Call Center Management Solutions

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Making Call Center Solutions Work for You

The functionality used by call centers is not just for big businesses, many types of services use call center solutions. No area of your communications has the ability to impact your business, both negatively and positively like your call center does. A well-equipped and managed call center can differentiate you from your competitors and endear you to your customers. Let’s look at the components that can make or break this experience.

Call Center View

Call Center View is a cost effective call center management solution to help you manage your contact center operations and handle your high-volume complex calls. With Call Center View (CCView), the supervisor can use the built-in management reports, instant messaging, and real-time monitoring, to instantly improve customer service levels.

They also have access to real-time and historical information gathered over time. Easily identify staffing deficiencies that need improvement and increasing overall group performance. The new call budgeting addition keeps you in control of operational costs related to outbound call campaigns.

The Cloud Solution of CCView offers a range of web-based services that provide telecoms/IT cost reduction opportunities in medium-sized and large organizations, whether in retail, finance, manufacturing, service industries, telecoms/IT, education, professional firms such as lawyers and accountants, or government.

Call Recording

In a call center, customers are frequently asked to read their credit card information, CVV code, and expiration date to call center agents. Almost all Centers deploy call recording solutions, which are capturing and storing all of this sensitive customer data. These recordings are accessible by a host of call center personnel and generally they do not fall under the Payment Card Industry Data Security Standards (PCI DSS).

To address these concerns, the Payment Card Industry Security Standards Council (PCI DSS) issued a revised recommendation about call center recordings. The bottom line is that companies can no longer store digital recordings that include CVV information if those recordings can be queried, and the recorded information shall be encrypted to assure secure access to the designated personnel only.

Our CCRecord is 100% PCI DSS compliant, providing start/stop recording feature at agent level, mechanism that prevents the recording of sensitive customer data, and strong encryption of all recorded information using AES 128 algorithm. You can further improve on the call center solution by adding other features such as an Integrated Voice Responses Unit (IVR), which can be completely customized to fit any environment.

Interactive Voice Response

Our standalone IP Telephony turnkey solution is based on Session Initiation Protocol (SIP) and provides automated inbound/outbound call interactions based on touch tone commands or voice commands supplied by callers/customers. Callers can interact with the IVR system by pressing the touch-tone numbers on a telephone keypad or use voice commands to answer simple computer voice prompts.

Common uses of IVR include call centers, outbound call campaigns, account balance inquiries, finding store locations and simple caller ID routing.

IVR technology is most commonly found in call center companies seeking to improve customer service, reduce costs and expand its call center operations. This is because our IVR can help your business:

  • Handle large volumes of calls
  • Customer service after hours
  • Improve customer service
  • Reduce call center cost
  • Prioritize clients with urgent calls
  • Automated outbound campaign

The best IVR solutions should do more to detect voice and keypad inputs. IVR solution should be a critical application that can scale with your business needs. Below are just some of the things you should look for in an IVR solution:

  • Simple IVR management tools that make changes in real time
  • Scalability to handle a virtually unlimited number of calls
  • Robust, real-time monitoring and reporting
  • Database Management

We offer a cost effective Agent productivity alternative to help you manage your incoming calls and customer information easily using screen pops. With CRM Link, every employee’s productivity is increased by integrating with the CRM system of choice.

The caller’s phone number and other relevant CRM data can be shown on agent’s screen before the call is answered. Telephone numbers for contacts can also be searched and dialed directly from within the CRM application. Customers can take advantage of direct pop-up screens from the following CRM systems:

  • Salesforce
  • Microsoft Dynamics CRM
  • Microsoft Outlook 2003, 2007, 2010, and 2013
  • ACT! 2014 Premium and Professional v.16 (non web-based versions), ACT! 6.0
  • Goldmine 6.5
  • IBM Lotus Notes 8.5
  • Maximizer 7.0
  • NetSuite
  • Tigerpaw
  • ADP
  • EBIX
  • vTiger
  • Zoho
  • Any 1st party TAPI CRM

If you need call center solutions, headset options, or have a question for Midwest Telephone, please feel free to get in touch today.

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