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Avhan CTI Telephony Server Avhan CTI Telephony Server provides a ready interface to the ACD and monitors all the ACD events. A new unique call ID is generated for each new call and the entire life of the call is traced using this call ID. The data collected and monitored by the telephony server enables Avhan Routing Manager to select the best suited agent for call handling and screen pop up. This data is also used to display all IVR transactions performed by the caller when call is transferred to the agent from the Avhan IVR. The telephony server provides a single log on to the agents for ACD and Avhan Fulcrum CRM Avhan IVR Avhan IVR Server: Avhan IVR server is developed using Avhan Call Flow Designer (Dialogic platform). The IVR provides integration with Avhan Fulcrum database. Avhan IVR server has a built in GUI for recording the prompts required in IVR. Avhan IVR identifies and takes corrective actions or gives email notification to Administrator in case of IVR script errors such as voice board hardware failure, disk full while recording, play files corrupt/missing, database connection not available etc. This is a multilingual IVR available in English & Hindi. In addition to information dissemination, the IVR captures customer complaints. These complaints/suggestions are stored in a mailbox. The supervisor can access this mailbox by keying in his password. If required, the IVR transfers the calls to the agent.
Avhan Fulcrum Contact Management Avhan Fulcrum contact management application provides workflow management function for incoming calls . Avhan fulcrum form information database for all customer interactions and provides tools for implementing standards in business interaction. Additionally, if required this application can be integrated into the customers existing data processing applications. Avhan Routing Manager Avhan Routing Manager is a specialized application designed to transform call routing to a unique competitive advantage for the call centre. The Routing Manager identifies the best available agent or groups of agents to attend to a call based on real time data on the caller requirement and agent skills. The Routing Manager utilizes many triggers including DNIS, CLID, digits collected in the IVR and other call related data and makes routing decisions. All the customer knowledge is leveraged to make a best match between your call centre resources and customer requirements to provide a more satisfying service to the caller. Avhan Routing Manger increases customer satisfaction in many ways. Routing calls to the most qualified agents ensures the callers specific problems or needs are met and reduced queue times for callers. Avhan Screen Popup presents caller information and reason for the call on the agent PC along with the voice call. Avhan Screen Pop is a flexible and configurable utility that allows for populating agent screen based on DNIS, CLID, CIN (Customer Identification Number) or other call related data captured in IVR. Avhan Screen Pop facilitates presenting multiple, related screens (e.g. customer information and product information) to the agent so that the agent is best equipped to meet the caller's needs .Avhan Routing Manager is a specialized application designed to transform call routing to a unique competitive advantage for the call centre. The Routing Manager identifies the best available agent or groups of agents to attend to a call based on real time data on the caller requirement and agent skills. The Routing Manager utilizes many triggers including DNIS, CLID, digits collected in the IVR and other call related data and makes routing decisions. All the customer knowledge is leveraged to make a best match between your call centre resources and customer requirements to provide a more satisfying service to the caller. The Routing Manager defines agent skills, skill ratings, group skills and routing rules. Based on the business strategy, the organization can define 'if-then' rules for agent/agent group selection. Avhan Screen Popup Avhan Screen Popup presents caller information and reason for the call on the agent PC along with the voice call. Avhan Screen Pop is a flexible and configurable utility that allows for populating agent screen based on DNIS, CLID, CIN (Customer Identification number) or other call related data captured in IVR. Avhan Screen Pop facilitates presenting multiple, related screens (e.g. customer information and product information) to the agent so that the agent is best equipped to meet the caller's needs. Avhan CTI Softphone Avhan CTI Softphone provides telephony interface on Avhan Fulcrum to the agents. This facilitates operations of the agent since the agent has a single interface for both CRM and telephony. The soft phone allows an agent to Pick up call, transfer call, put call on hold, define his status and do conference calls.
Avhan Dialer Avhan Dialer makes outbound calls to specific groups and plays specific messages to them. The application allows defining groups, time period for outbound call and the message to be displayed to the groups. Calls are scheduled for redialing based on the reason for failure definition / state. The dialer call status is classified as successful, busy, ring - no answer, no ring, no dial tone, Fax, and Answering machine. Avhan Dialer is integrated with Avhan Fulcrum to provide Preview Dialing facility to agents. An agent can look up the contact list in Avhan Fulcrum to dial a customer at a predefined time.
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