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Cloud Telecoms for Flexible Working, Productivity and Resilience - Manager and Agent Console | Blended Campaign Dialler

PhonePresence Cloud Communications

For the Call Centre

Blended Campaign Dialler

The Blended Campaign Dialler is the ultimate productivity tool. Managers can schedule multiple outbound call campaigns. Calls are presented when inbound calls fall below a preset threshold, so you can make sure you always have enough agents available to take inbound calls. Alternatively, you can dedicate individual agents to outbound calls only, or the Campaign Dialler can solely deal with outbound calls.

Campaigns can be scheduled using drag-and-drop on an intuitive calendar-based interface. So a campaign can be set to run on Thursday morning between 9 and 12, for example, and be scheduled to repeat. Or it can run at some date in the future, so you can plan ahead. Campaigns can overlap, or run back-to-back for comparison purposes.

Before a campaign call is connected, the agent will get a popup on their screen detailing the person they are calling, together with any notes, and they will normally click a button to proceed with the call.

The Campaign Dialler is one of a number of outbound calling tools available within PhonePresence Call Centre.

Callbacks allow managers to assign outbound customer calls to agents after an inbound call is missed, so that every inbound call is guaranteed a response - easily done by dragging the missed call record on to an agent icon.

And callers can request a callback rather than wait in the queue, a technique sometimes known as QueueBusting. This means that PhonePresence smooths out peak periods and still gives callers the service level that you are committed to. Or an agent can allocate a callback to another agent, together with notes that will pop up when the callback happens.

A better solution than the Post It, and one that can be tracked through the management reports.

Call Centre Agent Console

Agent Console

Version 1.2 of the Agent Console brings together all the controls needed by an the agent to manage their calls. It now includes an integrated softphone, so there is no need to switch between so many application windows.

The Agent Console allows the agent to manage their current status and view those of their colleagues in real time. A call history gives access to answered calls and recordings when something important was missed. The new optional 'disposition code' (also known as 'wrap-up code') module allows agents to label each call received. Managers can run reports on call outcomes.

The Manager Console adds an overview of the Call Centre or managed group as a whole, including live access to call lists and agent statuses. There is a comprehensive range of reports and live graphs showing how the call centre is performing, together with key performance totals for the day. The Manager Console together with the Wallboard gives a window on the PhonePresence call centre.

Call Centre API

X-on Call Centre API

Integration with CRM tools and other cloud based and desktop software is now easier with a new release of X-on's Call Centre API. This means that inbound and auto dialled calls can bring up customer records as the call is answered. Dialled calls can be made by clicking on customer phone numbers without having to rekey.

In some cases, more complex integration is possible by appending call detail records, or even call recordings, to the data stored in the CRM system. Integration with other cloud based CRM systems such as Salesforce can be accomplished.

X-on offer consultancy and integration services for PhonePresence Call Centre customers, and your account manager will be pleased to discuss the benefits that integration can give in terms of call handling efficiency.

Timers and Call Control

For the Small Business

The PhonePresence User Interface has been given a complete facelift for 2014 with a more contemporary look and feel and integration with modern browsers. Each user has a web login which can be used to monitor call activity throughout the organisation and advise which colleagues are on the phone. The console gives access to voicemails, call recordings and details of missed calls.

PhonePresence can work with existing fixed or mobile phone systems, but increasingly it has become the 'whole system' of choice. The built-in VoIP softphone makes calling easier from the desktop.

On mobiles, an X-on SIM or softphone can be used to ensure that all inbound and outbound calls are managed through the X-on network, meaning one bill for all and optimal call costs.

For 2014

Blended Campaign Dialler

On the road map for 2014, the emphasis remains on the User Interface to manage productivity and improve communication. New tools will be available to ensure the optimal number of staff are available to handle calls and meet Service Level Agreements.

Graphical Displays allow a manager to drill down into agent time utilisation, making PhonePresence Call Centre the basis of a complete Workforce Management system. PhonePresence will still be offered as a complete hosted Cloud Solution, but there will be an integration with Cisco CUCM for customers not ready to take the plunge to a completely hosted solution.

A new version of X-on's Mass Notification Alert product will be released with fixed and mobile interfaces to manage incidents on the move. We have been providing hosted Alert systems for routine and emergency notification for over 10 years, and with feedback from our clients will be improving the product with a renewed interface and third party API. Important in this will be usability from mobile devices to provide a control hub on the move.

X-on's Business Continuity products sit well alongside the Mobile Call Centre, which is a complete hosted Call Centre system operating completely over the 3G or 4G spectrum, allowing deployment within hours to cope with short term emergencies.

In the corporate environment, we will be launching the 'Operator Console' which allows one or more operators to manage calls for the entire organisation, as a traditional operator does, but with the advantage that the organisation can be distributed throughout the globe and the 'operator' can be at any fixed location where there is access to the Internet.

Call Sales on 0333 332 0000 for advice on how PhonePresence Services can improve your Business Communications.