Call center of Infinity

Introduction

The call center of Infinity represents the software package intended for automation of process of service of calls, e-mails and messages from the website. Key features of Infinity are the broad functionality, stability of work, simple and fast scalability, flexible integration with information systems, easy and effective use. Infinity can work as independently, and together with almost any telephone exchanges (Avaya, Panasonic, Asterisk, NEC, Siemens, etc.), expanding their opportunities with a set of intellectual functions.

Functionality

Attendant workstation

Attendant workstation represents the application which is installed on the employee's computer. Before start each operator enters the personal data the login and the password. These parameters are unique allow to limit access to certain information or the Infinity tools. Besides, it gives the chance to keep statistics individually on each operator. After loading of the application to us the main functionality of the operator for acceptance and commission of telephone calls is displayed. For each employee it is possible to combine functional panels, their size and provision, thus, what will be the most convenient for accomplishment of the current task of the operator.

Below several options of configuration of panels of a workplace are shown.

Card at a call

Infinity allows to process quickly and qualitatively each call of the client who addressed to your company. The software for Call of the center defines the subscriber number and displays the employee the client's card containing the structured data on calling. In a card the necessary information obtained from all corporate bases of the company integrates. The convenient graphics editor allows to create the client's card practically of any format!

In addition to data on the client the card contains fields for information input. The employee talking to the subscriber can fix in her important parts of communication and not be afraid that data will be lost. If possibilities of a card are insufficient, scenarios of dialog with the client will come to the rescue.

Scenario of dialog

The scenario of dialog helps to fix important parts of telephone communication quickly. The employee sees questions which the subscriber needs to set, and the fields intended for input of answers. Depending on the acquired information the program displays the corresponding hint. After completion of the Infinity dialog suggests to activate command execution. For example, billing in an accounting system.

Use of the program considerably reduces time for personnel training. The scenario of dialog acts as the assistant and excludes a possibility of commission of an error at a conversation with the client. New employees can participate in outgoing telephone campaigns without passing of long preparation! The designer of Infinity provides creation of scenarios of dialog not only for outgoing, but also for incoming calls. And as the simplified alternative you can always use a card of a conversation with the client.

Processing of e-mail (e-mail)

The call center of Infinity allows to work fully with e-mail as well as with calls. At a receipt of the letter a system analyzes: source address, destination address, date and time, subject and text. Depending on settings, Infinity can automatically distribute the message on the fixed specialist, answer, using the configured template, or to place in queue. There is an opportunity to work with both the built-in e-mail client, and standard programs (in this case there are certain restrictions): MS Outlook, Mozilla Thunderbird and others.

The optional module of a call from the website (Online is ringing)

Thanks to Call center of Infinity you will be able to offer the clients an opportunity to call free of charge your office one click. It is especially important if business provides emotional sales. This element of the website can look as the separate animated button, the picture or the clickable text.

Online consultant/Web-chat/Live-chat on the website

In Call center of Infinity the functionality of real-life communication with visitors of your website by means of a chat is provided. The present possibility increases percent of conversion of visitors and allows your employees to answer quickly the arisen questions of the client that is very important, especially upon emotional purchases.

In settings of a system you can set colors, the text of a greeting, templates of messages and time of automatic emergence. Queue of the calls and messages coming to your company from the website can be the general, allowing to process both communication channels by uniform rules, or separate when the employee in one step can service only one of them.

Statistics on messages will allow you to see efficiency of operators, the number of addresses in different cuts and such indicators as: waiting time, loss percent, service level.

If desired your web designer will be able to completely change a visual type of a chat for bigger compliance to design of the company.

Statuses of operators

The statuses of operators in Infinity are intended for the solution of several tasks. On the one hand, they promote increase in a customer loyalty, and with another – help to control work of personnel. The telephone calls coming to the company are distributed only between the employees who are present at a workplace and ready to acceptance of a call. If the employee needs to switch to the solution of other tasks or to leave from a workplace, he sets the corresponding status. Clients of the company save time, avoiding infinite waiting of connection with the employee.

To each operator information on availability of his colleagues from other departments of the company is displayed. It allows to prevent switching of calls to the employees who are absent in a workplace.

The company executive receives a detailed report about the statuses of operators and to the reasons of their change for any specified period.

