The Business Phone Call Center is an Ericsson Enterprise
small system for a maximum of 40 agents. It helps you become more responsive
to customer needs and use your resources more efficiently - and thereby
control costs. Here's why.
The Business Phone Call Center is an auto-attendant that relieves
pressure on call center agents. It has the ability to collect, store
and analyze business-critical data, including both realtime and historical
performances - vital for fine-tuning day-to-day operations and long-term
planning.
You can use the functions of the Business Phone Call Center to conduct
customer satisfaction surveys or to analyze sales patterns during marketing
campaigns. The Business Phone Call Center will also help you plan your
staffing levels, by providing data on indicators such as average answer-time
or percentage of abandoned calls.
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Automatic Call Distribution (ACD)
Integrated in the Business Phone core system, directs calls to the
most appropriate call handling group, thereby enhancing communications
and customer service.
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Business Phone Call Center Supervisor
A Windows-based information management system that provides the supervisor
with specialist software support to monitor and assist call-handling
agents. The software also collects, analyzes and presents call data,
giving you vital overviews of operational and commercial performance.
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Business Phone Call Center Assistant
Provides a more efficient working environment for agents handling
large volumes of incoming or outgoing calls. By putting telephony
on the desktop PC, it provides rapid access to relevant data during
a call and thereby helps to automate business processes.
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Interactive Voice Response (IVR)
Provides information on hold, using advanced computer-telephony integration.
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