Technology Around You
call center / voip
Some of the Key elements of our VoIP solution - SMARTNETWORK
We developed with leader providers, what we called, SmartNetwork, to distribute massive among of calls within a central platform, collect calls from any country and delivery to multiple-points. Real time monitor and filters to accomplish calls completion, where they need to be answered. Weight and balance of the traffic by condition establish in a friendly and easy to use web portal.
Our goal is to provide reliable service and quality customer care to all its customers, that’s why our network is comprised of Tier1 telecommunication and bandwidth carriers to ensure quality and reliability.
When an inbound call is received thought the origination number (access number) in our system, its termination will be intelligently determined, depending on the origination number, the time of the call, the number of the caller, the selected options in the menu, referencing the statistical data recollected by the system during time of operation or a combination of parameters.
SmartNetwork, includes a call recording service that allows you to record all calls or those selected by you.
The system will be able to notify immediately, and automatically, any event that you would like to keep track of, that is part of the statistics and the communication process. These notifications can be implemented and can be received in any technological notification form as specified in the service agreement.
In addition, SmartNetwork provides a multilingual web interface where the user can obtain all kinds of statistical communication reports as well as the tools needed to personalize your services. The graphics and statistical reports would be done in real time, including filtering of options, originations, terminations, schedules, time intervals, service areas as well as other criteria needed by you. We also provide monitoring interfaces to listen to calls in real time, as well as pre-recorded calls.
SmartNetwork interface was designed to guarantee secured access as well as levels of permission to access the different configurations. You and your administrators will be able to create domains, groups and users as well as system’s instructions to grant or deny access to system information, reports, and graphics. This will ensure that the information is sectioned and only the needed information and reports would be available for each particular user. This level of security is paramount because some user or administrator could be given access to change or modify call flow, call handling, service parameters, call recording, service or operating times, or any other customized parameter needed for your particular business.
This interaction between the SmartNetwork System and the SmartNetwork interface, will allow you to make efficient use of your communications while shortening the distance between you and your clients in a secure and dynamic manner, in addition to the wealth of information that SmartNetwork will provide you. This information will allow you to identify patterns or tendencies in the behavior of your clientele and will inform you how their behavior relates to your services and products, as well as how your customer service is functioning.
A more profound understanding of your call traffic and volume will allow you to determine if you need to grow your capacity to respond to the calls, or if you are spending funds inefficiently in the use of your call centers or other customer service operations. You will also be able to measure the efficiency of your sales force answering calls and the customer experience. In the particular case of “in house” or “outsourced” call centers used by your business, you will have unprecedented third party auditing control over the quality of services you are receiving from your call centers. This feature alone will give you the confidence to know the quality of service your customers are receiving.
SmartNetwork will free more of your time spent in manually or less efficient ways of compiling information so that you can spend more time in other more important areas of your business, like decision-making and created effective market responses.