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Call Centre PBX
Noojee Telephony Systems provides specialised iPBX systems for the high demands of a call centre environment.
Noojee Telephony Systems can provide high availability iPBX systems, custom call centre applications and integration services into off the shelf solutions such as Salesforce.com and SugarCRM.
We provide solutions for both small and large call centre systems with systems that scale from 10 users to 1000+ users.
Benefits
| Benefit |
Explanation |
| Lower cost of ownership |
No enforced maintenance contracts. Free life time upgrades of core PBX software*. No per user license fees on most components. Massive set of features included in base system. No vendor lock-in.
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| Reduced Call Costs |
Least cost routing allow the use of multiple telephony service (i.e. Optus, Telstra, VoIP) with calls intelligently routed across the most cost effective service.
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Increased revenue
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Call frequency can be increased by utilizing Computer Telephony Integration (CTI). Simple solutions such as 'Click to Dial' from browser based CRM's are available as free downloads, advanced solutions such as predictive dialing can be integrated directly between your CRM and the Asterisk iPBX.
In high volume outbound call centres, increased call rates of 25% have been experienced by the implementation of Click to Dial.
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Decrease staff costs
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Increased outbound call rates and more effective inbound call routing can reduce the number of staff required to handle the existing work load.
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Improved customer satisfaction
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Recording and real-time call monitoring allow supervisors to monitor staff activity and give instant feedback without the supervisor having to leave their desk. Improved staff training levels leads directly to improved customer satisfaction.
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| Reduce time between calls |
Click to Dial, direct CRM integration, elimination of mis-dials all leads to a reduction in time staff spend between calls.
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Increase staff resource pool
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In a tight labour market an Asterisk iPBX allows you to route inbound calls to home based staff. Increase the possible labour pool by employing mothers and the semi-retired as well as offering staff more flexible working arrangements. Home based staff can use their existing phone with monitoring, recording and reporting identical to internal staff. Home based staff will also not receive a phone bill as all calls are originated from the call centre.
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Eliminate mis-dials
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In a typical outbound call centre 15% of the numbers dialed are mis-dials (e.g. wrong number dialed). Implementation of CTI such as Click to Dial completely eliminates mis-dials.
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Features
| Feature |
Description |
| Advanced call Queues |
- Unlimited number of call queues
- Ability to allocated staff to queues based on skill set.
- Cascading queues
- Per Queue priorities
- Per Call priorities
- Multiple call allocation algorithms
- Home based staff can be allocated calls from any queue
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| Realtime Queue reporting |
- Monitor queue activity in realtime
- View number of logged in agents
- View agent activity
- Monitor service levels
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| Advanced IVR |
Programmable IVR with ability to modify IVR menus based on your customer database.
Examples
- Check customers outstanding balance.
- Take credit card payments
- Check customer membership status and prioritise calls
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| Business message management |
Record your own business messages for IVR and queue messages. Record alternate messages for busy periods and activate them with a click of a button. |
| Individual and group voice mail messages |
Provide group voice mail boxes for your primary business numbers to take messages during out of hours. Group mailboxes can be monitored via a web interface and/or email notification sent including an attached wave file. |
The Asterisk iPBX provides features beyond a standard PBX due to two key design elements.
1. The Asterisk PBX is an IP based PBX which means that it uses the same infrastructure as your existing computer network to transmit voice. The important implication is that an Asterisk PABX resides within your existing IT infrastructure allowing the two to be inter-connected.
2. Asterisk provides a number of open application programming interfaces (API's) which means that your business applications can communicate directly to the PBX.
The integral part of these two design elements means that an Asterisk PBX can be easily integrated with your existing Call Centre applications at a price point which makes it viable for even small call centres. The open API also means that there is a large ecosystem of third party applications which extend Asterisk. Many of these systems are also free.
Noojee Telephony Systems provides a number of standard packages as well as offering completely customized solutions.
Our standard packages include:
An Asterisk PBX can easily be configured to perform the following functions:
Click to Dial (TAPI) - Applications such as Microsoft Outlook, ACT! and other TAPI compliant contact managers can be configured to allow users to click a phone number and have Asterisk automatically dial.
Click to Dial (AJAX) - Corporate Web based applications can be enhanced with a simple piece of JavaScript to enable click to dial.
Click to Dial (Plug In) - Third Party web sites can be post-processed via a browser plug in to provide click to dial for sites such as the Yellow Pages.
Interactive Voice Response (IVR) - Asterisk PABX has what is probably the most advanced programmable IVR systems available. The IVR is also extensible through a set of open and simply application programming interfaces (API's).
Call Queues - Advanced call queue features with an unlimited number of queues.
Call Recording - Record all calls made for playback at a later stage.
Call Monitoring - Monitor an agents calls for training purposes.
Comprehensive Call logging and reporting
Local and Remote call Agents - Staff can be located at remote sites (home) and still act as an Agent taking calls.
Predictive Dialler - Increase call out rates by having Asterisk anticipate when the next agent will be available to take a call and automatically pre-dial the number.
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