Voice mail

You were called time off? All operators are engaged at the line? The manager did not manage to answer an important call? With modern Call the Infinity center you learn about the reason of each passed call. The client will leave the message in voice mail, and the responsible will receive the notification. If the message is left by the VIP client, Infinity will call on mobile the manager, will suggest it to contact the subscriber. It is possible to listen to messages using the computer or by phone. Voice mail will be at your disposal 24 hours a day where you were! The quantity of the calls left without answer will decrease, and the customer loyalty considerably will increase.

Order of a call

The order of a call – service which will be appreciated by your clients. You save loyalty of the subscriber who called you time off or the employee not found on site necessary to it. In the voice menu of the company the client will be able to order a call of the operator. Employees will receive the adequate notice and will contact the subscriber as soon as possible. Besides, Infinity will save the client from long waiting of the answer in case of absence of free operators. The subscriber will leave the order for a counter call and will hang up. A system will call back to it in turn and will connect to the released employee. You do not miss any address of the client, so strengthen reputation of the company as really reliable partner.

Call from the browser and Excel to one click

The call center of Infinity maintains simple and convenient functionality of commission of a call by one click from the browser or the Excel application. The range of application of the present possibility is wide and will be useful to any user, reducing time for dialing. Especially will estimate this possibility of the company, using Excel instead of the accounting system, or working in different webCRM.

Let's carry out simple calculation. On dialing or transaction of copying insert 5 seconds on average leave. Having increased them by quantity of calls in day (for example 100), the working days in a month and the number of operators (for example 10) we receive more than 30 saved hours which your employees will be able to spend more effectively!

Chat between operators

In call center of Infinity the possibility of text messaging between operators by means of the built-in chat is implemented. This functionality is very convenient when it is necessary to bring information to the employee during the conversation or in the period of his absence from work.

Opportunity both sendings individual messages, and the organizations full a chat conferences is available.

Outgoing campaigns

Infinity allows to automate process of mass call-down. For holding an outgoing campaign it is necessary to load base of subscribers into a system and to define the operators participating in work. The call center in the automatic mode dials to subscribers and in case of their availability, transfers a call to the operator. At connection with the client on the screen of the monitor the card or the scenario of dialog is displayed. Thus, process of mass call-down accelerates and labor productivity of operators increases. The possibility of holding several outgoing campaigns at the same time is implemented.

Online monitoring

The tool online of monitoring of Infinity allows the head to control onto a company performance in real time and to trace information on the current calls of employees, the statuses of operators and the number of subscribers in waiting queue. A system automatically updates the provided data with the set interval.

Module of the reporting (statistics)

In a system a large number of the reports reflecting different aspects of a company performance is implemented. Analyzing results, it is possible to estimate degree of load of telephone lines, the service level of subscribers, average quantity of calls, the reasons of lost calls and many other things. Information in reports can be presented in the form of tables, diagrams or OLAP cubes. Distinctive feature of Call center of Infinity is an opportunity to independently edit the existing reports or to create new. Chronological data (diagrams, charts and tables) will help to understand reports that occurred in "Infinity Call center X" for any interval. Unlike reports of real time (monitoring) chronological reports can be selected for any time frame.

All statistic reports have the general tools of management allowing to select quickly the report for today, yesterday, last week, month or any other period, to print the report, to export data or to save all report in archive.

Besides each of statistic reports can have own set of criteria of selection which changes depending on settings of the report.

Depending on settings the same report can be submitted both in a schedule type, and in the form of the table.

Together with a complex more than 80 preset reports which allow to study in detail load of call center in different cuts are delivered.

Let's consider some of the most interesting reports. Below the report on queues of distribution of calls is submitted. On it it is possible to see the service level of clients and percent of lost calls. Also the quantity processed and the total number of calls is specified. Duration of waiting is estimated by average, maximum and total values.

The report on dynamics of average duration of waiting is also interesting. Peak values correspond to peak busy hours of Call of the center.

The report "results of transfers of calls" clearly demonstrates in percentage quantity of the calls lost, cancelled, left without answer, successfully translated.

The report on pictures of screens gives an opportunity of viewing screenshots of the users saved with the set frequency.

From the report of the table of connections it is possible to listen to record of a perfect talk, together with viewing pictures of screens.

The following report shows at what stage calls in a graphic and tabular style were processed.

