Boyut Call Centre

Çağrı Merkezi Santralı

Boyut Call Centre’s Substructure solution is a multimedia supported, web based, flexible and dynamical system. Interaction channels supported are listed below:
Audio (Telephone lines)

Chat

Co-Browse

SMS

Digital TV

Basic Functions

ACD Functions
- Operator Login/Logout
- Queue management
- Authorisation based call management
- Priority based call management
- Operator Groups in Limitless Number
- Flexible Group – Queue matching
- Audible announcement in limitless number
- Real-time statistics
- Detailed reporting

Message Interaction Functions
- Unified Message Substructure : eMail, Fax, SMS
- MS Exchange Server
- Flexible Message Routing
- By message address
- By message content

Internet Interaction Functions
- Receiving call request through internet
- Transfer of call data to operator
- Call status notification
- Call Pop-up
- Keyboard Chat with Operator
- Receipt of URL and automatic access to the link concerned
- Recording chat messages
- NetMeeting integration
- Co-Browse (Operator and caller surfing on the internet interacting)

Call Centre Operator Desktop Application Functions
- System Login /Logout
- Call receiving/not receiving status change
- Notification for visual and audio calls
- Call answering
- Call Hanging on
- Call Routing
- Routing data screen Pop-up
- Call data displaying screen
- Call data displaying prior to r esponding to a call
- Keyboard Chat
- Ready Chat sentences support
- Chat message recording
- Sending URL to caller
- Co-Browse (Interactive Operator and caller surfing on the internet interacting)
- Outgoing call starting and finishing
- Starting an audio call on the internet during a chat call (H.323)
- Application Integration with COM technologies
- Ergonomic use

IVR – Interactive Voice Respond

CTI – Computer Telephony Integration (CCI - Computer – Computer Integration)
- Transfer of call data to Operator applications
- DN – Dialed Number (Outgoing Call)
- ANI – Automatic Number Identification (Incoming Call)
- CLED – Caller Entered Digits
- Call data

Records
Recording all interactive media
- Voice
- Internet Keyboard Chat
- Co-Browse
- e-mail

Location and Connection Plan of General System