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This application is the tool that will revolutionise the fundamental operating mode of any contact centre across the world. As it is known that for any contact centre agent to successfully handle customer calls, he / she must be using a Phone and a PC simultaneously and the coordination between the 2 devices must be spot on to ensure that the customer on the other end of the line does not feel any discomfort. |
In this situation corporations across the world, who realize that a contact centre is essentially a revenue generation facility and not a revenue-hemorrhage which will bleed the revenues out, have always stressed that the agent must always work under an environment which requires minimal handling complications. Hence if there is an application that actually replicates the “hard phone” on the desktop and adds some more badly needed features like phonebook, autodialer, direct dial from database, etc, then it would greatly increase the productivity and efficiency of the agent. Hence the need to develop an application that exactly replicates the hard phone, adds some features onto it and runs from the PC which the agent is using to run the campaign.
The primary purpose of the Soft-Phone at this stage is to remove the need for direct interaction with the physical handset and to provide a number of key features unavailable through the regular hard-phone, such as;
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• Click to dial from Phonebook
• Direct integration to the routing engine to allow for coordinated voice and data transfer for transfer of information such as client verified status.
• Direct integration to the IVR to allow for direct jump access to the IVR menus from the click to dial Phonebook. |
