Call center solution the z .Ccs (call center solutions) system is easy to customize, administer and use. The z.Ccs system can be integrated within the existing communications infrastructure. The product is developed on the defacto industry standard voice processing hardware. The product allows seamless lan connectivity options. Also supported is full open database connectivity (odbc) support for immediate and future cti developments and the product is so developed that it supports pbx and pstn integration.
Dialers is a contrivance that is linked to a telephone line to screen the dialed numbers and modify them to effortlessly provide services that otherwise require extensive access codes to be dialed. A dialer automatically inserts and adapts the numbers depending on the pre-programmed data, allowing the user to subscribe to the service providers at his wish and feasibility.
Gaytes dialer solutions are integrated with switching systems ( epabx or server & acd ) to monitor agentÆs status and its activities. Optimize agent utilization and thus enhance call center productivity.
Gaytes dialer solutions :
ò auto dialer - phone system delivers a pre-recorded message to live answers and answering machines. If another call status is detected (busy, etc.), our phone systems can reschedule the call for a later time. Simple messages can be delivered or the call recipient can be presented with an ivr script that accepts touch phone responses.
The remaining auto dialer techniques are used in conjunction with call center phone agents. These agents are either local to the contact center or can be working from home or in remote locations.
ò preview dialer - phone agents view call information prior to the call being placed. The agent can decide not to initiate the call.
ò progressive dialer - this dialing method passes the call information to the agent at the same time the number is being dialed by the phone dialer. The agent usually has a few seconds to view the call information, but cannot stop the call process.
ò predictive dialer - this technique is more sophisticated because the phone dialer automatically calls several numbers and only passes a call to your agent when a person has been contacted by human voice detection technique. This eliminates busy signals, answering machines, etc.
Cti (computer telephony integration), also called computer-telephone integration or cti, is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of cti has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.
Operator console : the gaytes phone systems software-based operator console interface has been designed to simplify common tasks of an operator attendant. The user friendly and feature rich software enables an operator to handle a high volume of calls maintaining personalized service. It allows one to screen the real time extension status, place outside calls, and conference calls to internal and external numbers. It also empowers the operator to put place calls on hold, transfer calls to extensions or directly to voicemail or even off site numbers with the touch of a button or the click of a mouse.
Voice & unified messaging solution is the concept of bringing together all messaging media such as voice messaging, email, and facsimile into a combined communications experience. Minimally, the communications experience will take the form of a unified mailbox and/or alert service, allowing the end-user to have a single source for message delivery, access, and notification.
Voice & unified messaging :: features
ò e mail - e mail / fax (tiff attach.) / voice (using text-to-speech)
ò fax - email (fax attach.) / voice (notification) / fax (pull & push)
ò voice - email (wav attachment) / voice (pull & push û mobile/phone)
Fax server allow inbound and outbound fax calls, allow of the members of the organization to send and receive faxes at their personal workstations. The software runs on dedicated server that connect to an organizationÆs local area network. This increase employee productivity and efficiency while minimizing manual fax processing, and reduce the ongoing costs associated with a fax machine.
Features :
Gaytes fax server provides a comprehensive set of enterprise fax and e-document delivery features and benefits that make it easy to use and manage companies, departments and work groups.
ò network-wide desktop faxing: send and receive documents directly from desktop
ò email integration: send, receive and manage faxes directly from smtp compliant email
ò broadcast fax: improve efficiency, broadcasting documents to many at the same time
ò immediate and scheduled delivery: enhance service levels with instant document delivery or reduce costs by scheduling delivery for off-peak telephone rates
ò inbound routing: route inbound fax documents efficiently and securely to recipients via did, dtmf
ò create and send documents from native applications
ò phone books: store frequently used fax numbers and groups in a single location for easy access
Call accounting software : z.Link helps in monitoring telephone cost of organization, misuse of telephones and helps the management in having complete analysis of telephone calls and telephone billing of the organization.
Features : -
Online call monitoring of outgoing and incoming calls
Compatible with different pabx system
Supports multiple carriers simultaneously
Open billing pattern
Std & isd codes included
Multi location call billing feature
Online cost - day wise, week wise, month wise, year wise
Online graphical status of every extension, department, division, trunk line
Different billing can be defined on special numbers
Calls-under-watch - extension wise, phone number wise, trunk line wise
Level wise authentication
Alert notification via e-mail, voice and or screen for low disk space
Automatic or manual report scheduler
Capable to export call details in various formats
Online and offline budgeting ( optional )
Hotline & wan type calls different calculation ( optional )
Multiple com port support on same pc and same software ( optional )
