Call Centres
 
Traditionally a call centre was a place where telephony activities were centralised, with the aim of cutting costs and improving marketing and/or customer services. But that’s all changed – with maximiser a call centre no longer needs to be in one single location. Call centre staff (often called agents) can be distributed across multiple sites, or even countries and continents. Agents can also be based at home or other remote locations. And it’s not just about telephone calls any more – maximiser’s Contact Centre solutions allows customer contact via email, SMS text, web callbacks and/or web chat to be managed and “blended” with traditional telephone calls.

Every business has a call centre – and every business can benefit from call centre technology. What ever your particular need – be it a 2 “seat” Help Desk to 100+ agents spread across multiple sites – there’s a maximiser Call Centre solution that’s absolutely right for you.
 

The Informal Call Centre
maximiser provides many advanced Call Centre features “under the skin.” Automatic Call Distribution (ACD), Skills Based Capabilities, Call Queuing with entry/update messages and definable limits, Call Recording, Call Routing on CLI, multiple Music-on-Hold zones, Agent Log In/Out and Supervisor Monitoring & Intrude are all supported as standard. Adding visibility of real-time queue information through Desktop Clients (for Windows & Mac OS X) turns maximiser Departments into Informal Call Centres – ideal for Service, Support and Help Desks, etc.

The SpliceQueue Desktop Client provides accurate, up-to-date information on how many calls are currently holding, wait time for those calls held in queues – and who they are - real time “agent” status and their response times. A Desktop Client can be configured to present this information for a single Department – or all Departments. SpliceQueue can also provide a visual warning when certain pre-defined queue parameters are exceeded, for example, if a queued call were to exceed your target wait time.
 
 
The MultiQueue Wallboard provides a real-time view of calls for up to eight separate Departments plus a total for all Departments. Designed to be run on large wall-mounted plasma screens and PC monitors, the MultiQueue Wallboard clearly shows the number of active and queueing calls, total number of calls answered/abandoned and the longest/average queue times. The MultiQueue Wallboard can be run in conjunction with, or instead of, the SpliceQueue Desktop Client , providing a clear, up to the second view across all queues.
 
 
The Inbound Call Centre
To meet the demand for more formal requirements SpliceCom have teamed with two of the UK's leading Call Centre specialists to deliver a complete range of solutions. Using award-winning and field proven application suites as a starting point these products have been jointly developed to address the needs of Call Centres dealing with in-bound sales and telemarketing campaigns. SpliceCom can provide all the tools you need to manage your teams and your business more effectively. From detailed and configurable real-time statistics, with alerts to notify staff when volumes increase, to graphical reports that provide detailed management information and analysis, maximiser Inbound Call Centre solutions deliver best- of-breed call routing, in-depth management tools and detailed analysis of performance, which add up to fewer abandoned calls and tasks, lower costs and greater customer satisfaction.
 

The Multi-Media Contact Centre
Every telephone call or email that goes un-answered is a lost opportunity - and often a lost customer. SpliceCom provide a completely modular system ensuring that all methods of customer interaction - telephone calls, emails, faxes, SMS messages, web chats and web callback requests - are allocated to the right person at the right time - every time. By delivering highly advanced and robust call and task routing, all calls are handled and answered consistently in a timely fashion - no matter how they arrive.

SpliceCom's Multi-Media Contact Centre solution for maximiser increases customer satisfaction by:

  • Identifying customers and types of callers when they call or email, whilst ensuring that they are prioritised correctly and allocated to the most skilled available user.
  • Dynamically increasing the priority of a waiting call or other task so that customers' wait time is reduced.
  • Progressively increasing the number of agents who can be allocated the call or task, so that even when call volumes are high, the call will always be given to someone who can answer that enquiry.
  • Integrating the contact centre directly with your business applications, so that agents know who is calling and can handle the call more effectively.
  • Ensuring that fewer calls are abandoned or lost
 
The Outbound Call Centre
SpliceCom also offer comprehensive outbound campaign management, enabling contact centres to maximise the performance of their data as well as their agents. The campaign, list and agent management are seamlessly integrated using intuitive graphical tools to perform every task - from list assignment to reporting. Manual, preview, progressive and predictive dialing are all supported, whilst call blending, allows outbound agents to handle inbound calls, emails or other media whenever there is excess demand placed on your call/contact centre.