Call Centre

Calls centres are becoming more and more sophisticated. No longer is a call centre a mass of phone lines, instruments and switchboards. Information technology has opened the way to a world of efficient and space-saving devices, plus many never-before features that vastly improve the call centre experience.   More information at: call centre solution

Phone systems with a call centre option include:

TeleVantage

Wave

This enables the business phone system user to have complete analysis of outgoing and incoming calls. The call log shows the time & date, length, and phone number of all incoming and outgoing calls. In some cases call logging includes the capability to listen to, record and assess interactions between call centre agents and callers.

Phone systems with call logging include:

TeleVantage

Wave

Call

Management

Call Management is an application which links to your business phone system and collects data such as number of calls waiting, number of available agents, number of abandoned calls, time of oldest call waiting, speed of answer and average talk time. Typically used within call centre solutions, it provides a means for managing call traffic and producing monthly reports and can help run call centre operations more efficiently.  More information at: call centre solution

Phone systems with call management include:

TeleVantage

Wave

Call

Recording

Call recording allows you to record telephone conversations for later playback and analysis. Typically, the voice recorded files are saved in Windows .wav file formats making them easy to use. Almost all business phone systems can benefit from call recording - confirmation of verbal orders, disputes, key decisions etc. Few systems include this feature as standard

Phone systems with c all recording built in as standard include:

TeleVantage

Wave

Certified

installer

Cisco Systems, Inc. is the worldwide leader in networking for the Internet.  Cisco designs and sells hardware, software, networking, and communications technology services.  

Cisco compatible products include:

KIRK  mobility solutions   (selected products)

MESSAGEmanager

Skinny Client Control Protocol (SCCP) is a Cisco proprietary protocol used between Cisco Call Manager and Cisco VOIP phones. It is also supported by some other vendors.

CISCO Skinny compatible products include:

Selected Polycom wireless servers

Codec G.711,

Codec G.723.1

Codec G.729a

G.711

An ITU standard for speech codecs that provides toll quality audio at 64 Kbps using either A-Law or mu-Law PCM methods.   The uncompressed G.711 format is a required codec for H.323 audio and video conferencing in order to allow connections to legacy telephone networks.

The G.711 format has been the standard for digitising voice since the 1960s. Newer algorithms have lowered the bit rate considerably, and respectable quality can be obtained at 16 Kbps and well below that, depending on the quality of all the components in the system.

G.723.1
G.723.1 is mostly used in Voice over IP (VoIP) applications due to its low bandwidth requirement.  G.723.1 is the required audio codec in H.324 ITU-T recommendation for H.324 terminals offering audio communication.

Music or tones such as DTMF or fax tones cannot be transported reliably with this codec, and thus some other method such as G.711 or out-of-band methods should be used to transport these signals.

G.729a

G.729a is a compatible extension of G.729, but requires less computational power. This lower complexity, however, bears the cost of marginally reduced speech quality.

G.729a was developed by a consortium of organizations: France Telecom, Mitsubishi Electric Corporation, Nippon Telegraph and Telephone Corporation (NTT), and Université de Sherbrooke.

Computer

Telephony

Computer telephony integration (CTI) covers a range of applications which connect your computers to your phone system.

The classic application is "screen popping". This identifies the caller and display the database record on the screen before the call is answered. CTI also enables calls to be made directly from a contact management package by simply clicking the call button.

Phone systems with CTI capability include:

TeleVantage

Wave

In computer and technology terminology, "production grade" or "business grade" are phrases that are used to describe more robust and rugged hardware and software that is designed for intensive business and enterprise environments.

This is in contrast to consumer grade equipment, which is designed to be used less frequently, is less robust and which often does not offer the range of functionality or features found in a business or production grade solution.

KIRK mobility solutions are business grade solutions which out perform the consumer grade DECT or wireless handsets designed for use in the home.  More information

Contact Centre

Solution

One of the most important factors for a company’s growth and success is the contact centre. Efficient call management is the key to a proficient contact centre. An IP PBX system makes the job trouble-free and ensures that both call agents and customers enjoy an effective and pleasant contact centre experience.

Next-generation IP telephony systems such as Wave come with powerful voice and data management features and seamless connections to third-party computer telephony and back-office applications that are easy to learn and easy to operate. 

Phone systems with a contact centre option include:

TeleVantage

Wave

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organised way.

It involves using technology to organise, automate, and synchronise business processes—principally sales related activities, but also those for marketing, customer service, and technical support.

In general the overall goal of a CRM solution is to find, attract, and win new customers, nurture and retain those the company already has, entice former customers back into the fold, and reduce the costs of marketing and customer service.

Phone systems with CRM type applications built in include:

Wave