The Ultimate ContactCentre component is built on Asterisk, so all the latter’s features are directly accessible to the user via the system’s general interface.
Asterisk is a free open-source server with low ownership costs, that can cover any company’s demands provided the calls’ flow is not that hight (roughly, up to 5000 calls per day and 500 calls per hour).
If you receive over 10 000 calls per day or if during the rush hour, the number of calls is over 1000 (per hour), then we recommend using a commercial and more load-stable FrontRange server.
Upon customer’s request, the Ultimate ContactCenter can be integrated with any other sane telephony solution.
Thus, having acquired Ultimate ContactCentre, a client gets a full-fledged contact-centre that is already integrated into the solution: an operator makes and takes calls right within the ERP-system.
All relevant information and updates about the client appears on the operator’s screen automatically: active orders’ status, warranty claims, client’s special demands etc.
The conversations are recorded.
There is also the option to analyze the sales channels, including the phone sales.
We offer the missed calls’ report; the automatic phone notices received when there is an order made via the website; the “intelligent" automatic forwarding to the operator who is “in the loop" (last contact/necessary expertise); the voice menu option and various ways for calls to be put through. Including the intellectual ways that require complex logic: for instance, the calling client has only one document in the system that is yet unattended to — and it is the warranty claim; since he most probably calls to find out "when you’ll fix it", it is the best to put him through to the warranty department right away and not engage the operators in unnecessary line-switching.
There are options to minimize the caller’s waiting time, thus balancing the operators’ load.
Happy users’ experience is here and here
The component is available for order as a part of the Ultimate e-Trade and Ultimate e-Service solutions.
The e-Service solution was initially built around the powerful CRM Drive functionality that already has the described component in its base. Therefore, the happy customers of e-Service do not have to pay extra for the call-center.