Digium Switchvox

Automatic telephone exchange of Switchvox 5.0

The mobility of Switchvox gives new opportunities for merge of mobile and analog telephone networks. It allows to connect them in one system and to create conditions for close interaction between external devices, mobile, stationary phones and automatic telephone exchange of Switchvox. User interaction the Interface became simpler and easy in use. Thanks to what considerable time for its studying is not required. Simplicity and visualization of the interface represents excellent conditions for work with it. The management and the reporting the Additional report forms added in version 5.0 allow the network administrator to create new detailed reports that gives the chance to obtain more information. Easier possibilities of configuring support group transactions of management, creation of notes for record of parts of a configuration and also provide the improved diagnostic system. API B the upgraded API interface are used new utilities and methods. It provides to developers big flexibility of integration and user preference of applications for automatic telephone exchange of Switchvox.

• Monitoring will be pleasant to heads, a system independently watches operators and in time signals about deviations. We give the chance to configure the service level and 'threshold' values for many indicators of work of operators. At any deviations, notifications automatically come to command center or on e-mail. There is no need for constant control of operators, viewing images from screens of computers or wire tapping now. A system watches operators automatically.
• A system keeps track of all activity of operators, not only work with calls, and any work of the operator at the computer. We give the chance to learn on what the operator what processes slow down work spends time, is what is the time spent for entering of information in a business system or on a game in 'kerchief'. The special agent traces applications with which the operator, and any actual activity at the computer works. Management of working time of the operator is completely automated, without the need for manual switching of the status of readiness of the operator for work.
• A system independently 'corrects' problems and errors of operators, in time setting 'a smart pause', sidelining the operator for several minutes and then returning to work. It can be useful if the operator was distracted by other task or forgot to update the status in time. This quality will allow a team of operators to reach high-quality service, taking into account specific features of work of each operator. Now you will be able to enter into a team of new employees without additional training.
• Sometimes the operator should carry out this or that task after a call, for example, to book a ticket or to enter data of the new client in CRM. We consider this time and we use in routing of calls so that the following call on the operator arrived only after accomplishment of this task. A system traces applications with which the operator works, and gives the chance to the head to set time frames for end of tasks in them. Now we can guarantee that each new call arrives on the operator, free and ready to work, it considerably reduces connection time with the client for all team of operators.
• Technology of visualization which we use – display of activity of operators on special 'events feed' of timeline. Except the executed and missed calls, on a tape any events important for business, new signing up in CRM, requests, e-mail messages, etc. can be displayed. It allows to perceive work of call center more simply.
• A system always near at hand at each operator, except an opportunity for work with calls, we will show to operators information on results of their activity. It will help them to be organized and participate in the positive competition independently. Besides, we show to operators the 'missed' calls, and we allow to call back to the client quickly.
• A system displays the movement of rings on all company. Shows how they pass the IVR menu as move in queues of operators as arrive on specific employees. Now you know how many calls were lost on what step it occurred. It will be especially useful for the analysis of big, branched IVR.