24/7 Support 888-616-6414
Telesphere Call Center solutions permit businesses to build a comprehensive, feature-rich call center—with no hardware, software or up-front capital costs. Call Center uses a carrier-class, resilient architecture with built-in features to enhance call agent productivity and ease operations supervision. Equipped with advanced ACD, IP PBX, Auto Attendant and Announcement capabilities, Call Center is 100% scalable, allowing the on-demand addition of agents and services based on call volume and seasonal demands.
DELIVER 24x7x365 CUSTOMER SERVICE WITH VIRTUAL ACD AND HOSTED CALL CENTER SOLUTIONS
NOW YOU CAN:
DETAILED FEATURE OVERVIEW
Automatic Call Distribution (ACD) - Intelligent call routing and queuing
Enhanced ACD – Advanced queuing when call center is not staffed and maximum wrap-up timer settings
Auto Attendant – Interactive voice response (IVR) and custom messaging
Agent and Supervisor Clients – Intuitive client interface for greater agent productivity and management oversight
ACD State Synchronization – Synchronization through the web agent or IP phone interface
Call Center Reporting – Preset real-time and historical reports in graphical and tabular form
Music On Hold and Comfort Announcement – Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
Monitoring and Recording – Integrated third-party vendor solutions for real-time monitoring and recording of agent calls.
Unified Front-End Web Portal Provisioning – Single point of entry for provisioning all Call Center services and client applications, including Telesphere Call Center Agent and Telesphere Call Center Supervisor.
Overflow – Incoming calls can be forwarded to an overflow phone number when queue is overloaded.
Agent Log In/Log Off – Calls are only presented to agents who are on duty, and agents can log into several call centers.
Hoteling for Extension Mobility – Agents can log in at any available workstation while maintaining unique user settings.
Service Integration – Any Telesphere personal service, such as Call Forwarding, Call Notification, Call Screening and Voice Messaging, can be assigned to a call center agent to customize the call center group. May also be integrated with Hosted Call Recording.
CALL CENTER AGENT FEATURES
Call Control Functions – Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation. Agent State Control Functions – Agent Login/Logout, Ready, Not ready and Wrap Up.
Click to Call – Via Outbound Click-to-Dial and Outlook Directory Integration
Agent Activity Report – Agents can see real-time statistics directly on desktop.
Call Logs and Enhanced Call Logs – Logs can be assigned to Auto Attendant, Call Center and Hunt Groups.
CALL CENTER SUPERVISOR FEATURES
In addition to all Call Center Agent features:
* Installation and circuit charges may apply. Price quoted reflects 3-year term. Other contract terms available.