Call center solutions
SparkleCallCenter

1.Call Center

A call Center is an entity that receives and issues calls for Customer Service, marketing, technical support, and other specific business activities, also known as a Customer Service Center, Customer Contact Center, or Customer Care Center. The calls here are not just phone calls in the traditional sense, but also fax, E-mail, SMS, and all kinds of text, voice, and video calls on the Web, which are technically multimedia. And each call center includes at least one ACD (automatic call allocation) module and several seats.

2.Call Center Representative

Seating is also referred to as operator, is processing the fax in the call center, call, email the business such as basic units, in the traditional call center, position task is to answer or dial the phone, and in the new system, due to the popularity of computer terminals, seating will also be able to handle E-mail, SMS, fax, and other types of business. The phones used in the seats can be interphone (connected to an internal switch), regular line phones, and software phones (running on a computer system). In a system, the work number is generally used as the unique identification of the seat.

3.Automatic voice navigation IVR

Interactive Voice Response independently records multi-level IVR Voice Response process according to its own business needs. The IVR function provided by SparkleComm call center system supports an unlimited set of unlimited level configuration, and users can combine the time according to their own requirements to achieve different IVR flow configuration at different time periods.

4.Automatic call allocation ACD

Automatic Call Distribution incoming calls are allocated to appropriate seats, ringing groups or queues according to the rules, setting ringing policies and no response handling.

ACD (Automatic Call Distribution), that is, Automatic Call Distribution, also known as queue. It is the description of the logic function of the call center's whole foreground access system and the core function of the SparkleComm call center system. In addition to the call distribution function of the general switch, it also provides the following six ring distribution strategies. All ring, in turn ring, most recently connected, least connected, random ring and memory ring.

5.To play screen

When the user calls into the SparkleComm call center system, the system will automatically pop up information about the caller. SparkleComm call center system has flexible pop-up function, the system does not record the new number of the call, the number and number home, other details default to the state of vacancy, the seat representative can directly edit, improve and add to the database record. For recorded calls, the system will automatically pop up information related to the number, and the seat representative can know the caller's details before picking up the call.

6.Voice mail

The SparkleComm call center system offers an unanswerable voicemail service that allows incoming customers to leave their requests when they are temporarily unavailable. After the seat representative logs in, the system prompts that there is a new voice message. The seat can click to listen to the message on the voice mail interface and make a return visit.

7.Data statistics

SparkleComm call center system to provide all kinds of the analysis of the statistical data of the chart, including: according to the time of statistical total inbound/exhale, overall success rate, the current sat down on the number of online, some sat down for some time the amount of inbound/exhale, a reclined at the table of the connection rate, January 1 day/contrast analysis diagram, call phone disposal statistics, etc.

According to the set customer satisfaction rating level, the evaluation of customer satisfaction will be calculated in the form of a chart by means of score statistics.

SparkleCallCenter system architecture

The upper level functions of the call center include the PC client and the administration and console sections. PC client to achieve the display and phone call and answer functions. Management and console to achieve background management functions such as statistics view, call record and recording view, rights management and role allocation, as well as management and control functions.