Inbound
100% cloud-based, requires no local installation
TMG Inbound Call Center contains a complete telephone exchange and handles advanced routing of inbound calls. Calls are routed based on the phone number that are called and can be connected to a job or campaign. The system gives you total overview of activity with statistics quickly. The statistics contain the number of calls per operator, how many calls answered within the SLA, waiting time more than one minute, etc.
Control inbound calls the way you desire:
Call everyone
Call randomly
Call last used
Call agent with fewest conversations
Call evenly distributed
Round-robin
Functions:
Define dialogues using intelligent IVR menus
Big Data Search feature provides automatic customer database search
Optimize time used on the customer with a custom menu, key selection and queue message
Send SMS / email to customer with full response possibility from customer card
API with possibility of full integration towards external systems
Full possibility of redirecting a call from the agent’s screen
Let the customer know which number they are in the queue
Let the customer leave a number for callback
Manage and move callbacks as you desire
Tailor-make the response image to the operator and attach it to one or several queues
Set priorities on queues or operators
Set opening hours on queues with routing to answering machine, voicemail or call forwarding beside of working hours
See presence information of your employees
Insert your own lists of contacts you can forward calls to
Choose between blind and attended transfer
Blending feature: inbound customer center and chat solutions
Incoming TMG Messenger receives and distributes email, chat and SOME to customer service representants
Our own ticketing system where all requests are given a task number
© Telemagic Group AS 2019
