CALL CENTER SOLUTIONS:
Stingray Light/Enterprise Call Center
The main aim of Stingray Contact Center is to orchestrate your communication channels with your clients through phone, fax, SMS, email and web integration. Our offering between the Stingray Light vs. the Enterprise version basically depend on the line connectivity available; for analog lines we use the light version while for digital ISDN/SS7 lines we recommend the Enterprise version.
Some of the major features are:
Given that there are always more people call the call centre than the number of available agents, call queuing is a must to enable the best utilization of all agents and never reject any calls or give the user a busy signal. Every agent will have his call queue that he can see on his Agent software. The queues can be monitored by the administrator for performance management. The caller is notified every time interval of his number in the queue in order not to make him hang up the line.
Automatic Call Distribution
Automatic call distribution will distribute the incoming calls as per the user preferences. This eliminates any need for transferring calls between agents. It also makes every agent's queue very representative of the tasks that are needed from him.
Although Automatic call distribution is a very useful feature in any call center software, it can lead to an unneeded side effect. The strict adherence of the rules of matching the caller's input with the agent's skills can lead to too many callers waiting for specific agents while other agents are sitting free and not servicing any callers. If such a situation occurs, then it will result in inefficient utilization of time and resources.
To avoid such a case, the Stingray CTI platform provides a feature called "Load Balancing", which can detect the above situation, and takes measures to rectify the problem. Load balancing helps making full utilization of the hardware and the agents. It will override the Automatic Call Distribution in case of a long waiting queue for agents with specific skills, while other agents are far less crowded or not serving any callers.
Agent Evaluation Reports
To help monitor the productivity of the agents, and make sure of the level of service offered to the customers of the call center, the Stingray CTI platform offers statistics and logs of the agent's activities. Including the number of phone calls serviced by the agent, the average duration of the calls, the number of calls in which the caller hanged up, the number of calls that were not serviced, etc…
Real Time Queue Monitoring for Agents
Besides offering statistics on the performance of agents, Stingray also offers agents themselves real time queue monitoring. Every Agent PC will show the number of callers waiting for the agent and the total number callers waiting in the whole call center. This feature allows agents to keep the pace with the callers and adjust their performance to service the largest possible number of callers.
Stingray Billing System
Stingray is equipped with a very powerful Billing OLAP (On-line Analytical Processing) engine that allows the administrators to monitor online all the traffic coming through or going from the system.
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Stingray Enterprise Call Center
Stingray Light IVR Platform
Stingray Enterprise IVR Platform