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