The PowerStar function provides a feature rich inbound queuing
and automatic call distribution platform.
In an increasingly sophisticated and
demanding marketplace, there is increasing pressure for call
centres to deliver excellence in the
overall experience. PowerConnex specialist in inbound
call centre solutions; its highly flexible technology provides
clients with the solutions from most basic customer requirements
to solution with full automatic call distribution (ACD) in fully blended environment.
Features:
- Multi-site
- Bureau Capable
- VoIP and ISDN capable
- Full ACD
- Skills based routing
- Interactive Voice Response (IVR)
- Auto-attendant
- Unlimited Queues
- Integrated Voice Mail
- Real-time Queue and Agent management
- Fully Blended
- Outbound Capability
Queue Management Summary Queue summary including available agents, waiting callers,
service level performance, abandon rates and average wait times are
available at a glance. Audible warnings are available when performance
criteria fall below thresholds.
Agent Management Agent summary including available agents, agent status,
and extensions. Message may be sent to agents or the floor by
supervisors.
Agent performance can be managed simultaneously across
several sites using the Virtual Call Centre.
Queue Management Detail Queue details including each call, length in queue
is available in real time.
Agent Management Detail Each agents login, break, call start, finish, wrap-up are
recorded by the system.
Skills Based Configuration Agents can have multiple skills (and a skill level) and
campaigns/queues can have multiple skills. Calls are routed automatically to those free agents with
the most appropriate skill and skill level.
IVR
For your convenience PowerStar comes with a generic IVR script
for facilitating call queue management and an auto-attendant.
Blended Contact Centre
PowerStar is a highly flexibly technology, enabling a fully
blended contact centre including; email, SMS, fax, voice and the
internet. You can activate any of these functions to
improve the customer experience with your organisation.
Key Features of PowerStar
Best Application
PowerStar
is ideal for handle your inbound call centre calls as well
as your basic business administration. Calls are
routed through to your Agents running PowerScript.
Key Features — At a Glance
Multi-Site
Full
ACD, Queue Managment
Skills
based routing
IVR
Fully
Blended
Detailed
real-time Agent activity
Detailed
real-time Queue activity
Full
call monitoring and recording with PowerVoice
