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Equipped
with sophisticated technology and system that completes
with auto calls distribution and phone recording, our Contact
Centre is highly integrated to the data warehouse and fulfillment
system. With more than 100 seaters capacity, the contact
centre has well-trained professional agents that are able
to provide Inbound and Outbound Contact Management. From
Customer Service Management to Telesales Management, Relationship
Management to Contest Management, we can tailor a contact
centre solution for our client’s needs.
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The contact centre is powered by the following system capabilities:
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Automatic
Call Distribution
Automatically provides numerous options for inbound
routing based on the dial number (DNIS), calling party
(ANI), available agents, customers profile, multi-level
skilled based routing, overflow-routing, universal
queue routing, service level and user-defined business
rules. |
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Automatic
Outbound Distribution
Automatically provides multi dialing options, including
predictive, preview and manual dialing, recognize
and detects positive voice, fax, modem and pager answering
machine, flexible campaign and call list management |
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Interactive
Voice Response (IVR)
Provides advanced technologies such as text-to-speech
and voice recognition. It gathers customer information
and matches it with data from back-office systems
to fulfill customer inquiries or requests, without
the need to transfer to a live agent. |
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Voice Mail |
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Lyrical
Scripting
Enable us to develop and deploy new scripts according
to the requirements of the campaign. |
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Email Management |
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Web Chat Collaboration |
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Multimedia
Blending
Allows universal blending to allocate agents to other
job duties during lull in incoming traffic. Agents
can handle a range of customer interactions such as
inbound calls, outbound calls, emails and Web chats
from the same workstations |
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Multimedia
Recording
Integrated recording which allows agents to record
voice, chat and collaboration sessions with customers.
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Multimedia
Reporting
Delivers a comprehensive perspective of agent and
contact centre performance. |
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