Products & Features of 1Stream hosted contact centre
1Stream’s Managed Contact Centre provides contact centre functionality on a software as a Service (SaaS) model: Our clients only pay for what they use, when they use it.
A Managed Contact Centre offers the benefits of a dedicated, premises-based contact centre — including complete system management, proactive remote monitoring, and the services of certified engineers – without any of the attendant costs and administration issues.
Whether you have 15 agents or 550, the Managed Contact Centre enables you to focus on your core business while we focus on maintaining the contact centre systems.
The 1Stream Managed Contact Centre has been built using the Customer Interaction Centre SIP-based IP from Interactive Intelligence, an all-in-one multi-channel software platform.
Features include:
Inbound ACD
The ACD is the heart of the call centre, ensuring that incoming calls are distributed to the right people, based on the number called and the ACD’s database of handling instructions.
Outbound Dialler
The outbound dialler provides outbound and blended campaign management functionality to increase agent productivity, fill sales pipelines and streamline collections. In essence, it is able to augment any number of marketing and relationship management processes.
IP Telephony
IP Telephony provides for the back office needs of staff who need traditional telephone functionality. IP telephony transmits voice communications over the network using open-standards-based Internet Protocol.
Multimedia
The Managed Contact Centre provides multimedia functionality in the form of email, fax, web chat and phone. Agents work in a blended environment which enables them to efficiently receive and respond to customers in the media of their choice.
Workforce Management
Human resources account for 70% of the costs in a contact centre; scheduling agents is a full-time balancing act to ensure the optimal head count to meet service levels. The Workforce Management application enables you to optimise your most valuable resources in contact centres of all sizes.
Recording and Quality Management
The Recording and Quality Management application provides the functionality to record and play back multimedia contacts. It provides complete quality assessment control in one environment for recording and archiving phone calls as well as e-mails, faxes and web chats.
Interactive Voice Response
The IVR is an automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The IVR can be used as a self service application by providing information to callers and routing as many calls as possible away from costly human agents.
Computer Telephony Integration
CTI is used for integrating customer contact channels (voice, email, web chat, fax) with computer systems, enabling you to screen pop client information onto agent PCs and control telephone calls from the desktop PC (dial, transfer, mute, conference, etc).
Salesforce
By embedding call control, agents can make, take and manage calls with features for click to dial, dial from workgroup, call pickup, disconnect, hold, transfer, and conference. Agents can also manage their presence status, service multiple interactions simultaneously, have customer records automatically populate upon contact initiation, and assign wrap-up and account codes — all from within the Salesforce environment.
