Inbound Call Center firmware for Positron PBX Systems

Positron's Inbound Call Centers manage important customer driven activities which in turn, represent important data providing direct contact with customers. A significant advantage for these important customer driven activities is to provide customers with a professional phone experience which includes favorite features such as dial-by-name directory, call queues, priority queues, call recording, supervisor monitoring and much more.

Download Specification Sheet for Inbound Call Centre

Application examples of Inbound Call Centers

• Order Taking Services
• Toll Free Customer Service
• Live Web Chat
• Email Response
• Direct Response
• Conference & Registration
• Live Receptionist
• 24-Hour Help Desk
• Emergency Response

Highlights

Inbound call centers can provide the following benefits:

• Improve customer relationships
• Enhance Agent productivity
• Measure and Monitor call center performance

The Positron Inbound Call Center solution offers:

• Connectivity to telephone and VoIP networks
• Support for up to 30 simultaneous calls
• Monitoring tool – CDR, Queues, System status and Agent view
• Full PBX functionality
• Support for up to 10 call queues

Features:

Queues – used by call centers to correctly place inbound calls into the correct queue for agents to answer the calls. A typical example would be “on your touch tone phone hit one for sales, hit two for support….” And the calls are directed to the correct agents.

Call Data Records – a listing of all calls on the PBX system. This can be used for call metrics analysis, costing and performance.

Real time Monitoring – done largely at a system level to determine the ‘health” of the system.

Overview Pane – used to display the status of agents in a call or queue for a more granular look at activity.

Configuration allows for:

• Full PBX functionality
• Agents and Queue configuration
• Incoming calls being placed in the queue
• Members that answer the queue (extensions or users that login as agents)
• A strategy for how to handle the queue and divide calls between members
• Music played while waiting in the queue
• Announcements for members and callers