Outgoing Campaigns
Smile IPCC can support simultaneous execution of tasks with different size and type, which are associated with outbound calls. Depending on performance of the server on which it is installed, Smile IPCC can serve up to 2000 calls with intensity of generating up to 200 calls per second. For each task of autodial, you can set a certain number of lines, priority, time (start/stop timer) and conditions for completion. Monitoring and managing execution of tasks are performed in the real-time using a graphical console.
Smile IPCC supports all major modes of autodial:
- Dialing with operator reservation (Progressive dialing). System reserves available operator of call center before executing a call, which guarantees a successful call service when user answers.
- Dialing without operator reservation (Predictive dialing). Dialing performs without prior operator reservation. This mode provides maximum payload of operators, but part of successful dialing may be lost due to lack of free operators at particular moment. The effectiveness of this mode in Smile IPCC can be set with only one parameter - the allowable percentage of lost connections. Based on this value, the system automatically calculates when to start next dialup.
- Dialing with preview (Preview dialing). Operator of call center must confirm or decline execution of next call. Before making an outgoing call, the predetermined form pops-up, which consists customer information and other information.
- Dialing with launching of automated script (IVR). After successful dialing, system executes a pre -designed script. The simplest example of such scenario can be a playback of specified audio file.
The list of numbers is formed with a sample from the database, which runs before launching autodialing task. The task can have several separate lists of numbers (groups), which are dialed independently. Each group can be assigned with priority, number of lines and work time.
Smile IPCC can perform not only dialing through existing numbers from database, but also dynamically create and modify records in this database. For each task, you can create an automated script that will run parallel with auto-dial and process result of each call, making the appropriate changes to database.
Call Recording
Server can perform high-quality recording in real-time mode, simultaneously and independently from other functions.
| Key features |
|---|
| Recording of voice connections, established through different signalling. |
| Decoding speech encoded in G.711 A-law, G.711 U-law, G.729 and G.723 voice coding standards. |
| Supported recording formats: PCM, A-law, U-law, GSM6.10, Microsoft GSM, DSP TrueSpeech. Records are stored in WAV format. |
| Continuous call recording. The recording session automatically initiates when connection established. Recording session remains even during the call transfer. |
| Recording in conference mode. Regardless of the number of the participants, the recording session continues until everyone has hang up. |
| Selective recording mode. In that mode you could define a list of phone numbers to record all incoming and outgoing calls initiated from these numbers. The possibility of forwarding to another number is also taken into account. |
| Total recording mode. In that mode, all inbound and outbound calls will be recorded, except those, initiated from the exception list of phone numbers. |
| Recording to local or network drive. |
| Binary recording audio files directly into database. |
| Recording call information into database. Any SQL database can be used. |
| High redundancy. In case of disconnection from database, information about call is stored on the server and after reconnection synced with database. |
| User Web App. With this app administrator can listen to records, save them in local drive or send via E-mail. |
Messages Processing
This module is used to control the flow of messages coming in contact center in any way. This can be voice messages, fax, e-mail, requests via Web-server, SMS messages from mobile phones.
Messages can be processed by automated scripts (IVR) or enter the queue with further distribution to agents. If necessary, messages can be stored in file, database, or send an e-mail.
Fax. Fax-module allows working with fax protocol T.38. Incoming fax can be placed in the queue for further processing by agents, saved as file, database or mailed to specified e-mail. Fax broadcasting performs under control of Autodial module. In addition, faxes can be received and sent from agent workplace.
E-mail. This module allows receiving messages via POP3 and sending via SMTP. Received messages are placed in the queue for further processing by agents. IVR tasks can send files via e-mail files, voice messages or faxes.
Web. This module allows working with requests via HTTP. For example, client can fill out form on web- site and send it to the contact center. Next, this form can be sent to your agent workplace or being processed by automated script.
SMS. This module allows sending and receiving text messages via standard GSM modem.
Online Chat
This module integrates with the website to serve its visitors in the text chat mode by contact center agents. The module consists of the button, which could be added to the websites code to popup a chat web application.
Customer can fill out the fields in the form (name, subject), select the language and send a chat request. After recieving a request the server sends it to the corrisponding task where the overall call distribution rules process the request.
| Key features | |
|---|---|
| Visitors activity monitoring | The agent can monitor how much visitors are now on the website, on what page is every visitor, how much time he is on the page, his IP address, the browser he uses. Also, you can track the number visitors waiting in the queue and the current dialogue. |
| Call distribution | Requests can be distributed in automatic or manual mode. In automatic mode the same rules as for the distribution of calls are applied. In manual mode, the agent selects the requests from the queue. Maximum number of simultaneous conversations per agent is set by the administrator. |
| Messages templates | You can create a template list of answers to questions. Agent simply select an answer from the list to insert into the text. Greeting template with the name of the operator and the message template for setting the call in the queue are sent automatically to the visitor. |
| Spell-checking | This feature allows agents to competently conduct a dialogue in several languages, except typos and grammatical errors. |
| Group serving | One dialogue may be served by multiple agents sequentially or simultaneously. During the chat, the agent can deliver dialogue in turn, forward to another agent or group of agents. The Supervisor can connect to the chat in conference or viewing modes. |
| Page sharing | The agent can initiate page sharing feature to view and control a visitor's browser. This feature allows agent to move through the website pages, select text, move and track the mouse cursor and other events. |
Callback
Callback module automatically generates a call to a client request, allowing him to make free calls to your contact center. Outgoing call is made in accordance with the routing rules established by the administrative tools of contact center Smile IPCC, and can be distributed to agents or served by an automatic script.
| Key features |
|---|
| Assigning the maximum number of lines for call. |
| Record all calls served by the module. |
| Prioritizing agents to perform this calls. |
| Selecting a call distribution method: the most free, the least busy, random, last serviced, priority servicing the last served agent. |
| Ability to popup the application at the agents workplace, as when receiving a call or after its completion. |
