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Inbound and Outbound |
Our Inbound and Outbound solutions can...
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Help your business improve productivity |
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Create opportunities for value-added customer experiences |
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Decrease the time period to bring new capabilities to the market for a clear-cut competitive advantage |
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Interactive Voice Response |
With unified communication, Software Bellvantage understands that you need to control costs whilst providing the best possible customer experience. We offer full-featured IVR solutions which use PSTN and Voice over IP (VoIP) connectivity to deliver self service in new and innovative ways:
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Reduce staffing expenses and increase agent productivity by automating routine requests |
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Build customer loyalty by giving repeat customers fast access to information |
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Increase overall capacity without increasing costs or personnel by offering additional in-queue service options |
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Provide customers with real-time access to information and services 24x7x365 through automation |
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Improve customer satisfaction with intuitive services driven by speech recognition and text-to-speech |
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The Automatic Call Distribution(ACD) |
We bring to you the automatic call distribution (ACD) capability to provide inbound contact centre functionality. It intelligently routes callers to the available agents based on the dialled number, caller identification, available agents, customer profile, service levels or user-defined business rules. The ACD also helps manage overflow routing and call re-routing based on queue statistics.
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Automated Call Recording Service |
Do you need to monitor, record, score and analyse? Whether it be for quality control or compliance purposes, our recording and quality management functionality provides your contact centre with the necessary tools.
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Why Skills-Based Routing? |
Because....
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This functionality matches the most appropriate agent to each call |
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Rules-based routing applies a single set of business rules across all contact channels |
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“Specific agent recall” delivers the customers who are calling again, back to the same agent who handled the original contact |
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Out Bound Dialling |
Our predictive dialler functionality:
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Delivers automated, predictive, precision, progressive and manual dialling options to manage outbound calls |
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Provides pacing controls to comply with regulation |
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Operates a variety of campaign and list management strategies |
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Ensures accurate voice, fax, modem, pager and answering machine detection |
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Leverage these capabilities to make your outbound call centre services highly successful:
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Multiple dialling options – predictive, precision, preview, blaster, manual, agent-less, goal-based quota control and manual |
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Industry-leading voice, fax, modem, pager and answering machine detection with up to 95% accuracy |
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Flexible campaign and call list management |
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Transfer speeds that enable regulatory compliance |
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Outbound speech-enabled voice portal for automated contact, virtual agents, emergency messaging and proactive customer service |
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