Call Center

Call center technology, managed 24/7 by an expert team, is a key to realize the lifetime value of your customers and directly grow your bottom line.

In the past, business units actually able to materialize these benefits were the minority. That’s still the case because traditional call centers are too costly and complex to setup and manage for any return on the investment to be possible.

Telax delivers simple, flexible, and cost-effective hosted call center software solutions. It’s low cost and easy to get started because it doesn’t require any hardware purchases. And it works because it is implemented and managed for you, by our hosted call center software solutions experts.

In the Solution section, you’ll find descriptions of some key technologies that make up a hosted call center, e.g. IVR, ACD, WFM, reports, recordings, remote agents. There is more – so if you’re ready for the rest right now, sign up for a demo.

Intelligent IVR

A call often begins with a greeting from the IVR (interactive voice response) system within hosted call center software solutions. Is this ideal for your team? What should your caller hear and experience? The Telax team shares best practices and industry know-how to execute world class strategies for you. Our aim is an efficient IVR that your callers barely notice that delivers them to the right agent at the right time.

If you need:

  • Assurances that everything will go as planned.
  • An experienced team to test changes.
  • Prepare roll back plans and
  • Coordinate with your team for a preferred cut over time.

Then you’ve found the right hosted call center software solutions partner in Telax!

Additionally, The Telax IVR can capture info and push it to an agent desktop “screen-pop”, and provide “telebanking” style applications with secure access to account balances and payment status.

This is all a part of our intelligent IVR planning approach, where mission critical government call centers, health care centers and financial call centers, amongst others, trust Telax to manage their hosted call center software solutions – and execute seamless transitions - without any additional fees.

Universal ACD

ACD is an acronym for automatic call distribution or distributor. Telax Hosted Call Center software solutions feature a robust and redundant universal hosted ACD:

  • An effective ACD is the heart of any call center, it increases productivity by connecting the right caller with the right agent, directly.
  • Determines which agent should receive the next call, considers skill sets, priorities, longest idle times and other parameters.
  • Reduces wait time and increases first call resolution – this drives increased customer satisfaction and retention.

Universal ACD enables more than voice to be routed to your agents, and management maintains the same insight and transparency into these interactions.

Telax universal ACD can route:

Voice – calls from your customers into your toll free numbers

Chats – initiated by visitors on your website or intranet

Emails – sent to your key shared addresses, distributed to your team

Callbacks – automated queued call backs for callers that choose to ‘hold virtually’

Voicemails – priority maintained for voicemails left in queue (non-queue voicemail option also available)

Fax – distribution and tracking of faxes to a group or individual

Want to know how this could really help your team? Receive a crash course on call centers, telephony and industry best practices from our experts in hosted call center software solutions.