Hosted Contact Centre On Demand

Fully Functional Hosted Contact Centre

Contact Centre on Demand - Our fully functional contact centre communications platform provides carrier grade voice quality across a hosted network platform. Integrated within this service is functionality across voicemail, voicemail-to-email, inbound and outbound communication lines, Interactive Voice Response (IVR) and unified messaging between offices and branches. To make this an even greater proposition, we integrate Contact Centre queuing, intelligent skills based agent routing, optional voice recording, queue monitoring and activity based reporting

Delivered through a standard web browser, your telephone and your desktop act as one. Active icons within the desktop browser control the agent's telephone to accept inbound calls, or to initiate a new, outgoing call.

The patented solution provides the most comprehensive set of contact center interaction management tools in the market today - multi media routing, universal queuing, tracking, and reporting for inbound and outbound calls. The powerful multi-media universal queuing supports interactions such as e-mail, Web Chats, Web Requests, fax, voicemail and tasks.

Managers and agents can easily refer to customizable wall boards and desktop "tickers" that display queue activity, calls waiting, oldest call and much more. Reports can easily be generated to measure agent and call centre performance against business service level expectations.

 

Benefits to your business



A Complete Hosted Call Center Solution

ACD and IVR combine to create a comprehensive, intelligent solution - that helps you more quickly and effectively address caller needs.

Flexible Voice call routing

Allows flexible routing of incoming voice calls to agents. As your business needs change, so can your call center. PipeVines gives you the tools to make changes any time you need them - and can implement them in seconds.

In Queue Announcements

Up to 20 in queue announcements can be configured to support caller interactions while waiting in queue. Each announcement can both announce information as well as accept caller input to redirect their call to other destinations.

Overflow and Interflow

Provides intelligent options to handling situations - where callers are waiting too long by automatically applying additional resources to answering calls or by diverting callers to alternative service options.

 

Benefits to your customers

Reach the right agent, every time. PipeVines' advanced contact centre capabilities automatically capture relevant information from your callers and direct them to the appropriate agent to handle their call, if needed.

Faster issue resolution.

The state-of-the-art PipeVines voice solution combined with advanced call handling - enables a seamless call experience for your callers to help resolve issues more quickly.

Personalized call experience.

Fully integrated database and CRM functionality through our BPM on Demand product - enables the solution to use specific customer information to customize each call, increase customer satisfaction, and reduce agent load.

Multiple music sources

Enables customization of the callers' experience based on the type of service they are calling about - so you don't send crossed signals or send the wrong messages to different types of callers.

Dynamic Call Handling

Quickly and seamlessly connect your callers - with your agents with PipeVines call handling features.

Call routing allows you to assign calls to agents based on availability, skill, or other factors to insure calls are handled quickly and effectively.

Call transfers enable you to seamlessly connect callers to agents regardless of location- in the office, at home, on a mobile phone, or anywhere else in the world.

Real Time management and Advanced Call Administration

Comprehensive features within your PipeVines system make it possible for you to design and deliver a world-class call center experience.

Simple agent check-in and check-out over the phone or web help manage agent availability.

Database integration enables the retrieval of caller information to facilitate the call process, and captures information you request.

Provides an advanced real-time management tool and reporting solution for managers and supervisors to optimize their call centers. Gives a comprehensive view of what is currently happening in the contact center and provides the tools for correcting identified problems.

Advanced reporting

Track activity in real-time and build customized reports to meet the needs of your business.

Customizable reporting templates allow the selection and scheduling of pertinent data for automatic reporting.

Monitor agent activity, call queues, and other key metrics - in real-time to better understand and manage the call experience and agent workload.

Export data to Microsoft Excel™- to further analyze and share your results.

Quickly set up your application to record calls for archiving or training purposes.