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Smartfon Call Center

Smartfon Call Center is a system to manage complex outbound call center. It is dedicated to call center with sales campaings, telemarketing activity and many others. Web-based system combines features of CRM system, call registrator, CTI and skrypter tool.
 

Smartfon Call Center modules:

• Campaign Management Module
• Agent Module
• Real-Time Monitoring Module
• Reporting Module

 Agent Module

•  It is based on web technology and is equipped with a mechanism for authentication. Each agent logs on to your profile using the username and password
• For outbound campaigns (outbound), the application may work on some occasions modes (Preview, Progressive, Power and Predictive):
  • Preview - application is organized as a wizard, consisting of the states. Agent leading a call goes alone to the next state
    • The first state. Retrieve a record from the database and start compiling a call. Presented data are the contact to which the call is to be executed (eg, name, name of institution, because of the content of conversations). In this state there is a "Call" button that initiates the connection with the contact
    • The second state. Including the script calls, the ability to correct the contact and address data fields describing the outcome of the call (eg. write an invitation, call later, it is not interested)
  • Progressive - agent expects to talk to someone seeing the system performs the connection attempt - the system selects the route by route in anticipation of the call statement:
    • The first state. Agent expects to talk to whom he is seeing a connection
    • The second state. Connection and conversation - Agent is talking. Status contains the script calls, the ability to correct the contact and address data fields describing the outcome of the call (eg, write an invitation, call later, it is not interested
  • Power - agent expects to talk to - the system chooses two or more connections to one agent, the first to connect to transmit to the Agent, rest breaks, and expects to complete talks by the Agent, then re-dials multiple calls. Stocks:  
    • The first state. Agent is waiting for the call. He does not know who will talk
    • The second state. Connection and conversation - Agent is talking. Status contains the script calls, the ability to correct the contact and address data fields describing the outcome of the call (eg, write an invitation, call later, is not interested 
  • Predictive - agent expects to conversation - dialer system selects multiple connections to multiple agents, combined to provide a free call telemarketer

• The first state. Agent is waiting for the call. He does not know who will talk
• The second state. Connection and conversation - Agent is talking. Status contains the script calls, the ability to correct the contact and address data fields describing the outcome of the call (eg, write an invitation, call later, it is not interested)
• Searching the database
• Access to the Callback and confirmations
• Full information about the campaign, the number of call backs and endorsements for today, the number of available records and realized success
• An agent can also have access to your calendar (appointments for business speakers / dealers), with automatic dispatch the note by SMS

 Campaign Management Module

• creating a campaign of telephone
• defining features of the campaign: the number of attempts to reach, the algorithm records administration,
• assigning agents to a campaign
• agents limits the definition of success
• chat scripts, forms and questionnaires
• assigning records to the campaign
• giving priority to records
• automatically carry out analysis of the accuracy of numbers of records in the campaign
• export completed after the end of the campaign

Monitoring and Reporting Module

• real-time preview of the agents: free, talk, incoming call
• eavesdropping conversation by any agent
• inclusion in the conversation of any agent
• reports summarizing the work of each agent: the number of connections, successes, working time
• detailed reports of calls for each agent

Administrator

• creating users and granting them rights and roles (administrator, manager, agent)
• import data from csv file format (eg MS Excel) to the database
• Duplicate check in imported data
• synchronization of data with csv files
• define custom fields in the database