Call Center Solutions: Telesphere® Call Center

 

Telesphere - Call Center Solutions

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:

  • Access advanced hosted call center solutions feature – Telesphere Call Center features call queuing, music on hold, custom announcements, and real time and historical reports.
  • Manage calls effectively – Telesphere Call Center solutions offer a range of call distribution policies, from linear or simultaneous to skills-based or weighted call distribution, to ensure smooth call handling.
  • Ensure business continuity and disaster recovery with hosted model – Ensure that all incoming calls are answered and supported efficiently under any network condition and at any time, whether during or after business hours.
  • Offer 24x7x365, “follow-the-sun” customer care – Provide ubiquitous service using a single number for distributed call center locations in multiple geographic locations.
  • Control costs and focus on productivity – Telesphere Call Center solutions use a pay-as-you-go model with predictable recurring monthly fees, and the hosted platform frees in-house IT professionals to focus on other pressing projects.
  • Create virtual call centers – Quickly establish call centers just with a broadband connection—with no additional hardware, PC-resident software or traditional phone lines.

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:

  • Agent Monitoring and Supervisor Barge-In
  • Supervisor Queue Monitoring and Management
  • Supervisor Dashboard
  • Real-Time and Historical Reports

Contact Telesphere today to learn more about our call center solutions, or our fully hosted and customizable VoIP systems, including the Complete, Select, Connect and Fusion business packages.

* Installation and circuit charges may apply. Price quoted reflects 3-year term. Other contract terms available.