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CTI solutions for call centres
The SmartSuite Platform consists of a combination of CTI (Computer Telephony Integration) solutions which facilitate the treatment of incoming and outgoing calls in call centres. SmartSuite is made up of the following solutions:
- CS SmartPop enables each agent/operator to view the information about the call being attended to via computer with data provided from the corporate database.
- CS SmartDialer enables outgoing call campaigns to clients or potential clients to be planned and executed (telemarketing), organising and assigning calls to free agents, thereby reducing the time taken and increasing the profitability and volume of contacts made.
- CS SmartRouting prioritises incoming calls through the use of routing criteria which identifies the caller and selects the most suitable agent to attend to the call such as a personal manager, somebody who speaks a particular language, a specialised technician, etc.
- CS SmartRecover identifies all calls received and enables retrieval of any calls that have been cut off or left unattended. This solution provides automatic recovery of telephone numbers and establishes a recall process, avoiding loss of contacts.
- CS SmartIVR interactive voice response system which automises the telephone response process.
General features
- CTI technology developed by AT4 wireless which provides greater flexibility and can be adapted and integrated into the user company's corporate IT services and applications.
- CTI First Party or Third Party installation architecture.
- CTI TAPI protocol (Telephony Application Programs Interface) or TSAPI (Telephony Services Application Programs Interface).
- Own CTI integration or via CT Connect with telephone switchboards by manufacturers such as Ericsson, Siemens, Nortel, Philips, Alcatel, Avaya, Netcom Neris, etc.
- Windows solution with client / server software architecture.
- Desktop telephony bar.
- Integration in reading or writing mode with one or several corporate databases (ODBC, OLEDB integration).
- Includes screen design tools for agents and generation of sales pitches.
- Programming of one or several outgoing call campaigns (telemarketing).
- CTI analysis and routing of incoming calls to a particular agent or group of agents with a specific profile depending on the telephone environment.
- Includes an application for managing campaigns and monitoring the status of the agents involved.
- Generation of statistics and reports regarding telephone traffic and the number of calls attended to.
- Flexible solutions which can be combined or scaled.
- Integration with IVR applications.
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