Call Centers & VoIP in Mexico
CENTERWARE INBOUND
Powerful tool that provides full management of your Contact Center
MANAGEMENT
Main interface of our solution
SUPERVISION
Supervice every piece of the solution
AGENTS
Allows your agents process calls easily
REPORTS
Review relevant information

CUSTOMER SUPPORT

CenterWare InboundŽ is a powerful tool allowing administration, control and supervision of your entire contact center operation, optimizing all your communication processes and improving your agents' operational efficiency while providing top service levels at the lowest cost.

Reduce waiting times and direct your customers to the correct agent

CenterWare Inbound- significantly reduces waiting time and customer abandonment percentage. By using intelligent call routing. All calls arriving to your contact center will be quickly distributed by using welcome menus and targeted announcements during waiting time. Skill based routing is just one way CenterWare Inbound- can help improve your Contact

Center's efficiency

CenterWare InboundŽ has a user-friendly graphical interface that enables the online creation and administration of multiple inbound campaigns. Easily create customized parameters that optimize the efficiency of each campaign. Some examples include:

  • Operating hours
  • Campaign names
  • Agents assignment
  • Skill set parameters for each agent
  • Supervisors
  • On hold Messages
  • Maximum call queue length
  • Overflow to other contact centers or internal extensions
  • Voicemail for customers to leave messages and be called back by agent without losing their place in the queue.

Raise the service level of your contact center

See the entire system activity in real time through visual indicators such as:

  • Answered call percentages
  • Abandoned calls
  • Unanswered calls
  • Service level being offered.
  • Complete and detailed reports on:

    • Answered calls
    • Abandoned calls
    • Average waiting time
    • Average abandonment time
    • Average time for assistance to be provided
    • Overflow calls that are routed to other customer assistance centers

Supervisors can view agent's detailed information online such as:

  • Agent's name
  • Status
  • Time in that status
  • Name of the customer being serviced
  • Number of calls serviced during the day
  • Average talking time per call
  • Accumulated talking time providing service
  • Extension number

Give supervisors the ability to create dynamic dialog scripts

Optimize all your contact center Resources to handle a greater call volume

Our solutions can be integrated into your company's current infrastructure

CenterWare InboundŽ platform features the following modules:

  • IVR
  • CTI (screen pop-up)
  • Administration Module
  • Agents Module
  • Supervisor Module
  • Reports Module
  • Voicemail
  • Scripts
  • Database access
  • ACD information online

Provide prompt quality service!

CenterWare InboundŽ integrates to the IVR module allowing your customers to access information 24 hours a day by direct interaction with your database using automated voice response menus. Customers may also access information via web, e-mail, XML, IP, chat and fax automatic responses, increasing your agent productivity by freeing up time for them to handle a greater number of calls.

CTI integration is included at no additional cost. Agents can view on screen all relevant data for a calling customer, even before answering the call (screen pop-up), eliminating the need to request it again from the client.

Centerware InboundŽ Administration Module

The administration module is CenterWare's main interface. Based on Windows, this user friendly environment enables supervisors to easily handle and configure all the system applications including: ACD groups, campaigns, agents and supervisors.

The primary tools which will allow for the simple administration of your contact center are described as follows:

  • Rights designation: the administrator may create a Log-in and Log-out for each agent and supervisor, defining access and privileges within the system.
  • Nickname: allows assigning a name to agent and supervisor to locate them quickly.
  • Prioritization: establishes preferred order for call handling when an agent belongs to one or more ACD groups.
  • Skills management: administers call routing by identifying agents' profile according to languages spoken, knowledge, skills and/or capabilities.
  • Call rating: Several useful categories are created and modified, which groups calls according to the kind of response obtained from customer.
  • Campaign and sub-campaign creation in the ACD.
  • Agent assignments: Assigns agents to one or more ACD groups.
  • Customer assistance schedule: call handling schedule assignment for each ACD group.
  • Post call notations: sets time limits for agents to make notations about completed calls.
  • Call overflow: sets the maximum wait time customers will be in the queue before being transferred to another contact center or internal extension.
  • On hold messages: allows for creation, and configuration of on-hold messages such as promotional messages, time left in the queue, choice to leave a voicemail, music, etc.

Centerware InboundŽ Agents Module

Provide your agents with the necessary tools to achieve the desired results.

The agents module enables your agents to quickly and easily make and receive calls through their workstations (PC). It provides agents with all the necessary functions to achieve optimum productivity levels.

Configurable Screen-Pop-up: allows you to design and organize your agents' screens so that information is easily accessible and agents can service calls efficiently.

Agent module integration: This module can be integrated in any: ERP, CRM, database or management applications being currently used, through the following components:

  • ActiveX for applications made with Microsoft software.
  • Web applet for applications made in Java and HTML.
  • Utilizing drivers specific to an application.

Agents Module includes:

  • Log-in and Log-out for agents.
  • Change status online with explanation for why a status was selected, for example: training, lunch, rest room, etc., in addition to default options such as: ready (agent available), busy (agent busy), not ready (agent unavailable or absent), break, etc.
  • Call rating: each call received by the agent may receive a rating for future reference.
  • View information: agents may view the following information upon receiving a call

    • ACD group call is coming from
    • Date
    • Time
    • Time elapsed
    • Telephone number
    • Number of calls on hold
    • Time of the longest call on hold
    • Agent's current status

  • Visual indicators:

    • The time elapsed field changes color as call time increases, indicating to agent that the call may be going long and thus take appropriate action.
    • On hold calls field changes color as on hold calls amount increases.
    • Status field changes color as unavailable time for the agent is exceeded.



Call us toll free at: 1(877)MY-NUXIBA or (877)696-8942  or  (801)859-4100
sales@nuxiba.com