Xtend Call Center

Inbound Application

An inbound call center handles only inbound calls and the call center system automatically attends incoming calls from PRI/VoIP Lines and processes it efficiently within few moments. The telephony application seamlessly integrates with E1/VoIP lines to attend calls and processes the caller's request at a faster pace. Due to automatic handling, it saves the time of customer support personnel, enabling the support staff to communicate and solve the customer queries more effectively.

When an incoming call arrives from customer, Xtend Call Center Solution automatically attends this call to process the customer's request and the information is delivered to the customer. On caller's request, the call can also be transferred to an agent for assistance.

Outbound Application

An outbound call center automatically dials a list of phone numbers and interacts with the customer to convey information related to offers, programs etc. and on demand, transfers the call to an agent for elaborate assistance. The outbound campaigns include telemarketing, surveys, reminders, notifications, etc. The CTI-based application seamlessly integrates with existing telephony infrastructure and automatically manages outbound campaigns at a faster pace. The predictive dialing solutions provide complete local/remote supervision control and reporting facilities to manage call center operations more effectively. The product can be implemented with ease in any small or large organisations to reduce call cost, increase productivity and maximise business profits.

Xtend Call Center Solution dials a list of customers and waits for the connection to be established. Customer receives the call and the system connects the call to an available agent on the other side, the agent interacts with the customer and communicates the information related to the campaign.

Xtend Call Center Solutions : Technical Diagram