CallWay Contact Center

инсталяция контакт-центра

Контакт-центры CallWay Contact Center CallWay Contact Center is one of the best platforms on the Ukrainian market for the organization of effective contact centers. This is a progressive Ukrainian development that allows you to create solutions taking into account the specifics of your business processes.

CallWay Contact Center is highly reliable and flexible. It has a user-friendly interface—an effective tool for "smart" processing of a large number of calls.

The use of the CallWay Contact Center complex allows:

How does it work?

It's straightforward. The telephone lines are connected to the CallWay Contact Center Server. The server can be either in the company's office or remotely. Working computers of users with a headset or telephone sets (regular phones or IP phones) are connected to the server via a local network. The system is ready to work.

General description

Callway Client is an application that allows you to use all modern communication channels with the client as efficiently as possible: phone, SMS, e-mail, online chat. This application closely integrates the telephone system with the CRM system, providing quick access to customer information.

To start working with the application, you need to go through the authorization procedure.

CallWay Contact Center Server

Login form

To successfully complete the authorization procedure, you need to fill in the required fields: "Login" and "Password" and click "Log in".

  1. Login field
  2. Password field
  3. Checkbox, which allows you to "Remember the password", eliminates the need to enter the password at the next login.
  4. A checkbox allows you to skip the authorization procedure the next time the application is launched.
  5. Editing server connection settings.

Softphone

A softphone used in conjunction with headsets as subscriber equipment. Designed to optimize the processing of incoming and outgoing phone calls, it also allows you to send Sms messages.

CallWay Contact Center Server

  1. Open the function menu.
  2. Field for entering a number (For more information: Working with calls)
  3. Display a window on top of all windows
  4. Operators tab(List of existing operators)
  5. Contacts tab(List of existing contacts)
  6. History tab(History of calls and Sms sent)
  7. Chat tab(New, active and completed chat sessions are displayed)
  8. Status change (Manually, you can put down only the statuses "Free" and "Not ready", the rest are put down by the system automatically)
  9. Microphone sensitivity control of the active audio device
  10. Volume control of the speakers of the active audio device
  11. The reason for the status "Not ready" (example: "Break" or "Lunch")
  12. Operator's full name

Goals and objectives of a typical project

  1. Organization of a Contact Center for processing incoming and outgoing calls
  2. Creating a single entry point for all customer requests of the Company
  3. Ensuring the quality and efficiency of call processing, regardless of the way customers contact the Contact Center
  4. Setting up tools for collecting statistics and storing conversation records
  5. Obtaining analytical information about the work of the Contact Center in order to improve the manageability of the Contact Center and other divisions of the Company

Figure 1. The structure of building a Contact Center based on the CallWay Contact Center

CallWay Contact Center Server

Tasks that CallWay Contact Center solves

Improving work efficiency

Automatic identification of the client

Integration with external systems (CRM, ERP, CMS, database, etc.) to display the client card when an incoming call is received

Displaying the history of the relationship with the client: requests, purchases, outgoing campaigns for the client, etc.

Prompt processing of requests

The possibility of automatic prompt connection with the client after making a request on the website or in the voice menu

Work control

Registration of all incoming and outgoing calls

Real-time monitoring of operation with the ability to listen and intercept a call

Tools for detailed analysis of call statistics for any time period (hour, day, week, month)

Access to recordings of all telephone conversations

Organization of a comfortable workplace

User-friendly interface for managing the operations of dialing, receiving an incoming call, holding or transferring a call to another number

The ability to use the headset to free your hands and process information faster

Creating a single interface for working with clients and calls

Dialing a phone number in one click

Automatic selection of the optimal channel for making a call

The speed of dialing due to the formation of a list of the last dialed numbers, the last calls received

Automation of routine operations

Conducting outgoing campaigns to inform customers using the interactive speech interaction system IVR

Providing the client with automatic information about current discounts and promotions using the static IVR menu

Providing information about the current balance of the client, the amount of debt, etc. using the dynamic IVR menu

 

Saving regular costs

Cost reduction

for connection

Analysis of the intensity of telephone traffic in order to select the optimal communication channels

Automatic selection of the channel for the call on the principle of the lowest cost

Support for all types of communication channels

Free calls between branches

Consolidation of geographically disparate offices of the company into a single telephone space

Support for a standard internal number plan

Sending calls between offices via IP channels to ensure free telephone conversations

The possibility of using communication channels of another office to minimize the cost of calls

Remote workplace support

The ability to configure a remote workplace with support for all the functions necessary for working with calls

 

Improving the effectiveness of advertising influences

Control of advertising channels

The ability to assign a separate phone number to each advertising channel

Number substitution depending on the source of the transition to the company's website

Analysis of call statistics for each number in order to determine the most effective advertising channel

Integration with Google Analytics for the complete analysis of advertising campaigns

 

Customer-oriented approach

Automatic identification of the client

Greeting in the client's language

Addressing the client by name

The ability to quickly respond to a client's question by displaying the history of requests

IVR Menu

The possibility for the client to select the necessary department in the IVR menu for a direct connection without communication with the secretary

Playback of previously recorded information about new promotions and services to the client

Intelligent call routing

Announcing to the client the position of his call in the waiting queue

The ability to direct an incoming call directly to the initiator if he previously made an unsuccessful attempt to dial this number

Sending a call to the answering machine or the IVR menu after business hours

Connecting the client directly with the responsible manager using information from the accounting system

Increasing the priority of service for VIP clients

Customer callback

Possibility to order a callback via the IVR menu

Automatic call from the website to the phone number entered by the client

Customer Satisfaction Survey

Automatic call to the customer's number to conduct a survey of satisfaction with the quality of service

Offer to the client to evaluate the quality of service immediately after the conversation.

 

Control of the work of employees

Recording

all calls

Keeping a record of all incoming and outgoing calls

A quick search for the desired conversation recording

Statistics and monitoring

Registration of all incoming and outbound calls

User-friendly interface for displaying call statistics with the ability to search by phone number

The ability to listen to conversations in real time

Displaying information about the number of incoming calls in real time

Set of reports

Detailed reports on each employee

Display of the total working time, breaks, the number of received and missed calls, the average time of the call and the answer to the call, etc.

The ability to generate individual reports

Conducting satisfaction surveys

The ability to evaluate the quality of an employee's work due to the client's assessment of his work immediately after the conversation

Organization of a "hotline" for receiving complaints and wishes from customers

 

Figure 2. CallWay Contact Center Softphone for Windows

Программный телефон CallWay Contact Center для Windows

Figure 3. Tabs "Operators", "Contacts", "History"         

 

           Программный телефон CallWay Contact Center для Windows              Программный телефон CallWay Contact Center для Windows            Программный телефон CallWay Contact Center для Windows

                

Figure 4. Examples of reports

CallWay Contact Center для Windows

Figure 5. Web-based call statistics interface

CallWay Contact Center для Windows

Call center (English "call cente"r — call processing center, also a call center) — a specialized organization or a dedicated unit in an organization engaged in processing requests and informing via voice communication channels in the interests of the customer organization or the parent organization. Contact Center (eng. contact center, contact center) — a call center that also processes requests by e-mail and regular mail, faxes, and works with requests in Internet chat mode.

We have everything to create a contact center:

We create more than a regular call center!

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