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PABX, Unified Messaging, Secure SMS, Voicemail, ACD Reporting https://firstcontact.net.nz Tue, 13 Apr 2021 13:42:07 +1200 Joomla! - Open Source Content Management en-gb Cutting Edge Technology https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/88-cutting-edge-technology.html https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/88-cutting-edge-technology.html

We currently have a dedicated Fibre Internet link, 60% of which is dedicated to voice traffic. Operating on a SIP-enabled PBX allows us the ability to increase our capacity, both trunks and concurrent call capability, if required for an event or ongoing situation.

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support@ww.co.nz (Super User) Call Centre Technology Tue, 22 Oct 2013 15:14:38 +1300
Startel Contact Management Center (CMC) https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/89-startel-contact-management-center-cmc.html https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/89-startel-contact-management-center-cmc.html Startel Contact Management Center (CMC)

The Startel Contact Management Center (CMC) is a Windows-based, multichannel platform that combines queuing and routing processes, scripting and dispatching, and real-time monitoring and reporting for telephone answering services, contact centres, and other industries. It also manages and blends all inbound and outbound media, including voice services, SMS, email, fax, paging, and instant messaging.

From a product standpoint, the CMC encompasses Startel’s Central Processing Server, Intelligent Dispatching Server, Switch Communication Link, Administrative Controls and Agent Interface to provide an extremely flexible and powerful solution to meet all of our current and future contact centre needs.

 

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support@ww.co.nz (Super User) Call Centre Technology Tue, 22 Oct 2013 15:25:36 +1300
Intelligent Dispatch https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/87-intelligent-dispatch.html https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/87-intelligent-dispatch.html Intelligent Dispatch

Intelligent Dispatch brings together all of First Contact’s dispatch options -including Email, Fax, Page, Secure Messaging, SMS - to deliver an efficient, mission critical service.

By using this service we can effectively meet each of our clients’ unique needs. We can set up automatic dispatch scripts for each client based on a number of pre-defined client criteria.

We can also design escalation procedures, ensuring that urgent messages are addressed with urgency. Best of all, our agents do not need to decide how to dispatch each message – we’ve already programmed it according to your specifications! Intelligent Dispatch ensures timely, accurate and speedy delivery of all messages!

PRIORITIZE DISPATCH COMMUNICATION

Messages are sent via email, fax, paging or short message service (SMS) through the Intelligent Dispatch Server. Client options allow the contact center to set up priorities, thus ensuring that messages for “high-priority” clients are escalated to the top of the queue and dispatched immediately.

SEND GROUP DISPATCH

Send the same message to multiple people using a variety of transport media. With a single command, the same message can be sent by fax to some individuals, by email to others, by alpha pager to others, and so on. Group Dispatch can be used for both Single or Extension accounts…fast, easy, done!

ENSURE INTELLIGENT DISPATCHING

Define dispatch scripts on a per client and/or per member basis regardless of the type of dispatch selected, whether fax, email, alpha page, digital page, SMS, or a phone call.

DEFINE SIMPLE OR COMPLEX SCRIPTS

Startel’s dispatch scripts are flexible and help to reduce the possibility for human error. They can be as simple as: all messages when saved will be emailed to the office manager. Or, as detailed as the dispatch script with multiple steps that are used on menu responses in a message. Human error can be reduced by programming dispatch scripts to be automatically sent when the message information is saved.

CHOOSE PREFERRED DELIVERY METHODS

A dispatch script can use a single method of delivery, such as simply emailing a message every time one is saved, or multiple methods of delivery. For instance, if you have a client who wants messages emailed during the day and alpha paged at night, you can set up two different dispatch scripts that are time and day sensitive – one for emailing and one for alpha paging. In addition, messages can be delivered via dispatch scripts based on a response to a specific question and/or for the individual for whom the message was taken.

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support@ww.co.nz (Super User) Call Centre Technology Tue, 22 Oct 2013 15:03:39 +1300
Call Reporting https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/90-call-reporting.html https://firstcontact.net.nz/pabx-unified-messaging-secure-sms-voicemail-acd-reporting/item/90-call-reporting.html Call Reporting

Most contact centres depend heavily on performance metrics to measure how efficiently they are operating and how well they are meeting the customers’ needs and the company’s objectives.

First Contact's reports pull real-time data from the Contact Management Centre (CMC) to provide users with greater insight into the performance of their contact centre. 

Our reporting can help to:

UNIFY DATA FOR COMPLETE VIEW OF OUR CONTACT CENTRE’S PERFORMANCE

First Contact’s reports capture information from the CMC and telephony switch and marry the data, allowing us to track, record and report on every nuance of a call!

CONTROL DELIVERY GENERATION AND FORMAT

Reports are available in a comma-separated value (CSV) format and can be easily imported to a variety of programs, including Microsoft Excel and Crystal Reports. In addition, reports can be set up on a predefined schedule (daily, weekly, monthly) for automatic delivery to designated recipients.

TRACK PERFORMANCE WITH STANDARD & CUSTOM REPORTS

Our systems offer more than 35 canned reports that measure system performance, agent performance, schedule adherence and call statistics, such as hold time, talk time, call abandonment, etc. Using the Custom Reports, we can create user-defined reports that displays only the information your organisation needs.

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support@ww.co.nz (Super User) Call Centre Technology Tue, 22 Oct 2013 15:30:28 +1300