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Combined with the facilities of the ultra network ACD the ultra network inbound call solution provides a sophisticated service, interfacing with existing agent applications to display inbound callers' details with total integration with your current databases for smooth and professional call handling.
As Ultra is a network solution, there's no need to buy expensive on-site hardware and then spend months developing software to establish or grow the contact centre. Instead, Ultra delivers the calls from your customers to your agents via our virtual telephony systems. It's quick, it's easy to change, and you only pay for what you use.
Highly innovative in terms of cost and functionality, our pre-integrated solutions enable the end-users to streamline their business processes, thereby saving on both the set-up and the ongoing operational costs, and so improving the customer experience. There are multitudes of agents in a variety of worldwide locations that are using our technology at anytime to handle their inbound calls.
The Ultra inbound call Manager allows organisations to effectively manage call handling for the company by recognising, answering and routing incoming calls to appropriately skilled contact centre agents or groups – all call handling becomes highly flexibly and efficient. Additionally, there is also the option of full call blending with your outbound campaigns for additional customer experience and giving further potential cost savings with the reduction in FTE required taking the calls.
Features
- Network-based Automated Call Distributor (ACD) capable of scaling from one agent to many, located in single and multiple sites, and also remote workers e.g. home-workers.
- Interactive Voice Response (IVR) to provide the caller with DTMF (need to define this) menu information or to provide self-service capability, CATI (need to define this) type questionnaires, secure, agent-less credit card operations (e.g. PCI-DSS)
- Unlimited, real time monitoring tools and complete management reporting across all sites and agents
- Network-based Call Recording allows all inbound calls to be monitored across multiple sites for training or security/compliance purposes with online access
- Network queuing for extended capacity for the centre
- Skills based routing configured by secure manager’s website access
- IVR/Agent switching
- Volume/SLA/time of day based routing
- Network-based Computer Telephony Integration (CTI) that can treat the call according to data held on a CRM database
- Integrate with existing CRM/scripting systems for better call handling
- Complete inclusive scripting package for those centres without this function
- Agent Desktop – the Ultra ScriptWrapper screen pops the agent screen all the relevant information to handle the call with contact data, IVR choices, agent data collection, and any previous call history
Functions
- Inbound call rules set by contact centre
- Centralised online management via secure manager’s website access
- Rapid campaign deployment is now possible
- Increased call handling capacity
- Automatic operation via day and time project mapping
- Custom recorded digital messages per project – IVR
- Call overflow functionality anywhere in the world
- Internal and external call transfer capability
- Diarised Calling to customers can even be per specific agent if wanted – call ownership
Benefit to Customer
- Creating a more positive customer experience on every call
- Remain on hold - enable customers to remain on hold in order to maintain their queue position while waiting for an available agent
- Queue busting capability – while maintaining queue position - allow customers to hang up and then receive a call-back from an agent within the allotted wait time
- Empower callers to specify a more convenient time and / or a different number at which to be contacted later with scheduled call back functionality
- 1st call resolution is achieved more times as the call is routed to the correctly skilled agent for their particular inbound call
Benefits to contact centre
- Network ACD provides you with a more powerful and scalable solution at a fraction of the cost. There are no longer any hardware constraints.
- Manage and balance multiple types of demand for inbound calls, outbound, blended and multi-channel environments
- Scalable to meet business demands, both up and down
- Maximise the opportunity to increase productivity and provide seamless end-to-end service through efficient call handling and workflow modelling of the entire company
- Provide agent interaction tools that empower agents to participate in the process
- Analyse performance and event information in real-time or in a historical format
Key phrase (no times appears in content) – Google searches in last year – AdWords competition
Existing phrases (appear 3 or more times in text):
inbound call (9) – 2,900
call handling (6) – 12,100
contact centre (4) – 40,500
network based (3) - 3,600
inbound calls (3) - 390
ultra network (3) - 390
customer experience (3) - 8,100