Hashmi Infonet ServicesSoftware
Hashmi Infonet services provide mid-market contact and call center solutions which integrate seamlessly with your existing systems. Telephony provides simplified Call Center solutions which do not require a great deal of system integration, featuring Call Center Solutions Supervision, Distribution, Inbound, Outbound, IVR, & integration with CRM tools.
Call center is the main hub for handling customer and other telephone calls, usually empowered with some amount of computer& mobile App automation. A call center typically has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to the specific agent, and to log calls. They are standard for a number of companies, especially those that rely on high customer interaction such as logistics,media,ecommerce, etc businesses.
Call Center Solution ( 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
Outbound Process:
- The numbers to be dialed by the agent on the lead uploaded by the management through SIP phone & Mobile App.
- Call Centre Solution dials out the numbers through SIP line / GSM Gateway and Mobile App 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 & Mobile Phone
- Dialer automatically attends incoming calls directed from the SIP line & Mobile App
- 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 Calles's details on the basis of caller ID