Resolve IT! plus our Add-on Computer Telephony System, makes a ideal Contact Center Solution, which leverages real-time knowledge of customer relationships to dynamically deliver a personalized, consistent customer experience across all interaction channels (Telephone, e-mail or the web) to improve customer satisfaction.
With skill-based routing capability our ACD allows the client to select the appropriate IVR service option to intelligently distribute all calls into most-appropriate or best-available agents, popping up the proper Resolve It! screen to Maximize Agent Productivity and Improve Customer Satisfaction.
Resolve It!'s CTI add-on allows you to Enhance even further Your Communication Abilities!
Now you have a inexpensive way to automate your in-bound Contact Center by taking advantage of the PBX's Auto Attendant, IVR and Advance ADC capabilities of our Contact Center solution, integrating it to our Resolve It!'s Call Tracking, Helpdesk or full Customer Service Management Systems. This solution allows you to set up a multi-level Interactive Voice Response (IVR) menu to provide to your customers with a way to navigate through a series of service options. Once the customer has selected the appropriate service option, the call is routed by our intelligent Automated Call Distribution (ACD) module to the right department or work group finding an Agent/Analyst in with the right skill to handle the call. When the call is routed to the agent, the appropriate Resolve It! screen will pop-up with the caller's information and the service selection chosen by the customer, allowing the Agent/Analyst to provide a personalized and effective service.
Once the service request has been entered in Resolve It! you have the benefit of any of the Resolve It! features from post-call tracking to SLA enforcement and Service Level management to assure an on-time and optimal service delivery for your customers. Additionally, within Resolve It! you can open different channels of communication with your customers through out the service process using our two-way e-mail integration (Mail Monitor) and our Web Self-Service module where customers can check the status of their service request and even they can communicate with the Agent or business Analyst that is providing the service.
The add-on PCX also provides flexible call handling, call routing, and call management of calls for nearly any condition. An incoming call can be answered by an operator, Auto Attendant or directly routed to an Interactive Voice Response (IVR) answer sequence. Call Management allows users to set functions such as Call Screening or Call Waiting. You can route calls to a designated number thru Call Forwarding, Message Notification or One Number Follow Me.
Additional Computer Telephony Features
WorkAnywhere
A work-at-home solution specifically designed for businesses with engineers, sales representatives or customer service employees located in a wide geographic area.
Multi-Location
Implement free interoffice communications with our add-on PCX's
remote solution. The PBX system supports a multi-location architecture that makes the PBXs in different branch offices work as a single PBX.
Basic and Advanced ACD (Automated Call Distribution)
Smaller companies providing tech support, customer service, etc. can now have an affordable ACD function to provide better service to their customers, while allowing them to eventually scale up to a more advanced ACD features.
Web based UMS (Unified Messaging System)
Web based UMS is a solution for field sales staff or people who travel extensively and need to keep informed of all messages. The PCX allows users to access the UMS web site from anywhere in the world using a standard browser to retrieve voice, fax, and e-mail messages.
Audio Conference Room
With friendly User Interface, moderating a conference call has never been easier. Making conference call is like walking into a conference room.
Virtual Office
An application provides comprehensive auto attendant and voice mailbox functions for companies without an operator or receptionist. With Virtual Office, companies can have presence at various locations without having to have a physical location.
Virtual Extension
A PBX function that allows businesses to have as many extension numbers/Voice mailboxes as they need regardless of the number of physical extension lines installed.
Personal Call Recording
The User Console provides users with the instant call recording function by simply clicking mouse. The recorded conversation can be forward to your colleague or assistant via email for further usage/reference.
