| Administration
Focus: |
| Service Lias |
A friendly informative name providing quick and
easy i800 service reference |
| Service Desciption |
A descriptive representation of each i800 service
subscription |
| PSTN Delivery Tel. Number |
Complete control of where calls should be routed
to, i.e. agent/skillgroup/contact centre/location |
| Distibution Method |
Business rules based call routing to one or many
agents/skillgroups/contact centres |
| Availability Control |
- Define and manage availability based on your
time of operation, i.e. office hours
- Define and control access to your i800 service
based their geographic location
- Mark your i800 service as unavailable on specific
days, i.e. public holiday |
| Delivery Time-out |
Set call delivery time-out parameters |
| Callback Retry |
Determine i800 retry attempts based on call progress
result |
| Retry Delay |
Delineate parameters associated with delay between
retry attempts |
| Call Flow |
Choose how callbacks should be initiated (customer
first / subscriber first) |
| Automated Abuse Management |
Block specific telephone numbers/telephone number
ranges/IP Addresses |
| Queue Status Check |
Prevent repeat calls being scheduled by callers |
| Online Management |
Service management from any location via a secure
web browser |
| Real-time Reporting |
View and analyse historical information relating
to the use of any i800 service |
| Missed Callback Recovery |
Monitor unsuccessful callback attempts |
| Missed Callback Email Alert |
E-mail notification of every unsuccessful callback
attempt enabling immediate recovery |
| Real-time Status |
Monitor in real-time the status of calls being
serviced by i800 |
| |
| Agent/Advisor
Focus: |
| Agent Detection |
Ensures an agent is available and committed before
customer is re-connected |
| In-Call Control |
Allow agents to control the status of i800 calls
using their telephone keypad |
| In-Call Rescheduling |
Permit agents to re-schedule calls, on call status
i.e. busy/voicemail/no answer |
| In-Call Classification |
Capture vital ROI data from within the contact
centre |
| Agent Auto Accept |
Agents can accept i800 calls without telephone
keypad input |
Call Intelligence
|
Web or Email view of contextual data about the
call, before speaking to the caller |
| Customised Whisper |
Alerts agents to specific incoming i800 calls
i.e. campaigns/product line/type |
| |
| Customer/Caller
Focus: |
| Customised Branding |
Ensure i800 remains an integral part of your customer
strategy |
| Callback Scheduling |
Enables customers to schedule callbacks on a First
In First Out / ASAP basis |
| Call Intelligence |
Provides the means for customers to attach details
to their interaction request |
| Speed-to-answer... |
No on-hold, no IVR menus, no voice-mail, no telephone
tag |
