Getting there first.

To be the leader in a competitive market companies need to find new ways to reach out to customers. Customers want to see a company that is flexible, friendly, modern and helpful. This is why in the call center industry, cold ACD logic, which routes calls to agents without worrying about who the caller is, is quickly being replaced by advanced CTI capabilities.

Knowing your customers

Phones Enterprise has always realized the importance of making customers feel important and unique. Customers need to be recognized so agents can deal with each one based on customer history and known data.

Phones Enterprise uses several methods to recognize callers: CLI (caller identification), DNIS (dialed number identification), customer codes through DTMF and voice, e-mail address etc.

Once the caller is recognized, Phones Enterprise queries company databases to extract all information and data associated with the caller and automatically routes the call to the most appropriate agent or IVR. For instance, if a customer is used to having contact with or has spoken to a specific agent, the system can be set to automatically route that customer to the same agent. This way a real relationship based on trust and competence is developed.

The system can also recognize priority callers and move them up on a queue list to minimize waiting time or route them to a higher skilled agent. Our sophisticated IVR system allows for full function Synthetic Agents to perform complex automatic services tailored to fit the needs of the call center administrator further optimizing contact center efficiency and effectiveness.

Technology just a click away

The power of the Phones Enterprise platform allows you to define complex distribution strategies for skills-based routing, overflow, multi-level queuing, queue time-out routing and agent announcement. User-friendly graphical interfaces allow you to set call flow from start to finish.

When a call arrives, Phones Enterprise automatically pops up any application on the agent’s screen with customer history or any other data required to manage the call. The open architecture and wide range of integrations (SAP, Siebel, PAT, SuperOffice, Remedy, etc.) allow Phones Enterprise to satisfy the needs of the organization’s Customer Interaction Management strategy.