Multi Protocol Information Gateway
Compumade, specialising in the Computer Telephony Integration (CTI) Sector of the Information Technology Industry designs, develops and installs its Multi Protocol Information Gateway (MPIG) Solution.
Compumade makes use of proven technologies, implementation and maintenance methodologies in order to provide appropriate, scalable and flexible Solutions.
Solution Benefits:
- Improving customer service, while reducing customer service delivery costs.
- Improving cash flow and staff productivity.
- Reducing infrastructure installation and maintenance costs
Rationale:
- