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Siemens Telephone Systems - Call & Contact Centres
Any organisation that takes orders or enquiries over the phone is effectively using an informal Call Centre. A more formal Call Centre may have scores of people and a lot more technology but its basic aim of processing the maximum number of successful calls with the minimum number of people is similar. There are normally more lines than Agents so that callers queue for a free Agent. Contact centres handle Email & Fax enquiries as well as telephone calls.
Whether your need is for a small informal Call Centre or a 150 person contact centre Siemens Hipath 3000 can meet that need. All the Hipath 3000 range of systems have a wealth of features included, many at no extra charge, to process incoming calls in the most productive manner including:-
- Uniform call distribution UCD ensures that calls are evenly distributed among a group of Agents.
- Free Call Flow with first class headset facilities engenders an environment of quiet concentration and maximises the number of calls per Agent.
- Comfort announcements with music on hold gives confidence to a caller that they will be attended to.
- Real time statistics can be displayed on wall boards showing Agents and supervisors information like how many calls are queuing as calls occur
- Real time statistics allow a supervisor to bring in more Agents if required.
- Historical statistics give information such as average call handling time and number of calls answered per Agent.
- CTI facilities increase efficiency by having a customers information to hand as the call is answered (Screen Pop)
- Callview navigator can route calls according to the number dialled, CLI or a field in a database (Skills based Routing)
- Home working Agents with all the same facilities as Agents in the office
- Agents in a group can be on different Hipath 3000 sites
- Agents can log on to any telephone extension on the system
- With Callview Emails and Faxes can queue for attention in the same way as telephone calls
- Powerful incoming call management facilities makes sure calls are answered efficiently in less formal environments without dedicated Agents.
- The Hipath 3000 also supports powerful solutions for outbound Call Centres such as predictive and progressive dialling.
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