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Current Location://Home/Reseller Services/Call Centre.
Call centre introduction:
"Call centre services" - this is an automated attendant
system which can answer calls, offer options to the caller for
services and information and also is able to record information
provided by the caller. IDN offer some of the best call centre
management software on the market available today. Because each
call centre has its own requirements and features you should contact
us with your specific needs. However here follows some standard
basic information about our call centre products.
Call centre management
Description:
Standard call centre management software simply manages and monitors
the progress of calls. Commonly used features include checking
for factors such as:
Quizzing the user for information prior to final destination
of the call
Access database for relevant information on the user
Waiting online prior to a response
Response time of the operator
Call completion
Number of times for repeat use
As stated earlier IDN can custom design a call centre system
around the features you need, simply contact us with your requirements
for your IVR system.
Active integrated response
Description:
This is an advanced IVR system, which enables you to provide
a much higher level of customer service and a much more professional
image. All incoming calls are routed via our intelligent ivr
system, which is linked directly to your corporate database,
which enables customer details to be available. This system can also be
integrated with your corporate web site, allowing incorporation of customer
service facilities such as "call me" buttons. As calls are replied the
customer will be quizzed on services they require and are automatically
assigned a reference number. Customer information is retrieved
from the database and sent to the appropriate customer support
screen and the call is routed to the same customer support operator.
The system is extremely flexible in design, and if required,
all calls are recorded for quality and training. If a customer
has requested contact via web site, the web site form and customer
telephone will be forwarded to the IVR system for calling the
customer and connecting them with their information to the operator.
The system is fully integrated and configurable for customer
support.
Toll free numbers/ premium rate numbers
Description:
IDN can provide national and international toll free numbers
(TFN) or premium rate numbers (PRN) for call centres who provide
a service or valuable information respectively. All national
and international calls can be mapped to their national number
to provide international services from a single point of presence.
Each TFN can be advertised in respective countries for online
support for their products or services
Voice recognition and text to voice response
Description:
Voice recognition services are available for multiple languages
and dialects. This is an ideal service for mobile users who
find if difficult to press the appropriate keys on their handset
to respond to questions. Users can respond verbally to questions
and the system will convert their response to text for delivery
to IVR. This system can also be used to send SMS or email messages
by dictating the text over the phone. Text to voice response
is another ideal service for customers who need to be informed
of prior requested information over the phone or listen to their
emails over the phone.
PDF document
 IDN
calling shop and call centre services PDF document is available
here.
Need help downloading? You need Adobe Acrobat 5.0 or later
to view the PDF documents on this site. Please see our help
section.
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