Oktell Call-center

The software solution Oktell Call-Center has functionality for quick start of new projects of customer company and gives the chance to quickly make changes on a work progress without stopping or temporary interruption of activity of call center. The flexibility of the platform allows to use the software solution equally effectively and in the small companies, and in large outsourcing call centers.

Oktell is the communication framework representing the powerful instrument of automation of telephone and information service. Oktell is developed on the basis of the deep analysis of modern business processes and combines in itself intelligent office system of telephony, multifunction operator call center, automatic directory services. Due to broad functionality Oktell can be successfully integrated into structure of the companies conducting the work in the different directions and also is quickly adapted for the solution of specific tasks of business by way of simple setup. Oktell allows to use direct landline numbers, to make and accept telephone calls, both on normal telephone lines, and by means of Internet connection. At installation in office of the solution Oktell it is not necessary to stretch new internal telephone lines as for connection of phones already existing local computer networks are used. Time for installation of telephones to office is reduced, and joint work with already available and functioning telephone exchanges allows to make transition to new technology gradual and smooth.

In 2011 the new mechanism of integration which allows to take out functions of work with telephone calls from the client place of Oktell in the WEB interface of the Customer Relationship Management System was developed: accept, switch, make a call, collect in a conference now perhaps directly from CRM. It allows to expand considerably possibilities of the products CRM, it becomes much more convenient to work in them. Also integratsiionny protocol allows to enter automatically information on a call into the Customer Relationship Management System, to route a call on the responsible manager on the basis of data from CRM, to open the client's card at an incoming call.

The telephone server can is in the company, or is installed at hosting provider. Web the server of the Customer Relationship Management System can is on the server of the company or in a cloud. Fast exact stable interaction between the server of telephony and the CRM Web server is anyway provided.

Control functions by telephony from the CRM interfaces:

• Initiation is ringing
• Switchings and conferences.
• Connection to a conversation.
• Start of scenarios of Oktell.
• Access to statuses of users:
  • a break – an incoming call to the user come to voice mail, for example.
  • it is busy – the employee speaks by phone.
  • readdressing - that all calls are redirected to the employee according to the configured rules,
  • it is ready – return to a normal receive mode of calls.

• Information access about the arriving call, the subscriber
  • access to statistics of calls and a call recording (by the rights).
  • an information access about the expecting queue of subscribers in real time.
  • access to management of the readdressing mode.

Having implemented the integration mechanism you receive not just the CRM system and not the just intelligent IP PBX — two systems work together increasing advantages of each other.

Advantages of the integration solution

Routing according to information from CRM

At an incoming call Oktell sends a request in CRM and obtains information on the partner from there: its name, type, status, responsible, his business and mobile phone, e-mail address. On the basis of these data, according to an algorithm routing of a call is made. If necessary the Oktell system can switch a call to the mobile phone of responsible, take the order for a call and send it to the CRM system, by the SMS or email. Setup is made in the scenario of the entering routing of the program Oktell IP PBX.

Outgoing calls — one click

It is possible to call directly from the browser – one click on phone of the client or employee. After the subscriber on that end picks up the phone a system sends callback to your ip-phone and connects you. At any time Oktell can give a command to the CRM system to open a call card.

Call to the new client

The employee received the business card and calls the potential client. The automatic telephone exchange program checks number on base of the CRM system and without having found compliance will suggest to issue a card of the partner or a card of a call. Thus any contact of your company with clients will be considered.

The client's card at an incoming call

Incoming call: at the employee phone calls, and in the CRM system the card opens. It can a card of a be call, the partner, employee, a card of a task or the agreement. At a call on group number, the card opens at all employees of group. After one of employees received a call – at the others the card is automatically closed. The type of the opened card and the moment of its opening is configured in the scenario Oktell.

Switchings, conferences, connection to a conversation

To switch the interlocutor to someone from employees or to invite the last in a conference it is possible one click on number the plan of the organization. It and truth so simply. At the same time color of an icon of the employee shows – the employee at the moment is free, talks or departed on affairs.

Mode of video calls

Oktell automatic telephone exchange program developer announced at the beginning of 2012 implementation of the mode of video calls and video conferences. Now the staff of office using normal IP phones in workplaces (Yealink T18 - T36), has an opportunity in addition to start exchange of video signal on the computer.

Thus users of automatic telephone exchange of Oktell for the organization of video conference do not need acquisition of expensive multimedia videophones - for obtaining video the standard webcam or the IP camera, for display of video of other participants and management - the personal computer, and for a conversation - working IP phone is used.

