While EON CRM’s out-of-the-box CTI functionality is compatible with most PBX/switch systems on the market, the EON system itself can act as a full-function enterprise-class PBX and in fact comes with most IVR functions present in a disabled state. A clear upgrade path is available to activate these features and the system is capable of providing solutions for small branch offices, all the way up to enterprise-class call centers through passive backplane architecture. In all of its deployments, you can be sure that your CRM, ERP, and CTI systems will be functioning as a single integrated whole.
PBX (Private Branch Exchange) this is the term used to describe your typical phone switch. A PBX is an in-house telephone switching system that interconnects telephone extensions to each other, as well as to the outside telephone network. It may include functions such as least cost routing for outside calls, call forwarding, conference calling and call accounting. Modern PBXs use all-digital methods for switching and can often handle digital terminals and telephones along with analog telephones. PBX’s can date back to the late 1800’s and almost every company has one today.
Virtual PBX Call Center Products and Telecommuting Software:
The concept of a virtual call center now becomes a practical reality. Your call center workforce can now accept and make calls from a remote office or even from home. It provides all of the monitoring and control technology to make this scenario possible. With our virtual call center products, even your supervisors can work from home as well. Also consider having a phone system that answers your customer inquiries on its own, but with agents available if ever needed. This phone system can even contact your customers or prospects with announcements and alerts.
This is all possible with Virtual PBX phone system and supporting contact management and computer telephony software. No longer will your call center be hampered by factors such as bad weather preventing your agents from commuting to work. Your employees can even keep working with some illness or family condition that would typically stop them from coming into the call center. You now can hire (and retain) some of your best agents who are unable to commute to work on a regular basis. And growth is limited only by your ability to add technology or people, not office and parking space.
Virtual Call Center Expands Your Employment Opportunities Allowing your employees to work from home gives you a competitive edge over traditional call centers. Now you can hire highly qualified individuals who could not otherwise commute to your center. Handicapped individuals, single parents and the elderly can now become an integral part of your remote workforce. This is all made possible by our telecommuting technology. Web Phone for Virtual Call Centers
Web Phone Software:
Computer Telephony Integration CTI software is a rich set of phone software library routines that enable application programs to control your phone system. This comprehensive CTI software lets you increase employee productivity, enhance customer service and reduce costs by combining the capabilities of our robust phone system with the custom functionality of your Windows, UNIX or Web applications.
Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, UNIX or Web applications through our phone software. Predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.
Virtual PBX and Call Center Phone System
The heart of your virtual call center is the phone system. PACER phone system is a virtual PBX that supports call center remote agents that log in from remote offices or from home. PACER tracks each agent separately and can route inbound calls to these agents as if they were working locally. Likewise, remote agents can initiate outbound calls and PACER can even route predictive dialer calls to these same agents. This telecommuter phone system has voice monitoring capability that lets your supervisors audit the quality of the remote agents, ensuring that the service and support provided by your remote agents are of the highest standards.
Using “Smart” Predictive Dialing features, the PACER can pre-qualify prospects and only pass calls to your local or remote agents that express an interest. Since more than 90% of predictive calls result in “No Interest”, your organization can realize tremendous savings. Combining predictive and IVR features, the PACER plays a pre-recorded message and lets the called individual make touch phone selections to continue. They can talk with an agent, request a call back, or even leave a recorded message.
Virtual Call Center Savings and Benefits
- Less office space and resource requirement
- More productive and efficient workforce [Reduce wasted travel time]
- Increased energy conservation
- Remote office interoperability
- Less impact from weather conditions
- Reduced sick leave
- Virtual ACD distributes calls to remote agents
- Remote Office Integration
- More motivated and content workforce
- Broader workforce recruiting base
- Increased worker retention
- Easier peak business workforce management
- Decreased environmental impact [no commute means zero vehicle emissions]