Requirements and technical characteristics

Requirements to the server hardware

• The personal computer meeting the following minimum requirements:
• Complex configuration - up to 5 operators (managers) and 10 external lines: Intel® Xeon® 2.0 GHz (from 2 cores, recommended to E3), from 4 Gb ESKARS, from 200 Gb HDD;
• As an alternative it is possible to use the Intel processors Core i5, i7 (Sandy Bridge, Ivy Bridge)
• Complex configuration - up to 20 operators (managers) and 30 external lines: Intel® Xeon® 2.4 GHz (from 4 cores, recommended to E5,X3), from 6 Gb ESKARS, from 400 Gb HDD;
• Complex configuration - up to 100 operators (managers) and 60 external lines: Intel® Xeon® 2.6 GHz (from 6 cores Family recommended to E5), from 8 Gb ESKARS, from 1 Tb HDD;
• When using the standard (not server) motherboard, installation in the server of the external network interface card which is not integrated into the motherboard is necessary;
• The operating system strictly Windows 2003 SP2 rus/2008 R2 server rus/2012 server rus (with relevant updates)
• At the Complex configuration - over 100 operators (managers) and 60 external lines additional approval of the Contractor is required;

Requirements to the equipment in workplaces

The Intel® Pentium processor from 2 GHz (the recommended Intel Pentium G-seriese, Core2Duo, I3,I5); OZU from 2Gb; hard drive not less 30Gb (empty seat); operating system (Windows XP SP2 rus/Windows Vista rus/Windows 7 rus/Windows 8 rus. Versions of Professional or Enterprise).

Requirements to network

• The local network providing stable communication under the TCP/IP protocol with a speed of 100 Mbit/sec. and above. In a case with limited capacity, the switching equipment should support QoS (ToS). The delay of IP packets should not exceed 50 milliseconds. Loss of IP packets should not exceed 2%.
• Capacity of the channel between devices should not fall lower than 20 Kbit/sec (G.729) and not lower than 80 Kbit/sec (G.711) by one conversation
• Ensuring passing of network traffic between VOIP devices and also the guaranteed delivery of VOIP of packets from range: 5000-5200, 6000-6200 (UDP) that means steady work of all network equipment, including routers and routers
• For remote connection of specialists of developer to your server it is necessary to provide a qualitative Internet channel with stable connection to the server and jobs of operators. The recommended speed not less than 2 Mb/sec.

Integration into databases

Support of connections to any known databases through ADO/ODBC technology (Oracle, the MS SQL Server, Firebird, DBF, Excel, Txt, etc.)

Integration into applications

Integration with corporate information systems is performed using the specialized module. Ready modules for 1C, Terrasoft, Luxbase and of river are implemented.

Short history of a product

2005-2009

• In 2005 the first version of the software product for automation of call processing — call center of Infinity is released.
• In 2007 based on Call center of Infinity the industry solution for dispatching taxi services — Infinity TAXI is created.

2010

• In September, 2010 as a result of technology partnership with Terrasoft company, the solution provider in the field of customer relationship management, releases the integration module for products call center of Infinity and Terrasoft CRM.
• In November, 2010 as a result of technology partnership with data center "1C-Rarus", the joint venture of 1C and Rarus companies, releases the integration module for products call center of Infinity and "1C:CRM".

2011

• In May, 2011 as a result of technology partnership with "1C: Accounting and Trade" (BIT) the integration module for products call center of Infinity and "by BIT:CRM 8" is released.
• In 2011 the project on creation of geographically distributed call center based on Infinity for FASP company was called one of the largest in Russia (data of CNews Analytics)
• In 2011 works on implementation of the interface for integration with the popular systems of recognition and speech synthesis are carried out.
• In October, 2011 the inCOMa company implemented project integration of Infinity and Microsoft Dynamics CRM.

2012

• In February, 2012 as a result of technology partnership with FLASH connect company integration module 1C is released: FLASH-Infinity for products call center of Infinity and 1C.
• In March, 2012 the new platform for the products Infinity - X is issued. The solution Call center of Infinity X and Infinity TAXI X is presented

2014

• In 2014 integration with the product automating collection activity - Luxbase "Kontakt" is implemented
• In the summer of 2014 integration into the FileControl system is carried out. Now in statistics of Infinity it is possible to see information on activity of operators in use of Skype, ICQ, the Agent of Mail.Ru, Jabber and of river.
• In December, 2014 the Web chat (Online the consultant on the website) is created by Infinity

2015

• In 2015 integration with a product for carrying out video calls and joint work with the website Aurus RichCall is implemented
• In the summer of 2015 work with e-mail in Infinity is expanded. The IMR mechanism (Interactive Mail Response) is implemented and interfaces on work with incoming letters are created.
• In 2015 solution SaaS of Infinity Smart is submitted