Can be connected to a conference both the employees in office and who are far off on the Internet and also subscribers of a city or mobile telephone network. The present possibility expands application of automatic telephone exchange program of Oktell. Now using phone connected to it it is possible not only to accept and make calls, but also to participate in video conferences and conference video meetings.

Integration of telephony into any web applications

In the Oktell program in September, 2012 addition for integration of telephony into any web applications appeared. Enhanced capabilities will be especially interesting to automation of CRM systems, help-desk of services and other corporate systems, allowing to integrate into them telephony functions.

The Telephone systems company provided expansion for the automatic telephone exchange program to Oktell which is capable to be integrated with the majority of the software products and CRM solutions constructed on web technologies. Still communication framework of Oktell allowed to be integrated only with the Windows applications started on the user's computer. With the advent of a plug-in of Oktell.js can integrate telephone functions as well systems working via the browser. It allows to work with calls in the context of the main business process implemented in the interface of the web application.

The library connects to the Oktell server on its own socket to the protocol and provides to the web application simple control functions by telephony. Thus, it is possible to teach to support in several hours a web system all necessary functions. Using such integration the user has an opportunity to manage the phone directly from the web interface: make calls, create conferences and manage them, receive calls and translate them to free managers or operators of technical support. For voice transmission IP phone, program soft-phone or a flash-plug-in is used.

In the near future in Oktell.js the possibility of commission of calls by the headset, via own web phone in the browser on WebRTC technology will appear. Despite novelty, the WebSockets technology is already supported by all modern browsers, both for computers, and for mobile devices.

Web client of Oktell

The web client is one of alternative applications of Oktell implemented in the latest version of the program of 12/25/2012. Unlike the classical version of the program, the web client of Oktell it is not necessary to install on the user's computer. To start work it is enough to open any modern Internet browser and to enter the address of your corporate Web server.

Actually, you receive freedom from a workplace at office, and can use the main functionality of the program on any computer and worldwide. The web client allows you to accept and make calls, to organize conferences, to conduct base of clients, to correspond with colleagues and many other things.

All components of the web client of Oktell are capable to work as in Windows, so in Linux and Mac OS. For commission of calls you will need IP phone or the program SIP softphone. Now we work on building in the softphone in the web client.

The web client is always relevant. On the Oktell.ru server there is always the latest and checked version. You receive all new features and updates at once at connection.

Use of the web client is safe. Connection with your personal automatic telephone exchange is performed directly from the browser that saves security of your personal data.

In the course of creation the web client of Oktell received the convenient interface in use and corporate, minimalist design which does this application even more attractive.

How to adjust work of dispatching taxi service or why two heads are better

In recent years in many regions of Russia and the CIS countries became effective the new legislation regulating activity of taxi pools, rules of the game in the sector of private transportations as a result changed. The competition became much more tough, many entrepreneurs do not keep up with the set paces and abandon the market.

At reasonable desire to save, very important not to forget that for the passenger, in this case, nothing changed. The passenger still wants to order the car without queue, "hassles" and in the mildest terms. In the circumstances, it is very important to adjust effective communication with clients and to make process of the order of the car fast and convenient, so — most automated.

As a rule, the majority of orders of the taxi is made by phone. Therefore the organization of a modern taxi pool is closely connected with the choice of the specific solution for the organization of call center and automation of dispatching service in general. In the market there are several widespread solutions for automation of work of taxi service. However many of them are capable to solve only a narrow circle of problems: it or professional call centers with a superstructure for taxi services, or the program for automation of taxi pools with the built-in opportunities of call center. In both cases you sacrifice opportunities, and sometimes correctly selected solution is capable to affect income of your business.

Therefore, it is sometimes better to entrust work to two professional programs, especially, when among themselves they already "made friends". Based on the integration solution Oktell and the Taxi the Master, we will try to select main advantages of use of similar solutions.

Using a software package based on Oktell and the Taxi the Master, you have an opportunity:

• To accept automatically, to process and distribute orders;
• Accept and send messages of the SMS for communication of clients and service;
• Organize work of drivers via cell phones and the CPC;
• Accept payments from drivers via payment terminals;
• Use for calculation and laying of a route of GPS navigation;
• Conduct different categories of numbers (lists of "white", "black" numbers, etc.);
• Allow the client to make out the order, without waiting for the reply of operator;
• Execute the subsequent automatic notification of the client and if it is required — to connect the operator to the client.

