Call Center

Call Centre

Agent Cost OPTIMIZED Agent Productivity MAXIMIZED

With increasing off-shore business opportunities, the business process should highly customer friendly and easy to connect. The response time to clients and team should be short and smooth. Regardless of geographical boundaries call-centres should opt for advanced solutions which enable and empower their business processes.

Challenges Features Benefits
One Box Solution One Box Call Centre solution – Dial Centre & IP PBX Inbuilt Dial Centre and IP PBX solution in one box NEOX is the only hybrid call centre application which comes with inbuilt enterprise IP-PBX
Comprehensive Call Centre Solution Comprehensive Call Centre Solution One stop solution with Inbound, Outbound & Blended Call Manager Single solution with all configurable options for Call centres i.e. ACD, Predictive, Preview, Progressive, etc
Voice Logger Separate call recorder hardware cost for training & monitoring purpose Inbuilt call recorder and storage in the same box Enhanced facility with storage & call recording facilities
Call Monitoring Manager control options during agent-customer live call Call Monitoring Live agent monitoring with real-time call coaching, whisper & barge capabilities
IVR Lack of auto attendant configuration Web Configurable IVR Tree Management Create or remove multi level IVR as per organizational needs
Call Reporting Lack of reporting feature for call inflow, outflow, agent performance, call record etc. Comprehensive reporting from business, network and customers perspective Real-time dashboard – get instant feedback on agent, team & campaign performance
Triple Play Services Complicated cabling for triple-play services Single cabling for triple-play services Offer multiple services VoIP Intercom, Data & Video Intercom
Remote office operations Remote office operations through web Agents can access their account from remote office Connect from different office locations using same network
Third party CRM Third party CRM integration NEOX CRM API integration All popular CRM Modules can be integrated with NEOX. It also has basic level of CRM inbuilt.
Access Management Database secured access Access Management – Master database access to only authenticated users Complete data security – you control who has access to your information
Additional Hardware Cost Costly hardware for additional network expansion No additional hardware cost for scalability Easily increase No. of agents to support your growing business
High Availability Lack of redundancy for constant connectivity NEOX High Availability for constant connectivity Reduced risk of connectivity loss with redundant servers
Proprietary Licensing Proprietary Licensing Issues Supports multi-vender interoperability Supports both high & low cost gateways, IP & Analog & Soft Phones
After Sales Support Lack of proper support - Product upgrade & offsite management Strong post sales support & anytime-anywhere offsite management & product upgrades with AMC Constant customer support, Product upgrade & flexibility of offline management to keep your Dial Centre compliant & cutting edge
Time Zone Management System should be intelligent enough to identify time zone difference Time Zone Management Manage multiple offshore campaigns keeping in mind location of the customer
DND Compliant List Management Lawful interception and compliance to govt. bodies DND Compliant List Management Automatically rejects outbound calls to users who are DND registered
Scheduled Callbacks Call a customer at his preferred communication timings Scheduled Callbacks It helps Agents to honor customers call back timing preferences
Campaign Management Manager should be able to Map single agent to more than one campaigns Campaign Management Allocate, Manage, & Monitor Agents mapped to multiple campaigns
Contact List Management Upload bulk contact list Contact List Management Load data quickly & manage data simply with easy-to-use tools.
Real Time Queue Statistics & Monitoring Know how many calls are in queue Real Time Queue Statistics & Monitoring Helps organization to analyze the call flow, recruit agents if required, allocate more agents during peak call flow