Hashmi Infonet ServicesGreetings form Hashmi Infonet Service...
Hashmi Infonet founded in 2015, based at Mumbai, is a leading provider of telecom & IT based communication products and solutions. Our products serve the purpose of not only large corporate organizations but also small and medium-sized businesses all over the world.
HASHMI INFONET products include Noise Cancellation Call Center Headsets, Voice Loggers, Call Center Solutions, IP Phones, IP PBX, CCTV Camera, Biometrics, Audio & Video Conference, Gateways (GSM, PRI, SIP, FXO, FXS), Mobile Network Booster, Bulk whatsapp, Bulk SMS, Toll-free Service, Cloud telephony, IVR, Microsoft 365, SD WAN, ILL, PRI, SIP etc. The products allow people to communicate with computers through telephones thus opening up opportunities for an enhanced customer service.
HASHMI INFONET Dialer is a complete inbound and outbound call center suite. The agent interface is completely web-based and gives real-time information and functionality with nothing more than a web browser on the agent's client computer.
The management interface is also web-based and offers the ability to view several real-time and summary reports as well as hundreds of detailed call handling and agent options and settings. Dialer can function as an ACD for inbound calls or for calls coming from another agent and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.
Features: Major Dialer Features
- OS Independent can be used on any OS like Linux / Windows/ Mac/ Android etc
- Web-based agent and administrative interfaces
- Ability to have agents operate remotely on chrome
- Scheduled Callbacks: Agent-Only and Anyone
- DNC removal from Queue
- Preview Calling with Configurable Time Out to Dial
- Agent-Agent or 3rd party Call Transfer
- Agent Dashboard for Agent's own performance
- Agent Logger for Agent's own logging but not editable
- Priority Based Churn
- CRM Info Parameters per Lead set
- User Profile Manager
- Multi Process - Single Agents
- Multi Process- Multi Agent
- DNC Management with internal process approval
- Quality Portal with rating option for agents
- Quality Team Performance
- Tracking of Quality Team
SCOPE of WORK
The following requirements are understood:
- There would be blended (inbound & outbound) dialing process
- There would be manual / Inbound / Auto dialing process
- There will be 30 agents with 1 supervisory consoles
- The calling will be on SIP Trunk
- Leads will be uploaded manually by the management
- Call Pop up for agents
- Call back and scheduled call backs
- Real time summery
- Call transfer, call conference, call parking, call in queue facility and call scheduling facility
- Recording or logging of all calls for future reference
- Agent, Process, Campaign, Quality team reporting facility
- Various reports related to the Process, Agent Logins and Service History
- Monitoring of Total/Answered/Abandoned Calls
PROPOSED SOLUTION
Outbound Process:
- The numbers to be dialed by the agent on the lead uploaded by the management through SIP phone Using VoIP
- Call Centre Solution dials out the numbers through PRI line / GSM Gateway and waits for the connection to be established
- Customer receives the calls and the system connects the call to the available agents on the other side
- Agent interacts with the customer through soft SIP phone and communicates the information
Inbound Process:
- Customer dials a GSM Number which is routed over the SIP Phone
- Dialer automatically attends incoming calls directed from the SIP line
- Processes customer request and delivers information
- On caller's request, transfers the call to agent for assistance
- The system transfers the call only after checking the line status
- Agent picks up the call through soft SIP Phone and process the request and would be able to view the Caller's details on the basis of caller ID