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CALL US TODAY
0845 881 2277
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Splicecom Call Centres
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| Traditionally
a call centre was a place where telephony activities
were centralised, with the aim of cutting costs and
improving marketing and/or customer services. But that’s
all changed – with maximiser a call centre no longer
needs to be in one single location. Call centre staff
(often called agents) can be distributed across multiple
sites, or even countries and continents. |
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Agents can
also be based at home or other remote locations. And
it’s not just about telephone calls any more –
SpliceCom Maximiser’s
Contact Centre solutions allows customer contact via
email, SMS text, web callbacks and/or web chat to be
managed and “blended” with traditional telephone calls.
Every business has a call centre – and every business
can benefit from call centre technology. What ever your
particular need – be it a 2 “seat” Help Desk to 100+
agents spread across multiple sites – there’s a
SpliceCom Maximiser
Call Centre solution that’s absolutely right for you.
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The Informal Call Centre
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Maximiser
provides many advanced Call Centre features “under the
skin.” Automatic Call Distribution (ACD), Skills Based
Capabilities, Call Queuing with entry/update messages
and definable limits, Call Recording, Call Routing on
CLI, multiple Music-on-Hold zones, Agent Log In/Out
and Supervisor Monitoring & Intrude are all supported
as standard. Adding visibility of real-time queue information
through Desktop Clients (for Windows & Mac OS X) turns
Maximiser Departments into Informal Call Centres – ideal
for Service, Support and Help Desks, etc.
The SpliceQueue Desktop Client provides accurate, up-to-date
information on how many calls are currently holding,
wait time for those calls held in queues – and who they
are - real time “agent” status and their response times.
A Desktop Client can be configured to present this information
for a single Department – or all Departments. SpliceQueue
can also provide a visual warning when certain pre-defined
queue parameters are exceeded, for example, if a queued
call were to exceed your target wait time. |
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MultiQueue Wallboard
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| The MultiQueue Wallboard provides a
real-time view of calls for up to eight separate Departments
plus a total for all Departments. Designed to be run
on large wall-mounted plasma screens and PC monitors,
the MultiQueue Wallboard clearly shows the number of
active and queuing calls, total number of calls answered/abandoned
and the longest/average queue times. The MultiQueue
Wallboard can be run in conjunction with, or instead
of, the SpliceQueue Desktop Client, providing a clear,
up to the second view across all queues. |
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The Inbound Call Centre
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| To meet the demand for more formal
requirements SpliceCom have teamed with two of the UK's
leading Call Centre specialists to deliver a complete
range of solutions. Using award-winning and field proven
application suites as a starting point these products
have been jointly developed to address the needs of
Call Centres dealing with in-bound sales and telemarketing
campaigns. SpliceCom can provide all the tools you need
to manage your teams and your business more effectively.
From detailed and configurable real-time statistics,
with alerts to notify staff when volumes increase, to
graphical reports that provide detailed management information
and analysis, Maximiser Inbound Call Centre solutions
deliver best- of-breed call routing, in-depth management
tools and detailed analysis of performance, which add
up to fewer abandoned calls and tasks, lower costs and
greater customer satisfaction. |
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The Multi-Media Contact Centre
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| Every telephone call or email that
goes un-answered is a lost opportunity - and often a
lost customer. SpliceCom provide a completely modular
system ensuring that all methods of customer interaction
- telephone calls, emails, faxes, SMS messages, web
chats and web callback requests - are allocated to the
right person at the right time - every time. By delivering
highly advanced and robust call and task routing, all
calls are handled and answered consistently in a timely
fashion - no matter how they arrive.
SpliceCom's Multi-Media Contact Centre solution for
Maximiser increases customer satisfaction by:
- Identifying customers and types of callers when
they call or email, whilst ensuring that they are
prioritised correctly and allocated to the most
skilled available user.
- Dynamically increasing the priority of a waiting
call or other task so that customers' wait time
is reduced.
- Progressively increasing the number of agents
who can be allocated the call or task, so that even
when call volumes are high, the call will always
be given to someone who can answer that enquiry.
- Integrating the contact centre directly with
your business applications, so that agents know
who is calling and can handle the call more effectively.
- Ensuring that fewer calls are abandoned or lost
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The Outbound Call Centre
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| SpliceCom also offer comprehensive
outbound campaign management, enabling contact centres
to maximise the performance of their data as well as
their agents. The campaign, list and agent management
are seamlessly integrated using intuitive graphical
tools to perform every task - from list assignment to
reporting. Manual, preview, progressive and predictive
dialling are all supported, whilst call blending, allows
outbound agents to handle inbound calls, emails or other
media whenever there is excess demand placed on your
call/contact centre. |
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