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| ACD & IVR |
| Within TouchStar
Connect we have built a host of features that
will make the inbound caller feel that they are
important and are answered quickly by an agent
with the correct skill level. The simplest
greeting is via a traditional IVR of which calls
can be routed by the caller by selecting from
the options. In this way sales calls can be
differentiated from other calls, for example
support. We also offer automated self service
applications. TouchStar Connect will tell the
caller the balance of their account or allow
them to make credit card payments. This is
supported by a simple to use interface. The
features include: |
- Queue incoming calls and distribute to
first available and qualified agent or team
- Skills based routing with multiple
priorities
- Auto attendant with on-hold music or
messages by queue
- Real time reporting of queue volume,
staffing, and call statistics
- Route calls to alternative queues based
on call volume
- Agents can be moved to alternative
queues in real time
- Agents can be assigned priority for
different queues
- Automated self service data lookup, data
capture and payment options
- Opt-in to re-route a party connected
from an outbound voice message to a
prioritised inbound call
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(Click to enlarge)
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Copyright 2009 TouchStar Call Centre Software. All Rights Reserved.