TeleVoice Computer Telephony Integration (CTI)
products can take your call center to the next level of efficiency
and customer satisfaction…without breaking your budget.
Self-Service with TeleVoice IVR
Your customized IVR solution from TeleVoice comes
with a powerful feature that no other vendor offers: the experienced
team of TeleVoice consultants, programmers, developers, and voice
talent. With experience designing and maintaining hundreds of IVR
applications since 1986, our veteran staff lives and breathes IVR
best practices. We’ll work with you to design an IVR application
that will maximize self-service opportunities, reducing the number
of calls that your agents must handle.
Your TeleVoice IVR system can:
• Interface with your backend systems or systems using any
of a variety of protocols
• Make use of touch tone or Speech Recognition input
• Create complex documents on the fly and fax them instantly
to call-provided fax numbers.
• Monitor call activity in real time from any supervisor workstation
• Capture a wealth of data on every call to allow for careful
analysis of usage patterns
Center Efficiencies with Screen Pops
How much could you save if you could shave 15-20
seconds off the average length of calls to your call center? That’s
exactly what screen pops with TeleVoice CTAgent have done time and
again for many cost conscious call centers.
Interfaced with your existing phone switch, ACD,
and IVR, TeleVoice CTAgent is designed around flexible, proven CTI
(Computer Telephony Integration) technology. TeleVoice follows every
call as they are routed from your IVR system to live agents. As
a call arrives at an agent’s phone, CTAgent “pops”
an appropriate screen, populated with the caller’s information.
Valuable time is saved, and customer satisfaction improves.
Even better, TeleVoice will customize CTAgent
displays to fit your call center environment. Need soft phone functions
for transferring calls with the click of a mouse? No problem. How
about popping up a second window with a customized greeting script
based upon DNIS? Sure. Our development team will work with you to
maximize the benefits of Screen Pops for your call center.
Need more incentive? How about stunning ROI? In
most cases, CTAgent will pay for itself within just a few months.
||Get More from
Your Existing Systems with Enhanced CTI Products
Sometimes it’s tough to get a handle on
your own day-to-day call center operations. Switch and ACD reporting
is lacking and options for real-time views of agent activity are
overpriced. TeleVoice has the answers.
supervisors and managers can access real-time
Lists from their own workstations. They can see each agent’s
name, current queue assignment, current call status and the elapsed
time spent in that function. All in an easy to read graphical display
that updated in real time.
Need a closer look at an individual agent’s
activity? Just click on the name, and a
detailed report pops right up. The Agent Detail screen shows each individual agent’s call stats
via specific measurements, statistical information, color codes,
and consolidated graphs.
Tired of inadequate switch reporting? CTReport
collects and stores detailed call information from your phone switch,
then continuously massages and organizes it to give you clear, comprehensive
historical reports. Drill down as deep as you need to generate reporting
that’s really meaningful. It’s all at your fingertips
thanks to CTReport.
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