| Overview |
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Bay Talkitec's SmartCall is a unified system that controls the IVR process and transforms a contact center from handling just voice calls to a sophisticated 'contact center' capable of integrating and handling phone, fax and even e-mail. SmartCall's most unique feature is that it can operate on Linux and Windows and it supports Dialogic® Host Media Processing (HMP). |
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| SmartCall Features |
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Enterprises prefer applications that can be controlled and maneuvered according to their individual requirements. It thus becomes necessary to look at options where the user can control basic functions to tweak the application as per requirement. Bay Talkitec's SmartCall is a total solution with flexible modules to be added for easy customization for Popup Screens, reporting and even database integration. SmartCall is an integrated, single box solution which leads to low cost of ownership.
- IVR
- Agent Scripting Tool
- Automatic Inbound Call Distribution with Skill Based Routing
- Outbound Dialing
- Voice Logger and Voice Mail
- Agent Monitoring, Training and Conferencing
- SMS
- Web Call
- Fax
- E-mail Management
- Database Connectivity
- Speech Recognition and TTS
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Intelligent soft switch |
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Intelligent soft switch
houses
the telephony hardware connected to the telephone lines; receives
the incoming calls and dials out the Outbound calls. The System
comprises of : |
- ACD - Call (Voice, Fax, SMS, E-mail) Routing – Skill, Terminal, Circular and Longest Idle Database Management
- Outbound Dialing
- IVR
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| Intelligent Agent Platform |
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Intelligent Agent Platform is the agent workstation which is used for all customer interaction.
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| Intelligent Web Server |
| Intelligent Web Server handles all the contacts like E-mail and voice over the net. |
| Agent Scripting Tool |
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This allows designing of requisite Screen Popup. Scripting Tool is used
for creation of required Screen Popup by fetching the data from
different types of databases. |
| IVR Application Scripting Tool |
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This allows the creation of customized IVR flow for both the Inbound and Outbound calls. The Scripting Tool allows the user to create
any type of campaign in-house. |
| Functionality |
- Call handling
- Service manager
- Call Recording on demand.
- Voice Mail manager
- E-mail manager
- SMS manager
- FAX manager
- Agent manager
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| Inbound Automatic Call Distribution with skill based routing |
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Handles intelligent call distribution with routing based on agent service
and language skills, besides other call routing rules – Circular,
Terminal, and the Longest Idle Agent based |
| Interactive Voice Response |
| Implemented by the script generated using the Application Call flow Generating Tool, thereby effecting functional transformation of the entire system. |
| MIS |
- Agent Monitoring – Silent, Coach, Barge-In
- Call Table Import and Export
- Service skill
- External Database Connectivity
- External Application Hook facility
- Fax, E-mail and SMS Composer
- Agent Skill
- Service Scheduling
- Blind and Warm Transfer
- Dynamic Screen Popup
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| Outbound Dialing |
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Incorporates two types of outward dialing features – Progessive
and Preview. |
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| Real Time Monitoring |
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The Real Time Monitoring tool provides real time statistical information on the floor activities. This tool provides agent and campaign wise statistical information.
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| Configuration Tool |
| This tool enables the user to channel his telephony resources for his necessity. |
| Features |
- Support for Dialogic Analog and Digital E1 Voice Processing Interfaces
- Inbound Automatic Call Distribution with skill based routing.
- Interactive Voice Response
- Outbound Dialing
- Voice Logger and Voice Mail
- Customizable Screen Popup
- Connectivity to customer database
- Message recording
- Scripting Tool for IVR Flow and Screen Popup
- Management Information Reports
- Speech Recognition
- E-mail Management
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| Applications |
- Help Desk
- Services
- Financial Institutions
- Telecom
- Distribution
- Travel / Hospital
- Stock market
- Transport
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| Advantages |
- Highly Scalable and Reliable
- Low Capital Investment
- E-mail and Web Management
- Recording Facility in all the channels
- Multimedia blended for agents
- IVR on every channel
- Database Connectivity Support
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