Business Workflow Management

How Pipevines On Demand Contact Centre works

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Delivered entirely as a hosted service, the complete PipeVines Contact Centre solutions require no specialized hardware or software, no telecom equipment and no up-front capital expenditures, making it an ideal solution for blending in-house, offsite or multi-site agents. Agents require nothing more than a web browser and strong internet connection to access the complete Contact Centre features, such as:

Business Process Management (BPM) on Demand

Tracks and maintains customer data, client interaction and the follow on activities that either resulted in the client's enquiry being resolved, or the outstanding tasks associated with it.

CRM integration - seamlessly integrates with internal and leading on-demand software packages to provide single sign-on, screen pop and outbound dialing functionalities.

You will know who is calling, why they are calling, when they are calling, where they are calling from, how you responded to their call, and how long it took to provide that response or resolution.

Track calls based on topics, reason for call, responsible party, client claim or any other measurable task.

BPM On Demand can support you on inbound or outbound telemarketing campaigns, with tools such as "Power Dialing" within your call centre.

Link to your internal databases and provide metrics based on (say) success rates per call per agent, revenue per client versus use of the call centre, or any other valuable KPI.

Upon an incoming call, interrogate your database systems and present your client's case file, on screen, before you've even picked up the phone!

Call Centre on Demand

Skill-based routing - directs calls, emails, voice mail messages, SMS and web chats to an available agent with the highest skill level to handle that interaction.

Interactive Voice Response - managed through the web administrator interface, the IVR supports multi-tier menus, customer-entered digits, queue look-ahead logic for number of calls in queue and expected wait time.

ACD Queue Reporting - know the up-to-the-minute status of your agents, regardless of their location.

Multi-media management - includes telephony, email, chat and voice mail and helps streamline contact centre operations.

Real time monitoring and reporting - provides critical contact centre activity monitoring tools and gives supervisors the ability to manage their agent teams effectively from any location.

Voice recording and logging - helps companies improve the quality of customer service by evaluating agent-customer interactions.

Historical reporting - generates on demand reports which can be delivered in Excel spreadsheet format.

Software as a Service

Avoid the "Cost of Ownership" trap - of the traditional contact centre model, requiring expensive capital and specialist IT Support.