Smartphone Bridge Call Center

Call center of Smartphone Bridge the unique solution in the class.

Its distinctive feature is the full integration with office telephone exchange (automatic telephone exchange) by means of CTI-link (the data exchange protocol between telephone exchange and external applications). The scheme of connection of Smartphone Bridge Call-Center is similar to the technology used at producers of telephone exchanges. The developed interaction algorithms with automatic telephone exchange helped specialists of Novavox to develop the effective instrument of call processing capable to compete with solutions of producers not only on cost but also on a set of the supported functions.

Smartphone Bridge Call Center is technical solution. However its main purpose - to simplify and make more effective work of people - users of Call center among whom:

• Subscribers are "external" users who call in the company with the purpose to obtain this or that information in response to the request. Potential or real clients and also partners of the company can be subscribers.

• Operators (sometimes they are called agents) are the main "internal" users of Call center. Operators answer calls of subscribers and provide them necessary information. Operators are a staff of the company who or specializes in work with clients on phone, or, anyway, do it in the course of the work (knowledge workers). Operators can integrate in the groups responsible for the qualified processing of different types of requests.

• Employees - sometimes operators of service of Call center transfer calls to the staff of the company. For these purposes the call center operator has a panel displaying a current status of all users of telephone exchange.

• The administrator - the general manager work of operators and technical resources of Call center. Large Call centers often select in addition several so-called supervisors, each of which can manage a limited set of resources of Call center, for example, to exercise control over a branch-off group of operators.

• The developer - the specialist owning tools for algorithms and scenarios of intellectual processing of telephone calls and also integration into other corporate applications (CRM, DocFlow, etc.)

Attendant workstation

Structure of the Smartphone Bridge Call center complex

Attendant workstation is Smartphone Bridge Operator

Fixed asset of work of the operator is the client application - Smartphone Bridge Operator. Using this tool the operator manages telephone calls. The ergonomics of the application of the operator provides use in operation only of the mouse manipulator. The window of the call center operator consists of four areas:

the window of virtual lines displays in real time queue of calls in Call center;

the window of the operator provides information on the current call and also the status of a call, time and contacts of the subscriber;

the window of a testatura and command keys replaces the keyboard of system phone;

the window of terminals displays all subscribers of telephone exchange.

All incoming calls in Call center are routed or in a pool of virtual lines, or directly to the operator (in case of subscriber identification or the operator). At receipt of a call at the operator information on the subscriber (number, waiting time, conversation time, holding time, contact information) is displayed. The released operator has the right to select any call from a pool irrespective of a priority of its receipt.

The operator can transfer the accepted call to any employee of the organization. A transfer of a call is made using a window of terminals and also using context search in the book of contacts, available of a key pulser window.

In the Terminals window the icons of all phones of the organization corresponding to extensions of telephone exchange are displayed. The status of each phone is displayed in real time in a window of terminals.

The operator translates an active call clicking the icon of the corresponding terminal. The Terminals window gives following features:

• fast redirection of incoming calls (blind transfer) and also redirection with preliminary consultation (consulting transfer);
• display of a status of the subscriber it (is free, busy, blocked), the entering or outgoing call, etc. by means of change of the image of icons;
• detail connection with the help of hints when leading the pointer to the corresponding icon (indication of participants of connection, the status, etc.);
• the arrangement of subscribers on several pages (directories) is provided.

Admin tool of Smartphone Bridge Manager

Management and control of work of Call center is exercised using the Smartphone Bridge Manager application. The administrator of Call center (supervisor) uses a set of the following tools for work with a system:

• adding and removal of subscribers/operators on a switching field;
• synchronization of terminals with automatic telephone exchange;
• synchronization of the database of a system with the Active Directory;
• creation of reports on calls, on certain operators;
• efficiency analysis of work of Call center;
• editing list of users;
• tasks of the working schedule of each operator;
• viewing system magazine of calls;
• creation of reports using the Smartphone Bridge Reports system.

One of important components of work of Call center is reporting system of Smartphone Bridge Reports. Each telephone call (entering, proceeding, which is passed) is fixed in the protocol of calls and can be included in a request form of reports. In the protocol of calls the following fields are fixed:

• date of a call;
• call time;
• the direction of a call (entering, proceeding, passed);
• the phone number (typed or the entering AON);
• call duration.

The window of the protocol of calls contains the table for display of records about calls and also the filtering mechanism (creation of selections with search options of the user) records.

Smartphone Bridge Reports is a powerful tool for creation of reports on different levels of the organization.

Creation of reports is available on the following objects:

• IVR;
• Group of operators;
• Operator;
• Switching.

Reports on IVR include information on the calls which came to the IVR server, time of their service in IVR and switching of these calls to different divisions of the enterprise.

Reports on group of operators allow to define quantity of the arrived, passed and accepted calls in group of operators and also different temporary indicators for calls within the set intervals. In addition, the report contains information on the level of service for this department. Reports on operators contain temporary and quantitative indices on service of calls, information on punctuality of the operator obtained on the basis of the working schedule set for it. Reports on switchings allow to reveal data on the number of switchings by the set operator or division to other departments of the company and also waiting time for switchings.

There is a possibility of export of reports to different formats.

Smartphone IVR-Server

The structure of Smartphone Bridge optionally includes IVR (Interactive Voice Response) the server. This component of Call center is used as a telephone superstructure for routing of calls, decrease in load of operators and identifications of requests.

For creation of IVR scenarios the open instrumental visual Smartphone IVR-Generator environment is used. This tool makes available to the administrator of Call center the high-level visual graphical interface based on Drag&Drop technology. Set of numerous blocks is provided to the administrator, each of which allows to perform certain specialized operations, it is necessary only to change as necessary the scheme of telephone dialog according to job requirements of Call center. At the same time any programming languages or special knowledge in the field of telephony are not required. Enough simple skills of work in the environment of the Windows operating system and acquaintance with several test examples.

It should be noted that except tones, the voice interface using a speech sensing technology is built in the IVR server. Such approach does dialog of the client with Call center convenient and allows to get access to the service/operator without listening of any information.