- Hosted VoIP Call Center
Hosted Voip Call Management
Our partner, Transera has received industry acclaim for its unique enabling technology, Midpoint Call Management™, designed expressly for multi-sourced call center operations.
Midpoint Call Management creates a virtual point of call center visibility and control from which to efficiently prioritize, route, administer, monitor, record and report on calls regardless of call origination, routing destination or technology utilized by the remote call center.
Customer calls are intercepted and managed from a centralized point between callers and customer service agents. A Session Initiation Protocol (SIP) Back-to-Back User Agent manages call control functions according to Call Control eXtensible Markup Language (CCXML) scripts. This innovative approach liberates call management applications from the voice transport, which remains conveniently in the carrier’s network. Seratel helps call centers reduce customer hold times for increased customer satisfaction, decreased call center operational costs and improved profitability.
With Midpoint Call Management, enterprises and outsourcers can take advantage of on-demand IP call center services such as Seratel’s Global Queue, Global ACD and Seratel SafeNet. With Seratel, organizations of any size can rapidly deploy a feature-rich call center with agents located anywhere - in-house, outsourced, remote, branch offices or at home - a phone and an Internet connected PC are all that an agent needs.
Our software provides a web-based Global Dashboard and a service management portal, enabling enterprises and outsourcers to collaborate on global call distribution strategies and service level optimization. Get real-time access to statistical data, historical reporting, call monitoring and recording across multi-sourced call center operations. With visibility and control over globalized agent pools, you can improve service level optimization and achieve anytime, anywhere customer care.
Callers are matched with best available agents at any site including home-based agents. With our Global Queue, customers are served in the order their calls are received. Our system intelligently distributes calls across all sites and teams. The ability to centrally manage call center resources on a global level enables enterprises to support higher call volumes and increase service levels with existing resources, or to decrease the resources needed to maintain current service levels at current call volumes.
Our solution integrates easily with traditional call center technologies, utilizes open standards (SIP, XML, CCXML, VoiceXML, SOAP) and off-the-shelf network components (media gateways, media servers, PBX), and leverages existing telephony and IP carrier networks. Application functionality for intelligent call routing, call treatment, workforce management, outbound dialing, IVR, CRM and business intelligence is seamlessly extended across disparate call center operations, providing consistent customer care across global operations. Seratel eliminates integration complexity, reduces operational and maintenance overhead, and provides greater flexibility as your business grows.
Now you can accelerate time-to-market, reduce deployment and ownership costs for your multi-sourced call center operations, and enhance customer care.
For further assistance or to start your inbound VoIP Call Center service, please contact a Adler Networks sales representative at 888-490-3090 or by clicking here.