An intelligent telephony system that provides excellent tools for managing Call Center and Contact Center departments

PDF presentation

PDF presentation

Modules

24/7

ProCALL is a reliable program for Call Centers, that allows processing call flows without failures and interruptions 24 hours a day. You have an opportunity to accept incoming calls and make outgoing calls in a convenient working mode!

Caller's identification

Provision of information on caller is carried out through identification function. This, in its turn, it is one of the most important tools to increase customer loyalty. Caller ID allows automatically «recognize» the subscriber upon the phone number and express the data on a display. İn addition, forwarding calls to the right person create positive impression of the company.

Auto forward

Before Call center creation, you may need to acquire the program capable to ensure that all calls will be forwarded to the right person with the first attempt. The Auto Forward module will automatically forward an incoming call to the mobile number after several long signals. Thereby, you will not lose a single customer, and will take incoming calls from outside of the office.

Multi level

ProCALL allows you to ensure complete security of centralized management: the program can be started by the operator, administrator or manager only after entering the password. This provide the opportunity to limit the user rights of employees or open access to certain data. With the multi-level ProCALL security system, you can be 100% confident of protecting your infrastructure!

IVR system

IVR system will help remake ordinary telephone service into "friendly" and effective Call Center. With the module of interactive voice menu you may attune personal greeting for the caller, take advantages of unlimited opportunities of calls distribution from IVR menu, switch the subscriber unsatisfied by the provided information to vivid operator, attune the selection of intercourse languages, attune the feedback system basing upon IVR menu and accept subscribers’ conclusions, complaints and offers.

Voice messages

ProCALL - program for call center with the ability to store voice messages. With its help you will record the voicemail left by the subscriber in order to listen to it later. All the details of voice messages will remain in the Voice Message memory and, if necessary, you can view information about the date, duration of messages, the subscriber's phone number etc.

Call waiting

Call queues management is central to the effectiveness of call centers and customer service. Companies use a variety of methods and practices to lower the average time that a caller spends in the call queue. By means of CALL Waiting of ProCALL, you can set up a phone queue on priorities, configure commercial's or another useful information, inform the agents regarding the average feedback time. In this way ProCall ensure that your custmers won't be annoyed with the long time spent in the call queue.

Load balance & ACD

Owing to this ProCall module, created specially for Call Center, phone calls workload will jointly shared by operators. Administrator/Supervisor/Manager decides for himself to which operator transfer the call in the first place. ProCALL allows choosing between the operator having the least number of calls, those spending the least time for accepting the calls and consultations and the employee taking the last place both on the quantity and the durability of calls. There are also other options.

Administrator module

The ProCALL administrator module allows you to manage the telephony and fully control the work of the operators. Within the ProCALL Administrator module you can add, change and delete application categories, determine the statuses and responsibilities of the operators, listen to records and archival audio files, regulate the work schedule, establishing non-working days and hours, create a Black list, add phone numbers.

Supervisor module

Establishment of Call Center within ProCall module primarily monitors productivity of the operators. Supervisor working with ProCALL has an opportunity to hold online trainings, regulate the operator’s service using the flash panel opportunities. Moreover he controls phone channels loading, determines the workloads of employees implements online support and helps to Call Center personnel.

Operator module

Soft for Call Center operators provides an opportunity to answer incoming and outgoing calls. Under this module, agent can keep records using soft phone, manage own working status (“offline”, “online”, “busy” and other notes), process several calls simultaneously, accepting notification of incoming call to own monitor, use the internal chat.

Targets module

Within the frames of this module, you may implement search on gender, residence (county, city), type of activity (profession), salary, amount and number of loans, maximal credit line, etc. with further allocation of the subscribers among the operators. Besides, selection of subscribers upon the aforesaid criteria in various combinations and their automatic distribution among the operators in the automatic mode are also possible. For instance, a woman living in Binagadi settlement and having loan debt of $1 or an engineer living in Sumgayit city and having salary of $ 500-600, etc.

Prorec module

This soft allows to create voice archives on incoming and outgoing calls. Besides, it features files compression for their compact storage, archived records export, user-friendly search by various criteria. To measure the efficiency of service provision, sound recordings are periodically monitored. Operators are fined or awarded depending on quality of provided service.

Message module

With the ProCALL system, you can create a call center with a unique set of tools for efficient customer service. With ProCALL, you get the opportunity to inform customers, partners and employees about current and future events using SMS service. This module enables the integration with CRM and ERP-systems. Based on the data received from the enterprise database, you can set up personalized SMS messages service.

Integration module

ProCALL provides the possibility of partial or full integration of equipment for the Call Center using your company database (compatibility with MYSQL, MS SQL, XML and other formats). Information about the calling subscriber is pulled from the database and automatically reflected on the operator panel. In addition to the standard information (surname, name, gender, location), information can be available on the presence or absence of loans, deposits, active and passive loans, as well as information on overdue payments on them.

Reports module

The report module ProCALL allows you to see total number of incoming calls, number of answered and unanswered calls, number of redirected calls.Thanks to this module you will be able to get information about operators actions: presence or absense at work, lunch-time and other small breaks, return to call answering after the break (the program shows its duration and time frame). Procall will generate reports on the number of appeals, the number of customer calls, time spent on processing information etc.