

Call Center Reporting

.

ACD Reports

Available Fields

▪ Call Start Time

▪ Call Status

▪ Service name

▪ Agent Id

▪ ANI

▪ DNIS

▪ Call End Time

▪ Disposition

▪ Remark

▪ Queue Time

▪ Talk Time

▪ Wrap Time

.

Agent Reports

Agent Break ReportAgent Login Report

.

Call Center Feature – Administration

Web based System Administration

▪ Admin Dashboards

▪ Role based user login (System Administrator, Administrator

,Quality manager)

▪ Easy of User extensions and Gateway configuration

▪ Active call monitoring

▪ User Audit logs

▪ Service Status Monitoring

.

Call Center Feature – Administration

▪ ACD Service creation

▪ Outbound Service for Manual Dialing

▪ CRM URL Popup configuration

▪ Agent Breaks

▪ Call Dispositions and Disposition Groups

▪ Workgroup

.

Adam UI - Users

.

Admin UI – ACD Services

.

Admin UI – Call Disposition

.

Admin UI – System Service Management

.

Call Center Quality Features

▪ Built in IVRs script for Quality Survey

▪ Quality Survey Reporting Enhancement

• Survey Reports

• Standard NPS Results

.

Quality Survey Report

Standard NPS results

.

Quality Management Features

▪ Voice Recording

▪ Search, play, download/export historical recordings

▪ Quality Evaluations

• Evaluation Scorecard Templates

• Evaluation results

.

Quality Management – Call Recording

.

Quality Scoring & Evaluations

.

Quality Scoring & Evaluations

.

Quality Scoring & Evaluations

.

Call Center – Feature Roadmap

▪ Call Transfer To Agents/ACD/IVR Service

▪ Call Transfer To External Numbers

▪ Call Conference

▪ Agent Productive Break

▪ Workgroup - Multiple Owners

▪ Agent Call Monitor (Call Barging)

▪ Recording Pause and Resume

▪ Service Schedule with Reroute Options

▪ Queue Messages.

Contact Us

Sales

Tanmoy Das tanmoy@tecnomic.com

+65 9128 7081

Jay KumarJay@tecnomic.com

+65 9839 1437

Tecnomic Systems Pte. Ltd.#08-12, Cendex Center, 120 Lower Delta RoadSingapore

Product & Technical

Bilal Siddiqui bilal@tecnomic.com

+61 4358 99001