Intouch Call center Solution is now used by more than 5000 agent across hundreds of sites across the world. The solution is being used both for inbound / outbound calling as well as standard EPABX features like conferencing , back office etc.In developing the new system, Intouch researched the market for new age software products which are available off the shelf and are relatively cost effective in procuring and maintaining. With the objective of reducing TCO and ease of maintenance, the teams choose to use Asterix software as the base platform. At the core is the Asterisk Platform which consists of the modules as shown above. Using the APIs, the solution has been created such that it supports the following features:
System features:
The Intouch Call center system is based on SIP architecture so that in case SIP trunks are available, there is no need to use any telephony hardware. The complete solution requires only industry standard servers and the SIP trunks from a service provider. In case a customer does not have SIP trunks, the system also supports TDM trunks using Digium cards which are available off the shelf. These cards then go into the server and based on the number of agents / users, the application servers may range from 2 to 5 numbers. The entire front end of the system is based on web browser (like Internet Explorer, Mozilla Firefox etc). This allows a customer have a choice of Windows or Linux operating system on the agent / supervisor desktops. The system uses MySQL as its internal database. A customer has the choice of using either the freeware version or the enterprise version of MySQL. The system provides default access to the database so that every customer can built its own customized reports & screen pops without much support from Intouch / Stratacom.
The Intouch call center system has an inbuilt ACD which allows the customer to manage its inbound call traffic. An inbound campaign is created giving the requisite details including the type of trunk to be used, the pilot calling number, agents, team and appropriate routing options.
Predictive Dialer:
The Intouch call center system has the ability to automatically dial out large number of customers for telesales / collections / message blast etc. The system supports the following types of dialing algorithms:
1.Predictive
2. Preview
3.Power
4. Manual
Interactive Voice Response (IVR):
The Intouch call center solution comes with its own IVR module. Every channel in the system can be assigned to an IVR channel. Thus for a 100 agent inbound system, a customer will have 200 ports of IVR
Computer Telephony Interface (CTI):
Intouch Call center system inherently supports CTI capabilities. Since the system is based on web architecture, creating a screen pop for agents is relatively simple. A customer can either use the default screen pop of the system or create a separate web page which can be linked to the agent screen using CTI APIs available. Complex integration can also be built as per requirements.
Reporting:
Every call center requires unique reports to fine tune and to improve their operations. Understanding and appreciating this important requirement of customers, Intouch Call center solution supports in depth analysis of the events in a call center by capturing most of the required information in its internal database. Every customer is given complete access to this database to help them generate custom reports as required. The system comes with common predefined reports and a customer can build customized reports as required by accessing the database. These reports can be generated by any person with technical skills in MySQL & php programming.
Voice Recording:
Every device, whether a normal EPABX extension or a call center agent on any type of campaign, can be recorded for all the communication from the device. Intouch call centre suite has the capability to record conversations from its device and store the same for future retrieval. The system allows a user to access the recording either from the campaign level monitoring tool or from the recording tab. A user can give different parameters like date range, agent or device, phone number, etc to search for recordings.
System features:
The Intouch Call center system is based on SIP architecture so that in case SIP trunks are available, there is no need to use any telephony hardware. The complete solution requires only industry standard servers and the SIP trunks from a service provider. In case a customer does not have SIP trunks, the system also supports TDM trunks using Digium cards which are available off the shelf. These cards then go into the server and based on the number of agents / users, the application servers may range from 2 to 5 numbers. The entire front end of the system is based on web browser (like Internet Explorer, Mozilla Firefox etc). This allows a customer have a choice of Windows or Linux operating system on the agent / supervisor desktops. The system uses MySQL as its internal database. A customer has the choice of using either the freeware version or the enterprise version of MySQL. The system provides default access to the database so that every customer can built its own customized reports & screen pops without much support from Intouch / Stratacom.
System Includes :
Automatic Call Distribution (ACD):The Intouch call center system has an inbuilt ACD which allows the customer to manage its inbound call traffic. An inbound campaign is created giving the requisite details including the type of trunk to be used, the pilot calling number, agents, team and appropriate routing options.
Predictive Dialer:
The Intouch call center system has the ability to automatically dial out large number of customers for telesales / collections / message blast etc. The system supports the following types of dialing algorithms:
1.Predictive
2. Preview
3.Power
4. Manual
Interactive Voice Response (IVR):
The Intouch call center solution comes with its own IVR module. Every channel in the system can be assigned to an IVR channel. Thus for a 100 agent inbound system, a customer will have 200 ports of IVR
Computer Telephony Interface (CTI):
Intouch Call center system inherently supports CTI capabilities. Since the system is based on web architecture, creating a screen pop for agents is relatively simple. A customer can either use the default screen pop of the system or create a separate web page which can be linked to the agent screen using CTI APIs available. Complex integration can also be built as per requirements.
Reporting:
Every call center requires unique reports to fine tune and to improve their operations. Understanding and appreciating this important requirement of customers, Intouch Call center solution supports in depth analysis of the events in a call center by capturing most of the required information in its internal database. Every customer is given complete access to this database to help them generate custom reports as required. The system comes with common predefined reports and a customer can build customized reports as required by accessing the database. These reports can be generated by any person with technical skills in MySQL & php programming.
Voice Recording:
Every device, whether a normal EPABX extension or a call center agent on any type of campaign, can be recorded for all the communication from the device. Intouch call centre suite has the capability to record conversations from its device and store the same for future retrieval. The system allows a user to access the recording either from the campaign level monitoring tool or from the recording tab. A user can give different parameters like date range, agent or device, phone number, etc to search for recordings.
