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Texonic Information Systems (Pvt) Ltd Ver 4.0
Call Centre +
Call Center Architecture
Agent Popup Agents
LAN
Call Center server
PSTN
SIP/ ISDN pri
• Proven and 15+ years experienced
• Fully Customizable solution
• All-in-One solution
• TiVA offers many features compared with PBX based call centers.
• 24 x 7 support
• Many unique features.
• Scalability and upgradeability
• Support SIP, ISDN, Analog
• Integration with any database / CRM / etc
Call Centre +
Auto attendant / IVR • Multilingual
• Auto day / night mode selection
• Holiday calendar
• CLI
• Black list table
• General voice mail box
• Unlimited menu levels
• Text to speech
• ACD/ UCD
• Skilled based routing
• CLI based routing
• Priority based routing
Call Centre +
Call routing features
TiVA CRM
• Customized solutions for any industry
Call Centre +
Agent Popup
Call Centre +
Caller details Duration
Language
Missed calls
In calls
Out calls
Buttons
Ref. number
User
Agent Popup features
Call Centre +
• Login • CLI (Caller number) • Name of the caller • Address in 3 lines • Contact number • Email address • Reason/ Type • Area/ Product • Order and call history • Search customer • Add new customer • Add new number to existing
customer • Call back reminders • Breaks • Logout
Optional - Agent pop up features
• Reference number generation
• Merge selected details and SMS
the message
• Call back dialer
• Click to dial
• Progressive/ Predictive dialer
• Additional data inputs/ drop down
selections
• Add locations in google map
integration
Supervisor / Wall board
Call Centre +
Wall board with Queue management
Call Centre +
Voice logging • Voice login with tags
• Logger search engine
Call Centre +
Other features
• Call whispering / barging / supervising
• Android based JAVA applications
• Different hold music based on language / product
• Support 10 priority levels
• CDR
• Backup and archive
Call Centre +
Integration
• SMS integration
• Email Integration
• Social media integration
• Support any database (MS SQL / Oracle etc.)
• Voice and data integration with any PBX / Cisco Call Manager
• Third party CRM
• Integrated ordering, Hotel PMS, Delivery POS applications
Call Centre +
Reports (More than 20)
Call Centre +
• Answered / missed /Abandoned detailed and summaries
• IVR breakdown
• Agent / group performance
• Answered / abandoned list
• Ring time (answered time) analysis
• Most and least calls with details
• Skill based
• Average answered / wait time
• Queues analysis report
• Agent login/ logout/ breaks
• Hold utilisation
• Call Centre Agent Adherence report
• Hourly call count
• Tailor-made reports...
Sample reports
Call Centre +
APAC office: Blk 12, Lorong Bakar Batu, #04-09,
Singapore 348745
Tel: +65 6842 5800
Support office:
No. 113/12, Dutugamunu street,
Colombo 06, Sri Lanka.
Tel: +94 115667900
TiVA solutions
Web. www.ticti.com Sapro solutions
Web. www.saprosolutions.com
Thank you.