Contact Centre

Contact Centre Solutions

The SV9000 Series ACD facilitates handling high call volumes with a minimum number of resources while reducing caller hold time and distributing call volume evenly among employees

Advanced call handling

Callers are given the option of either leaving a message for agent callback or holding for an agent. Callers hear initial and repeating announcements encouraging them to remain in queue, preventing callers from hanging-up and reducing lost calls and helping improve employee efficiency.

The PC-Based Supervisor with Reports feature can be used for agent scheduling, business analysis and improvement of scheduling efficiency. The reporting package features an easy- to-use PC interface for compiling, analysing and managing information.

Intelligent customer service Intelligent customer service

Boost customer service and agent productivity by routing calls based upon the incoming line, how long the call has been waiting, and the time of day the call is received. Special customers can be provide with special in-dial numbers and the ACD system recognises these callers as high-priority and places them at the front of the queue.

The SV9000 Series ACD also automatically logs agents into selected groups determined by time of day.

The SV9000 Series ACD helps speed call processing and improves agent productivity. Once logged in and using a headset, agents are automatically connected to the next waiting caller as soon as they finish their current one

Agent Monitor
 
 

Enhanced efficiency

The SV9000 Series ACD can be configured to enable callers waiting in queue to dial another extension, ACD Group, or voice mail box during message playback. Callers presented with customised choices tend to be more satisfied with the level of service received.

Real-Time Desktop Interface Display The SV9000 Series ACDs real-time display provides a simulated wallboard. It instantly provides supervisors with Reports

A wide range of user-defined SV9000 Series ACD reports, graphs and tables are available to users to enable them to enhance their business management. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand and are listed below:

Reports

both queue threshold and agent information on their PCs.

Supervisors and authorised agents can use the agent desktop application to text message important information to agents or groups. Access to instant ACD information improves agent performance and reduces training time without increasing business costs.

A wide range of user-defined SV9000 Series ACD reports, graphs and tables are available to users to enable them to enhance their business management. These reports, graphs and tables may be scheduled or produced in graph or text format on-demand and are listed below:

  • Agent Performance Summary
  • Agent Traffic by Hour
  • Agent Call Summary
  • Agent Login/Rest Timeline
  • Group Call Summary
  • Group Call Summary by Hour
  • Group Call Summary by Day
  • Group Call Traffic
  • Group Call Traffic by Day
  • Group Call Traffic by Hour
  • Calls Overflowed into Queue
  • Abandoned Calls
  • Abandoned Calls by Hour
  • Abandoned Calls by Day
  • Group Service Level
  • Group Service Level by Hour
  • Group Service Level by Day
  • Call Detail by Queue
  • Individual Call Detail
  • Calls Dialed out of Queue
  • Calls Overflowed out of Queue
Agent Desktop Application
 
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