Overview
No customer touch point allows the Voice of the Customer to be louder than the Contact Centre and no voice should be most heard than the Voice of the Customer. That requires a trustworthy all-in-one channel customer calling capability available around the clock and around the days of the week.
Our Contact Centre is highly compliant with what a modern Contact Centre must provide in compatibility with the digital technologies of today and the consequently increasing customers’ demand of more convenient service that’s always-on. And since the must have capabilities of today are short of tomorrow’s list, the software is subject to constant innovation. The flexible nature of the underlying technology makes change and innovation deployment quick and as frequent as daily tasks.
Features and Capabilities
Tiresias Contact Centre Software includes fully automatic call distribution engine that routes incoming calls to the most appropriate agent within a call centre according to pre-defined schemes Such as Linear Call Distribution, Circular or Rotary Calls Distribution, and Uniform Call Distribution.
The Software is capable of intelligent calls routing to make sure caller would reach the best resource that can provide the assistance needed regardless of used interaction channels and routing strategy could be based on Media type, Agent skill type and Agent skill level and dynamic business rules.
Provides the capability to configure Multiple Call Queues and assign each call queue to certain group of agents or department for incoming and outgoing calls, chats and e-mails.
Provides real time dashboard to present KPIs, and contact centre metricsand making them available on Wallboard presentation. These include but not limited to Service Level, Call Resolution, Average Seconds to Answer, Call Abandonment and Volume, Timed Out, Total Wait Time, Longest Answer Time and Average Hold Time.
Easy to Integrate with Systems
Integrations with other applications could be done using direct access to relational database systems through technologies like ODBC, Java Database connectivity (JDBC), and Structured Query Language (SQL), or by using web service calls using protocols like REST and SOAP.
Embedded Visual Dynamic Workflow
The software includes an embedded visual scripting tool to design call flow for each call scenario; this includes the ability to make call flows that includes IVR, human agents, SMS, e-mail, web chat, and Facebook messenger and morewith any needed scenario or/and integration with other applications.
Autodialing
Provides autodialing feature by automating the process of dialing numbers and connect agent with responding called party.
Handles incoming calls following business rules of routing to agents and IVR. Supports call back feature to enable caller to reserve position in queue and system will automatically call back and includes integrated auto attendant and integrated voice mail with the ability to route traffic in any direction.
Supports pre-scheduled outbound calls and calls triggered by business event as configured to the level of personalised calls to customers in a proactive communication manner.
Supports multiple languages with the ability to play prerecorded prompts, music and massages whether recorded using a tool from the system or made available by external resources. Collects digits from the caller given by dual tone multi frequency (DTMF) and provides multi-level menus without any restriction about the number of menus plus its ability to connect different menus with any needed logic.Tiresias IVR supports inbound and outbound channeling and supports VoiceXML.
Facilitates customers reach to agents by means of chatting conversation in writing and supports instant messaging (IM) between agents and their supervisors to increase level of collaboration and conduct consultations on customers queries without putting the call on hold.
SMS Messaging
Equipped with a tool to write and edit SMS messages and send SMS from the application directly and the ability to automate the process of receiving SMS directly from customers and respond back to customers using SMS.SMS messages can be configured to be auto triggered by unlimited number of business events including internal alerts to system users and supervisors, part of the system monitoring and management.
Manage email channels in an integrated manner in the software giving the customers’ messages the right attention equal to those received from other channels.
Supports multi-site operation seamlessly in terms of agents’ connectivity to number of sites, supervisors’ ability to monitor, and full data synchronisation amongst all configured sites.
