Schematics |
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Iristel’s Call Center provides an integrated, full-featured solution with all the benefits of Iristel’s advanced voice and multimedia applications.
Iristel can offer businesses a hosted Call Center solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich call center anywhere in the world—with no hardware, software or upfront capital expenditures.
Iristel’s ACD (Automatic Call Distribution) solution allows businesses to build on-demand, virtual hunt groups and queues, where users can span multiple sites and receive calls on any device, including mobile phones.
This solution supports any environment, from a small informal workgroup or individual that needs basic call distribution, queuing, and simple reporting, to advanced Call Centers that use Auto Attendants, desktop clients, real-time monitoring and in-depth historical reporting.
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Iristel’s ACD and Call Center application provides an integrated, flexible ACD solution for individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location.
Scalable – ACD groups are defined on Broadfone Platform, which allows for larger groups, groups that span multiple sites and agents that work in multiple locations.
Affordable – A hosted service, with an affordable monthly fee structure, allows small and mid-sized enterprises to access advanced ACD and reporting capabilities, without the high capital costs of an on-site solution.
Flexible – Enterprises can define ACD groups that best utilize their resources, instead of having to define ACD groups around physical locations. Define skill groups that include agents from any site, or include mobile users in ACD groups.
Key Features |
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| • Web-based Administration – Single point of entry for configuring and managing all Broadfone services and client applications from any location.
• Auto Attendant – Flexible routing of incoming calls to direct callers to the appropriate group of agents, or other options. • Flexible ACD Engine – Fully integrated into Broadfone, the automatic call distribution provides intelligent call routing and queuing, based on agent availability, line state, and ACD group settings. • Entrance Greetings and Queue Announcements- Greet callers with a customized greeting, periodic comfort announcements, and Music/Video on Hold. • Configurable Call Handling Options – Multiple options for bounced, stranded, or overflow calls, including escape option for callers. • Alternate Routing Options – Multiple options for handling calls after business hours, on holidays, or in temporary overload conditions. • Agent and Supervisor Clients- Intuitive client interface for greater agent productivity and management oversight. • Basic and Advanced Reporting Options- The Call Center solution provides both Basic Statistics, using the web portal and daily emailed reports; or Advanced Reporting, with in-depth real time and historical reporting options. |
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Pricing |
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| Hosted PBX
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Call Center
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| The Call Center represents an add-on feature to the Hosted PBX. Cannot be purchased separately. |
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For the Enterprise Customer:
• Improve Customer Service- Ensure all incoming calls are serviced efficiently under any network condition and at any time.
• Cost Savings – Hosted ACD service is dramatically less expensive than premises-based ACD platforms, both in capital costs and ongoing maintenance costs.
• New service options – Offer ACD and Call Center services to businesses that could not afford ACD platforms in the past, or introduce reporting options that were not available on legacy platforms.
• Create Virtual Call Centers- Establish call centers anywhere in the world, just with a broadband connection—without additional hardware, PC-resident software or traditional phone lines.
• Offer 24x7x365, Follow-the-Sun Customer Care- Ubiquitous services with a single number for distributed call center locations.
• Business Continuity & Minimized Costs – Agents can receive inbound calls on alternate devices, even when their main worksite is offline – offering a smart way to increase staff without renting office space.
Additional Capabilities
• Agent Mobility – The IP Mobility feature allows agents to receive calls from anywhere, at anytime. Since the calls remain on Broadfone, call states are tracked and reporting measurements are captured.
• Unified Messaging – Broadfone Messaging is fully integrated with the Call Center application, enabling users to retrieve voice messages via the Voice Portal, or via emailed messages.
• Conferencing – Broadfone Conferencing is fully integrated with the Call Center application, allowing agents to quickly escalate calls, or engage additional resources. Supervisors can utilize the Instant Group Call service to immediately contact all the agents in an ACD group.
The Call Center main interface is generic for both client applications. Some of the functionality is available only to the supervisor.
Automatic Call Distribution (ACD/Call Center)
Iristel offers an ACD feature set that includes hunt groups, call queuing when all users are busy, and no-answer treatments.
Auto Attendants can be used to route callers to the correct group of agents, such as sales or technical support. Iristel can expand the capabilities of legacy call centers by allowing call center agents to be geographically distributed. Agents can take calls from home, a satellite office or from mobile handsets.
Call Center Agent and Supervisor
Any Broadfone user has access to ACD and queuing functionality, which can be enhanced with the ability to set ACD state (sign-in/out, available/unavailable, wrap-up) through a web portal or their phone, or use a sophisticated desktop client application that provides integrated call control, click-to-dial, and ACD state management functions.
Broadfone’s simplified interfaces let call center agents answer, direct and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.
Reporting and Monitoring
Broadfone supports the reporting needs of any size environment, ranging from basic agent and queue performance statistics via the Broadfone Web Portal and daily emailed reports, to advanced on-demand reports and real-time monitoring of Call Center Agents and Queues using the desktop clients.
Customers that previously had no access to incoming call details can now forecast staffing requirements to meet anticipated call volumes, and formal call centers can maximize customer satisfaction using reports that allow them to effectively manage their agents and monitor Key Performance Indicators (KPIs) for their queues, while managing costs.
Preset reports show agent activity, call duration, login/logout actions and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity, such as call abandonment rates and averages of time to answer, wait time and call duration.