Call Center Software

 

 

 

BTI Communications Group can help you with your call center software requirements.  Whether it's a 3 seat informal contact center, or a 1000 seat inbound/outbound call center with multi-lingual agents, we can provide you with the proper solution.

Here are a few of our most powerful applications that we implement in our customized call center solutions on a daily basis:

Contact Center Suite


Contact Center Suite 4.0 is a collection of modular computer telephony (CT) software applications and powerful infrastructure which enables your customers and prospects to optimize their organizations' performance, resources and customer service. The Inter-Tel Infrastructure provides the foundation for the Contact Center Suite solutions. Management Tools provide the enterprise with real-time call reporting and historical reports to help measure the quality of customer service the organization provides. Workgroup Agent Tools equip employees with the tools they need to deliver exceptional, consistent, customer service. Agents can quickly manage and route calls from their PCs, and customer information can be screen popped to their desktops, helping them to provide personalized service. Whether the contact center or functional department is informal or formal, at single or multiple locations, these solutions empower managers, supervisors and employees with the tools they need to increase productivity, reduce expenses and provide outstanding customer service. Inter-Tel's Business Management Solutions provide your contact center with a basic foundation to effectively manage your business and help build customer loyalty by providing faster, more responsive customer contact and problem resolution.

Improving Business Processes

  • Allows supervisors to make informed business decisions based on real-time statistics and historical reports
  • Enables users to create routing rules to ensure calls are handled by the appropriate resource or department
  • Allows supervisors to control employee availability in the queue
  • Provides employee performance analysis and forecasting
  • Improves employee training and quality assurance
  • Screen pops vital customer information to desktops, enabling personalized customer care

ACD

OAISYS' ACD solutions actively manages calls and agents in real-time as changes in call volume or agent availability occur, ensuring the best available customer service at all times.

Offering features such as: Event-Based Call Management, Intelligent Look-Ahead, ACD Callbacks and Callbacks for Abandoned Calls, ACD Manager makes any contact center more efficient by optimizing the load for your agents.

Customers enjoy shorter hold times. Contact centers enjoy improved efficiency and lowered long distance cost.

Voice Assistant

Voice Assistant is the driving force behind OAISYS’ Interactive Voice Response and voice processing applications. With Voice Assistant, businesses can easily cut the number of routine calls their employees deal with in a given day. Callers are empowered when they can find their own information, and employees are freed up to focus on the calls that require human attention.

Call Router

Your callers want to spend as little time waiting and go through as few stops as possible when they contact your business. You want to minimize call times to keep your agents as productive as possible. When you use OAISYS Call Router, you and your customers both get what you want: Call Router uses caller information (such as Caller ID) and schedules to automatically route calls to a particular person, call group or automated application to improve service and satisfaction while minimizing call times.

Tracer

Tracer gives businesses end-to-end documentation of their conversations as it automatically records, stores and organizes telephone conversations in a central, secure server.

Using a variety of audio connections, telephone system integration and recording triggers, you can target those conversations that have lasting impact on your business. Taking advantage of its Call Monitor option, you can selectively listen to calls as they happen. Just choose from a view of active telephone calls by outside party, internal telephone extension or both.

These features permeate the entire organization through unlimited user accounts for search, playback and sharing functions. Authorized users can view all recordings or a restricted selection based on factors such as telephone extension numbers and inbound numbers dialed by your callers. Tracer gives every authorized user secure access to encrypted recordings anywhere, anytime they are needed, through an easy-to-use web browser interface.

Leveraging the other modules of the popular OAISYS business communications suite, Tracer becomes exponentially more valuable. Call centers using OAISYS ACD solutions can search for recordings by agent and group. With OAISYS Net Phone, users can manually initiate recordings and associate notes with the call recording for easy retrieval. OAISYS Net Phone delivers links from Tracer to third-party business software for external organization and access to valuable recordings.

Tracer offers the most complete business call recording solution available for small- and medium-sized businesses. Select from one of the links below to obtain more information or begin working with a reseller now to configure the right solution to address your business recording needs.

Street-View

Designed specifically for the automotive retail industry, Street-View's call recording, monitoring and marketing/advertising campaign reporting features make it a valuable tool for this leading vertical market.

Street-View's powerful reporting engine enables auto dealerships to note what calls come in on what numbers, effectively demonstrating what advertising and marketing campaigns have the most impact in the dealership area. Reports can be broken down by extension (on supported platforms only), call duration, calling area, time of day and other criteria to show dealership management exactly what campaigns are working, and how well.

Unlike other products targeting the automotive retail industry, Street-View's call recording capabilities allow dealership to capture all their calls, both inbound and outbound. Managers can not only see how many calls their sales or business development staff are taking, they can also listen to the calls to make certain the impression being given to customers, prospects and suppliers is the right one.

Recordings are also among the most valuable training tools for anyone who is frequently on the phone, particularly sales and business development staff. Managers can take the great calls and showcase them as examples. They can also take less-than-perfect calls and show the staff what not to do.