Telax offers turnkey hosted call center solutions with more functionality than traditional hardware at a fraction of the cost. Because of Telax’s innovative use of hosted technology, Telax clients experience dramatic cost savings while enjoying the benefits of a more powerful and user-friendly call center solution.
Telax hosts IVR (Interactive Voice Response) and ACD (Automatic Call Distributor) call routing equipment at a centralized disaster-proof location. Your inbound local or toll-free numbers are configured to point all of your calls to that location.
A call is usually answered by an IVR which greets the caller and offers a menu with self-service and other options. Callers can interact with the menu through speech recognition or phone keypad inputs. The main purpose of the menu is to help the caller reach the correct agent, the first time.
IVR menus can also provide responses for certain common inquiries such as account balances or long distance rate inquiries. From simple programmed responses to dynamic content pulled from your client database, Telax hosted call center solutions can deliver whatever your business demands.
When appropriate, a caller will be transferred to one of your agents. This involves the heart of all hosted call center solutions: the ACD (Automatic Call Distributor). The ACD processes your call routing requirements using intelligent or skills-based routing and other parameters, like longest idle agent. If all agents are on the phone, the call will be queued at our centralized facility. The hold process can involve music, marketing messages, estimated wait time announcements, options for self-service, the choice to leave a voicemail and more. The calls in queue are routed, in priority order, to the appropriate agent as soon as that agent becomes available.
No. Agents can be stationed anywhere around the world: Telax hosted call center solutions can route calls to any phone. Agents simply enter the phone number or soft phone IP address they will use to answer calls when signing in. Routing calls over the regular telephone network to a landline phone is preferred, but using the Internet with VoIP (Voice over Internet Protocol) is a viable option. Either technology can be setup as a backup for the other, with cellular phones providing yet another backup network.
Agents require an Internet connection for call control. Call control communicates agent status and commands, through a small local application or web browser, to the hosted call center solutions system. To ensure maximal performance, installing the client application locally is preferred, but using a web browser interface is an option. If Internet is not available, Mobile Agent Login enables the agent to continue to answer calls.
Telax Hosted Call Center solutions offer a comprehensive suite of supervisory tools, including call recording and custom reporting. These tools provide qualitative and quantitative insight into your customer-agent interactions and are critical for managing remote agents. All aspects of a call, from dialing in to hanging up, are tracked and included in reports.
Set up and support for Telax Hosted Call Center solutions are provided as part of your subscription. Many organizations need expertise to design IVR menus and call routing tables. Experienced Telax project managers work closely with clients to establish the ideal configuration. Ongoing support provided by Telax will address any day-to-day questions clients will have as well as major changes or customization requests.
To learn how Telax Hosted Call Center solutions can benefit your business, schedule a live demo with a call center expert – it’s free. We promise you won’t regret it.