TeleVantage - a call centre solution

TeleVantage includes call centre and contact centre functionality as standard. 

It enables companies with as few as 3-5 employees to implement fully featured call and contact centres as well as providing scalability up to 720 workstations for large call centre applications.  TeleVantage is at the forefront of call centre technology, and offers a range of solutions that replace traditional systems with far more powerful options.

Whether your company is primarily a contact centre or it is just one of your departments that wants to manage its incoming calls better, TeleVantage offers a solution for improving employee productivity and customer satisfaction.

Integration with your business phone system

Because the call centre is an integral part of the TeleVantage business phone system, there is never conflict between the two.  Issues which can be a problem in call centres based on the integration of separate components do not occur.  For example:

• Calls from customers which are made to an extension or main switchboard can easily be transferred to a call centre queue.  There is no need to ask the customer to call back in on a different number.   

• Calls to an agent from his colleagues or from the main number and the calls he receives from customers are separated clearly on different tabs on the desktop ViewPoint application.  The agent can recognise the different calls and choose what action to take to deal with each call.

• TeleVantage’s personal status menu enables an agent to take calls only from customers and direct his calls from colleagues and the main number to voice mail.

• Interactive Voice Response (IVR), Predictive Diallers, and other voice-enabled applications seamlessly integrate with the TeleVantage system

Managing the call centre

TeleVantage provides the tools to create and manage a powerful full-featured call centre.  It provides local and remote on-screen access to the system administration functions. Adds, moves and changes can be managed with the click of a button and the intuitive queue based interface provides tools for:

Queue maintenance (Managing your call centre)	Advanced call distribution
Agent management	Caller hold experience

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Queue maintenance (Managing your call centre)

• Single-point definition and maintenance for all aspects of a queue, makes call centre administration easy.
• Create as many queues as you want (for example Sales, Customer Support, etc.), each with a different customised setup.
• Click to take a queue off-line and send all its calls directly to voicemail, for example after hours.
• Automatically record a queue's calls on a periodic basis that you define.
• Define the queue's voice mailbox just like a user's, with greetings and e-mail or pager notification of new voice messages. Restrict access to the queue's voice mailbox by agent permission.
• Define the statistics update period for real-time display of queue stats.
• Automated scheduling of queue hours.
• Flexible task-oriented permissions by agents at once.
• Change permissions for several agents at once.
• Access queue by extension, DID number, auto attendant, and dial-by-name.
• Forced or optional account codes, with or without verification.

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Agent Management

• Easily add and delete agents to handle turnover.
• Choose whether an agent is "signed in," meaning he receives calls when available, or "signed out," meaning he functions purely as a supervisor or observer. Choose whether agents have permission to sign themselves in and out.
• Define agents as "silent observers," so they can't be seen by other agents in the Queue Monitor.
• Automatically record an agent's calls on a periodic basis that you define.
• Define certain agents as supervisors by giving them supervisor permissions, such as the ability to monitor or coach other agents, view queue statistics, access the queue's voice mailbox, and more.
• Apply and change permissions in bulk for multiple agents, or fine-tune permissions for individuals.
• Set wrap-up time (the time after a call to complete paperwork) individually per agent.
• Versatile agent use: an agent can belong to multiple queues, and be a normal agent in one, a supervisor in another, and an overflow agent in a third.

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Advanced Call distribution

• Choose from six distribution algorithms to maximise your use of agents.
• Automatically set agents on break if they fail to answer queue calls, cutting down on caller hold time.
• Set caller priority based on caller input, so important callers are bumped to a higher position in the queue - how much higher is up to you.
• Handle heavy-volume periods with multiple tiers of overflow agents. Each tier is only called when all normal agents and all overflow tiers are continuously busy for a period of time that you define. Add as many agents to each tier as you want.
• Multiple overflow agent tiers for high volume periods.
• Agents can manually take waiting VIP callers out of queue as needed.

Callers' hold experience

• Record or import welcome messages for customers to hear when they first reach the queue.
• Record or import hold prompts that play once, repeat, or play based on queue conditions like caller priority or estimated wait time.
• Use automatically-updated system messages that tell the caller their position in the queue or their estimated wait time.
• Variable hold music per queue.
• Prompt callers to enter data, such as an advertising ID number, with or without validation checking. Caller data is passed to agents and can alter the caller's hold experience by affecting their priority or the prompts they hear. Play special messages only to callers who enter specific advertising codes.
• Offer callers special-key options to transfer out of hold to an extension you define or to leave voicemail.

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Useful page links

	Video feature tour and demo			ViewPoint
	Call statistics			Call centre capability
	Specification & feature summary			Benefits and migration to IP