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MULTICHANNEL CONTACT CENTER

FUNCTIONS OF FOCUS CONTACT CENTER

Sales management (outbound communication)

Extraordinary marriage of intuitive and multifunctional features to support outbound campaigns like: telesales, information, research, marketing or debt recovery.

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Why worth using?

  • Reach out more and more customers.
  •  Respond quickly to all inquiries.
  •  Stay in touch with all potential customers on all possible communication channels
  •  Rise up efficiency of Your sales and traders
  •  Establish sales priorities.
  •  Easily plan further communication by using summary system of results of each contact

Main functions

  •  Integrated communication – multichannel connection with Your customers (Phone, E-mail, SMS, Chat, Fax2Mail) with shared database and history
  •  Dialling mode – improve effectiveness of campaigns by diversification of dialing options:
    – manual: plain and shared base
    – automatic: preview, progressive, half-progressive, predictive
  •  Scripter – easy to create, setup and manage of conversation scenario
  •  Multi-Campaign Service – ability to assign agent to as many campaign as needed with prioritisation option
  •  GSM number activity checking (HLR)
  •  Call Classification – active summary of each contact and automatic further contact planning
  •  Wallboard reports – displaying real time campaigns objectives achievement reports
  •  Reports generation – sales targets versus agents performance – all in one place
  •  Call recording with flexible option to assessing and further management

Customer care (inbound communication)

Optimized for effectiveness Integrated Communication solution. Complex service for multi-channel (E-mail, Web Forms, Chat, SMS) inbound communication. Perfect solution for infoline or helpdesk.

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Why worth using?

  • Increase customer satisfaction – solve faster customers’ issues.
  •  Multi-channel communication (Phone, E-mail, SMS, Chat, WWW, Fax2Mail).
  •  Do not lose clients – record all contact attempts, react automatically
  •  Build Your Customer’s knowledge – it will improve join business.
  •  Use System Classifiers for Easily planning  of further customer communication

Main functions

  • Communication Integration – multi-channel (Phone, E-mail, SMS, Chat, Web, Fax2Mail) – shared database and contact history.
  •  User friendly, advanced voice announcement system (IVR).
  •  Call queuing:
    – plain: linear, random, by number of answered, ring-all
    – advanced: by agent skills, by validity of records, overflow
  •  Relationships maintenance – transferring  record or call  to last contacted agent.
  •  Call Classification – active summary of each contact and automatic further contact planning
  •  Multi-Campaign Service – ability to assign agent to as many campaign as needed with prioritisation option
  •  Callback automation – Whenever customer is unable to reach you – Do NOT lose client anymore
  •  Surveys automation –  for service quality management (PCS – Post Call Surveys).
  •  Reports generation – Self-defined and/or pre-defined.
  •  Call recording with flexible option to assessing and further management

Multichannel

Focus Contact Center provides integration of six communication channels: Telephone, E-mail, SMS, Chat, Web Forms and Fax2Mail.

Interactive Voice Response (IVR)

Easy to configure and manage, fully automated system for handling inbound calls. Caller will be redirected to right agent by clear defined step-by-step path of voice questions and guidelines.

SCRIPTER

With FCC’s Scripter module You can quickly and easily build up scenario for Your Phone based campaigns. Prepared scenarios may be linked with both inbound and outbound communication.

PREDICTIVE DIALING

Our algorithm has ability of learning. It measures how fast and accurate agents are, it is checking their availability and by that decides exact timing for next record-number dialing.

Multi-campaign work and prioritization of campaigns

Focus Contact Center allows Agent to operate on multiple campaigns at same time, without having to manually indicate to which campaign currently operated record belongs.

RECORDING SERVER

Ability to record of each call gives huge advantage for further analysis and assessments of agents efforts. It’s very useful as well for better composing of agents scripts and scenarios.

MAINTAINING RELATIONS

Our Maintaining Relations mechanism is based on personalized customer service. FCC in first row is trying to route caller connection (Phone, E-mail, Chat)  to Agent that He was earlier speaking with.

CALL QUEUING

CALL QUEUING – Collecting and forwarding incoming calls to agents according to defined by user conditions and priorities.

Post Call Survey

Automatic surveys are used to collect customers’ opinions about the quality of service. Customer comments are very useful during summary of campaigns, objectives achievement and internal trainings.

Home Location Register (HLR)

FCC’s HLR functionality works perfectly same way on a single record or whole database it’s easy to choose from manual or fully automatic mode and of course – all Incorrect numbers will be blocked.

