Users Needs Analysis

1) Low cost to establish call management system, enhance service quality.

2) Easy to manage and custom settings of IVR (Interactive Voice Response), the flow of inbound calls is controlled by the users, with clear voice and easy to operate navigation menus.

3) Have certain incoming calls management capabilities, enable priority answering of users' incoming calls settings, with flexible calls with follow-me function, call transfer and management functions.

4) Supports software telephone or hardware using headsets telephone terminals, to convenient the customer service personnel to do records and operations. 

5) With call recording, call log statistics and other functions, to facilitate backup, report and search.

For Call Center 

Intimate Call Manager provides a comprehensive call center functions and is a call center middleware, which integrates MyPBX capabilities

through the Web Application platforms such as Firefox or Google Chrome allows customer service into the line on a computer screen view

messages, screen-based call management provides a user-friendly interactive interface.

With the ability to accommodate Call Center and incoming call distribution requirements, inbound or outbound call and the relevant information in the IVR system, recording system, shared between Call Manager and PBX. The telephone system and the computer system information and business information data sharing and analysis. 

1. Greeting Tips

When received calls, the system will appear the company name users should greet in, in the pop-up notification window.

2. Client Records

The system supports quick relate of the unknown phone number to an account once the system received a call. Users could save the number to the client records.

3. Play Call Screen

The system will have a notification pop-up window which shows the caller information once the phone rang.

4. Incoming Lines Playing Screen

The system will have notifications telling users the incoming lines information.

5. Call Monitoring

Managers could monitor the team members' performances during phone calls with clients, could better evaluate team members performances.

6. Call Statistics

Users could see all inbound and outbound call reports and statistics in the system, have better understanding which team member made the most calls and who called the least.

7. Intelligent Routing

The system could identify the caller and direct them to an appropriate agent, based on known information tied to the caller or information provided by the caller during the call. 

8. Screen Pops Groups

As different client is handled by different team members, when calls handled by specific team members came in, the notification screen will pop-up only to those team members, showing information of the client. 

9. Recording Management

The system could record phone calls and voice mail, users could listen the records easily with one click of button, and manage the recordings effectively. 

10. Information Sharing

When calls came in, looking for specific team members, but they are on meeting, day off, etc., users could mark down in the pop-up window, letting all users to share this information. Users could also mark down clients' notes for team members. 

11. Telephone Records

The system allows you to check the user call log, you can check all your call history through the web-based system at any time. You can also listen to the voice record playback by a simple click. The system also records the call in clients' information, to which extension, the call in time, date and call length.

12. Voice Call Back

Users could call an extension outside Hong Kong, in order for that extension to call back, so users could use that number to call clients in the same geographical area, outside Hong Kong, to reduce expensive call expenses. 

13. Push-button Dialing

As call manager has integrated with the PBX IP Phone solution, you can call your client by simply click of a button. Intimate Call Manager offers a centralized computer platform, which allows agents to review caller information from the screen and customize service delivery.

Intimate Queue Board

Intimate Queue Board is a board that uses in call centers to enhance call performances, it is also user-friendly. Showing per queue groups' real-time information, including calls in queue, answered calls, abandoned calls, average hold time, average talk time, agents on call, agent availability, lost call sum, call waiting and the time each agents talked per call, for the call center agents and managers, so they could analyze the time they should use per call. 

When there are too many calls in queues, hold calls and abandoned calls, managers could use these real-time information to increase productivity of all agents, and improve the phone call answering situation, procedure and enhance customer interactions. To avoid the risk of losing business and customers to your competitors, and maintain business positive reputation and image.

Integrations with PBX - Solutions Introduction

Series of MyPBX IP PBX Phone phone system, made telecommunication lines and VoIP networks integrates perfectly, reduce business communication cost significantly; uses advanced voice processing technology, to provide users with high qualities. MyPBX's embedded operating systems, made management and maintenance simple and convenient, not only to ensure reliable operations of the telephone network, but also the extension can be extended easily and migrate flexibly. MyPBX also has a strong compatibility, which is able to have hybrid network with a variety of traditional PBX, protecting users' investment. 

Functionally, MyPBX possess functions of traditional corporate phone, and has built-in call center, with call recording, cost calculation of calls, conference calls and other value-added features. It is able to ingratiate out Intimate CRM / Call Manager, support telephone logs, client management, inbound / outbound call pop up screen, caller ID display with welcome message, company name and leave message etc. 

Systems Infrastructure

1) Server Room 

  •Deployment of a MyPBX

2) Phone Users

  •Deploy software phone or IP phone, and register to MyPBX 

Solutions

1) Low establish cost, a MyPBX is able to meet users' needs of creating their own call centers, and also able to have conference calls, cost calculations of calls and other practical function.

2) Users can set the incoming calls system, balanced distribution of calls, the system can track the seats or agents status in real-time, and produce an effective agent queues, use of permutation algorithm, to connect calls to the most appropriate agent.

3) When all customer service hotlines are busy, the system can play wait music that fits with the corporate's personality, and regularly reminds the caller the numbers of wait.

4) Flexible join queue function, except for fixed telephone users, the system allows other users to call other system feature codes, able to temporarily join or leave the call queue.

5) MyPBX call manager also has voice mail, call recordings and call records etc., able to improve call center's efficiencies and service quality.