Call Centers

Call Center Solutions

Where traditional Call Logging & Call Management systems require software...

nexogy offers Call Accounting & Live Call Agent for our customers who know that in order for your business to be successful, sometimes managing it means you need to measure it. With our Call Accounting feature, every time a person calls your business phone number or an employee makes a call from your office, Call Accounting captures the caller's phone number, date & time, dialed phone number and caller location.

And with our Live Call Agent feature, and all that implies, your business will now set itself apart with an increased level of customer service and professionalism! Integrate a Hosted Call Center today! Other features of Live Call Agent include: Call Distribution, including Hunt Groups, Queue Routing Types and Overflow Actions.

Calls always answered

nexogy's Hosted Call Center application provides a valuable integrated hosted service for those business customers who have a help desk, order entry department, or any contact group, especially with variable or seasonal call volume. Instead of lost calls, busy signals, and expanded staff to accommodate peak periods, the Hosted Call Center application handles incoming calls in an orderly and professional manner, whether agents are immediately available or there is a period of call overflow.

Automatic Call Distribution (ACD)

The Call Center receives calls coming into a contact group and distributes the calls among agents of the company assigned to that group, whether the agents are in the call center, working from home, or at other remote locations. The automatic call distribution (ACD) capability helps with busy call periods to present a professional customer interface and maximize caller satisfaction. Service providers can easily configure multiple queues per agent, with custom choices for announcements, time of day routing, and music-on-hold, meeting customer needs and call-center capital expenditures.

Calls better handled

Calls are always answered in the order they were received and callers only have to remember a single number to call. Incoming calls roll to the first available agent for the most efficient response time. With the nexogy Hosted Call Center, any number of ACD queues and agents to a queue can be set up.

Queue routing types include:

• Longest idle: calls are sent to the agent who has been idle the longest
• Top-to-bottom: calls are sent in top-to-bottom order as defined in service administration
• Round robin: calls are directed to the first- through last available agent in the queue

Music on hold

While waiting for an agent or employee to answer, callers can hear a mixture of voice menus, music on hold, advertisements, and break-in (multi) announcements. If all lines in a queue or hunt group are busy, an announcement and music mix will play until an agent is available.

The standard announcements can be used, or custom announcements can be set up easily, tied to a call-routing plan, and then recorded from a phone. Background music can be selected from files provided or from an external music-on-hold source.

Unlimited Calls

The maximum number of calls in a queue defaults to "unlimited." If a limit is set, then an overflow action must be set. The overflow actions may be an announcement and then disconnect, route to voicemail, roll-over to another line, hunt group or queue, or route based on time-of-day or day-of-week rules.

 

Monitor, Coach and Barge-In

Monitor, Coaching, and Barge-In features allow an authorized Supervisor to intercept an active call of an authorized Agent. The Supervisor can silently monitor, coach the Agent or can talk to both Agent and Customer. Though these features are widely used in a Call Center environment, these are not limited to ACD queue calls or ACD agents. Any phone in your office can intercept an active call on another phone in the same partition provided the authorization requirements are met.

• Monitor: the Supervisor can hear both of the other parties without the Agent or Customer knowing they are being monitored.
• Coach: the Agent can hear the Supervisor without the Customer knowing the Supervisor is on the call.
• Barge-In: the Supervisor will join an existing call and converse with both parties

 

Other features

Since the Hosted Call Center is a VoIP solution, agents using the Web Portal have mobility by easily being able to:

• Reassign a phone, such as when moving to a new or temporary desk, with complete services following the assignment
• Physically relocate an IP phone to any other broadband connection with services following, such as when moving desks, or when working occasionally from home or another location
• Use the remote phone feature to continue to answer calls for the call center while on the way home, running errands, or while on another call at home.

Agents as well as supervisors can be provided a visual indication (phone dependent) of how many calls are waiting in queue, which can replace or be used in conjunction with call center wallboard applications. Supervisors can use the Night Service key (phone dependent) to temporarily or permanently change Queue routing in the event of an emergency.