NEOX DIAL CENTRE



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Enhancing Call Centre Productivity with Next Generation Communication System


Call centres are intrinsic to business and are critical for selling products / services, as well as for providing customer care. "Neox Dial Centre Solution" offers latest in technology to create an efficient & productive call centre operation to meet day-to-day activities & quickly adapt to dynamic & constantly changing needs of your call centre.
NEOX Dial Centre Solution is a Contact Centre solution that unites Outbound, Inbound and Blended voice processes. In addition, NEOX Dial Centre delivers Interactive Voice Response (IVR), Recording, Quality Management, Comprehensive Reporting and Administrative Capabilities. NEOX Dial Centre Solution helps customer service and support operators, inside sales people, telemarketers, collections agents and other phone-based teams to increase sales, save money and improve customer satisfaction. The solution automates the call centre processes allowing you to focus on running your business and keeping your customers completely satisfied.



Inbound Process - Automatic Call Distribution (ACD)

ACD allows Contact Centres to answer calls as they enter the Contact Centre, play some Welcome Message and intelligently route them to available agents based on the dialed number (DNIS), calling party identification (ANI), available agents, Agent Selection Algorithm or customized business rules. Inbound Agents can participate simultaneously in Outbound dialling to provide Blended support.


Outbound Service – Manual/Auto/Preview/Predictive Dialer

NEOX Dial Centre outbound Service utilizes multiple Predictive, Preview, Progressive and Manual dialing options to manage pacing and compliance with regulations. Outbound Service operates a variety of campaign and list management strategies and ensures accurate voice, fax and answering machine detection. In addition, Outbound Service also provides Do Not Call List Management, Time Zone Management and Scheduled Callback.


Automated Voice Blaster

NEOX Dial Centre – Voice Blasting system is an automated outbound voice messaging service that delivers pre recorded voice messages for voice notifications , alerts and reminder messages. When NEOX Dial Centre – Voice Blaster calls it can simply leave a message or it can ask for a response. You may obtain responses from people by recording their voice answers, asking them to press keys to respond to choices, or by transferring them to a live Agent or Operator. Your pre recorded voice message can be blasted to thousands of phones simultaneously.



Architecture

Deployment

Agent Screen

Dashboard

Key Features

Agent Features

  • Call Transfer
    • Transfer to agents/different in group
    • Transfer to external no.
    • Transfer to predefined list
  • Call Conference
  • Call Hold
  • Call Parking
  • Script View
  • Pause and Pause codes
  • Lead Search
  • Customer History View
  • Omni channel support


Admin Features

  • Dashboard
  • Priority of leads for inbound/outbound
  • Reports
    • Agent Reports
    • Inbound Reports
    • Outbound Reports
    • Call CDR
    • Custom Reports
  • List Management (Uploading leads, Customize form of agent screen)
  • ACL Management (Manager Login)
  • Dispo Management
  • Server Management
  • Customize GUI