Process of implementation of this solution represents a complex of technical and consulting services which allow to perform high-quality transition to a new format of work with customers in short terms. Also, you get high-quality, continued support from a professional team of producers.

Integration of call center of Oktell into the program of the Taxi the Master allows to increase significantly the processing speed of orders without service quality loss, so — to raise revenues of your company.

2017: Expansion for audit of the platform is added

On July 26, 2017 the Bpium company announced release of expansion for a communication framework of Oktell. They will help with questions of quality control of telephone negotiations of employees and processings of the missed calls.

Module "Audit of Calls"

• will help the head of department or the interested top manager to check - how often employees make mistakes in a talk.

Each conversation is estimated by a ready technique. Errors are divided into professional (words parasites, incorrect information, ethics) and critical for business (the conversation conducts to losses, short-reception of profit, unjustified obligations). By number of errors assessment treats, and aggregated data form a basis for analytical reports.

Module "The Missed Calls"

• fixes the reasons for which the client did not phone in the company (got lost in the voice menu, called not working time, the employee is busy with another story). On each case the card forms. The responsible manager is obliged to call back and enter information on results of a conversation.

We set the object, to give to entrepreneurs a ready complex of tools which will increase quality of external communications of the company. Integration solutions are supplemented with the ServiceDesk system for acceptance and processing of addresses which we released at the beginning of 2017. Data arrive not only by phone, and their lifecycle is not limited to a conversation. Each entering address should follow along a certain route, and we know how to lay this route. Victor Nikitin, CEO of Bpium

2014

Oktell 2.11

On July 4, 2014 the Telephone systems company provided new release of the Oktell 2.11 program.

As a part of release a set of the changes improving a program runtime and new features:

• integration with service of speech recognition Yandex ASR Cloud;
• full integration of the web client and web operator;
• shop of modules and applications;
• the system of the configured dashboards.

The release is developed according to the new concept of the software applications (modules) connected to the web client.

Oktell is predictive dialing

On January 28, 2014 the company Telephone Systems announced addition of functionality of a communication framework of Oktell with use opportunities ^[1] set of numbers.

Earlier users of Oktell were given an opportunity of use of progressive set of numbers, i.e. automatic dialing of contact center to several subscribers at the same time and connection first answered with the free operator. It reduces set time, cutting the occupied or not answering numbers.

2013

Oktell Connect

On November 20, 2013 the Dzhidisi Servisez company provided the module Oktell Connect which provides integration of functionality of telephony of Oktell into "1C:Enterprise 8".

The new module is available to corporate clients since November 20, 2013. After installation of the application, in 1C the interface for management of telephony appears.

Functionality

Oktell Connect implements transfer and call acceptance, pop-up information on an incoming call and:

• counter calls, conferences
• chat, voice messages
• magazine, events, information on calls
• dashboards (dashboard), statistics, reports.

Denis Bukashin, the CEO of Telefonnye Sistemy LLC, noted: "Integration of the IP telephony into the 1C Platform - a special offer for representatives of medium and small business. Today the IP telephony is more and more densely built in the solution of relevant tasks of the companies. At the same time, such integration will help heads to obtain more complete and operational information about work of the subordinates".

Oktell 2.9

On October 2, 2013 the release of the version of Oktell 2.9 took place. The updated distribution kit of the program includes more than one hundred useful changes, expansions and additions. A part of innovations is responsible for technical aspect of a product and is directed to stability augmentation and reliability of system operation. A part — opens new opportunities for users. Entered the list of important changes:

• Expansion of opportunities of the web client (program management from the browser)
• It is more than actions from a personal account
• Sections are optimized, reporting system is improved
• Creation of conferences and work of steel in them more convenient
• Instruments of integration and the list of compatible software are expanded

Among the significant innovations and additions which happened to Oktell in 2013 It should be noted:

• The web client of Oktell allowing to make calls and to work with applications on any devices and any OS;
• Oktell Dashboard Pro is the system of statistics for tracking of key business processes in the companies;
• Integration with the popular CRM systems, among which: "1C:Enterprise 8", Megaplan, amoCRM, BPMonline, Client Kommunikator and dr;
• Oktell-panel.js plug-in allowing to build in telephony of Oktell web resources and applications of the organizations;
• Oktell Antirobot is the module for call centers allowing to distinguish and disconnect voice mail at automatic outgoing call-down;
• The software module of CRM Gateway which is applied to all line of hybrid exchanges of Yeastar.