Central database

The Central Database allows managing records without going into individual campaigns, and in turn each modification of each record in each campaign is recorded in the Central Database.

SIX DIALLING MODES

During planning and preparations of outbound campaign objectives it’s very important to choose right way of dialing. It is one of the crucial factor to get high effectiveness in planned communication.

Wallboard reports and monitoring

WALLBOARD – real time based statistics report of achievement of campaign objectives.

MONITORING – FCCs special users Administrators and Supervisors have the ability of constant monitoring of agents activities.

Easy integration with external systems (API)

Idea of staying “open” is very important and sensitive for us, same idea was one of our focus during development of our Application Programming Interface (API). Thanks to that our interface is quick and easy to integrate with external CRM, ERP or other solutions.

ORDERS

Focus Contact Center is gathering, logging and saving all orders and customer related activities in own database. This structured and shared database is heavily  simplifying and supporting.

HOW DOES IT WORK?

COMPLETE AND FLEXIBLE SOLUTIONS

Focus Contact Center is an information system dedicated to organizations that need a complete and highly flexible solutions in multi-channel communication. The intelligent environment of Focus Contact Center is a way to effectively implement sales processes, customer service and knowledge transfer throughout the organization.

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PERSONAL APPROACH

Focus Contact Center is a proprietary solution of Focus Telecom Poland engineers so we can guarantee adaptation of its functions to the individual expectations and needs of each Client. What are the communication needs of your company?

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CONSTANT DEVELOPMENT

FCC platform is constantly developed. Several times a year, we offer our clients new features and options, created based on the latest technological solutions and in response to the rapidly changing habits and preferences of end customers.

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EASE OF USE

The use of Focus Contact Center does not require advanced computer skills. It is intuitive and learning its use takes very little time. The agent panel has friendly appearance and also persons without prior experience of working in call/contact center quickly learn to use it. The software provider, Focus Telecom Poland, of course, also provides training and ongoing support to users.

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QUICK IMPLEMENTATION

Implementation of Contact Center Focus at the client’s takes from one to several days. Such a short implementation time is possible through the use of computing cloud environment (no equipment installation is needed at the client’s), and also thanks to the advanced application programming interface, which allows easy integration of the platform with the client’s systems (e.g. CRM, ERP, etc.).

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SCALABILITY

FCC is a solution available in cloud computing , so it is fully scalable (flexible adjustment of the number of communication stands to the current needs of the company). Clients themselves may, at any time, increase or decrease the number of stands of agents. Therefore, FCC is the right tool for both large companies and for those just starting the activity, dynamically developing small and medium-sized companies.

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COST EFFECTIVENESS

FCC uses digital cloud technologies and so the clients do not have to bear the high cost of purchasing equipment (as in the case of stationary solutions), costs of maintenance, repair and modernization of equipment, their power, system administration, software upgrades. The service provider is in charge of all of these activities.

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RELIABILITY

The FCC platform provider is responsible for continuity of service and provides FCC users with technical support under the highest standards. Focus Telecom Polska offers its clients three levels of SLA (provision of technical support services) and support even 24 hours a day, 7 days a week, every day of the year (subject to arrangement).

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ADVANTAGES THANKS TO TECHNOLOGY

The platform automatically performs actions on 3 layers: telecommunications, logical and database.

Automation of client relations management

In FCC platform, you can manually increase or decrease the number of stands of agents, depending on the situation in the company.

Flexibility and scalability - always as many as you need

Without the costs of creating and operating infrastructure, platform support, software updates and SLA. You only need the Internet.

Savings - at start-up and during use

Implementation of FCC takes max. a few days thanks to the cloud environment and a special interface for integration with other systems.

Fast implementation and configuration

2 independent, certified colocation centres, daily backups, secure IP access, links of 5 independent operators.

Security

1) via public Internet, encrypted SSL (HTTPS), 2) via VPN, 3) via dedicated IP links (to FCC colocation centre).

Three modes of data transmission

The client can use the links of several different operators and the existing tel. numbering and links and numbering of the FCC provider.

Cooperation with telecommunication operators

Integration and Partners

You only need Focus Contact Cener & an Internet connection. No hardware required 4.
You only need Focus Contact Cener & an Internet connection. No hardware required 4.
You only need Focus Contact Cener & an Internet connection. No hardware required 3.

San Francisco

Sectors

ECOMMERCE

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CAR SHOWROOM

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CAR HIRE

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CUSTOMER SERVICE

Customer service - are you doing it right?

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CALL CONTACT CENTER

Call Contact center - take your business to the next level

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DEBT COLLECTION

How to increase efficiency of debt collection?

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