Infra Call Center

This solution allows to organize the multemidiyny multisite geographically raspradalenny contact center working independently or jointly with slyuby office automatic telephone exchange. For consolidation of contact center with corporate information systems (CRM, ERP, etc.) in a product provides three-level model of integration INFRA Integrity.

Solvable business challenges:

• increase in loyalty of the existing clients;
• stimulation of demand and involvement of new clients;
• ensuring transparency of processes of customer interaction;
• increase in knowledge of preferences of clients;
• improvement of controllability by the divisions interacting with clients;
• decrease in financial and other risks;
• decrease in operating expenses;
• increase in image of the company and strengthening of a brand.

When using INFRA Call Center clients are absolutely free in the choice of server and telecommunication equipment - the solution can work independently or jointly with slyuby office automatic telephone exchange.

IP-the version of INFRA Call Center is completely software solution, uses the SIP protocol, allows to connect compatible VoIP-gateways, and exchange service stations of different producers, comprises the full-function IP PBX.

Today INFRA Call Center is used by more than 1000 Russian and foreign companies from different spheres of business.

Components of success are the INFRA Call Center components:

• INFRA ACD is automatic distribution of requests.
• INFRA Intelligent Routing is intellectual routing of calls.
• INFRA IVR is creation of voice services of self-service.
• INFRA Outbound is holding outgoing campaigns.
• INFRA Call Center Agent is attendant workstation of contact center.
• INFRA Call Center Supervisor is a control and management system for work of contact center.
• INFRA Call Center Statistics is collecting of statistics and job analysis of contact center.
• INFRA Integrity® is integration of contact center into one IT system with corporate information systems.
• INFRA Agent Scripting is creation of scenarios of interaction of operators with the client.
• INFRA Visor is the centralized record of telephone conversations.
• INFRA Voice Messages Processing is a full range of functions of work with voice messages.
• INFRA Redundancy is the solution for reliability augmentation of INFRA Call Center

Advantages of INFRA Call Center:

1. Гибкая setup any system components.
2. Богатые possibilities of interactive voice menus.
3. Удобные intuitive graphical interfaces.
4. Интеграция with external databases and CRM systems.
5. Быстрое and dialyzed formation of statistic reports.
6. Персональная and mass call recording.
7. Возможность carrying out mass call-downs.
8. Журнал all actions of operators.
9. Возможность creations of specialized modules.
10. Простота installations and implementations.

The module for integration of Infra Call Center into Microsoft Dynamics CRM

The Infratel company developed the integration module integrating the solution for the organization of call centers Infra Call Center and a customer relationship management system of Microsoft Dynamics CRM in the unified information system.

This module significantly simplifies processing of the entering and outgoing calls. At the time of receipt of an incoming call to the operator or the user the window containing all parts of a call opens: the phone number of the client, client's Full Name (if phone is found among contacts), the name of the organization (if phone is found among accounts).

If several clients or the organizations are found, then they are displayed in the form of the list of clients and the organizations. In this case it is possible to select specific contact or the organization.

The window containing call parts allows to perform the following operations: create new contact, create a new account and create new record about the potential client (lead).

Thus, it is possible or to select one of the entities which are available in CRM, or to create new and to pass to editing the record about a call which is automatically created in CRM.

For commission of an outgoing call or start of the outgoing company it is enough to click Dial or Dial Any which are built in a contextual toolbar (ribbon) of Microsoft Dynamics CRM. Clicking of the Dial button executes a call by one, main number, and Dial Any by all numbers specified in contact, an account or a lead. Clicking of the Dial or Dial Any button for the selected list of call records adds the main or all phone numbers to the outgoing company.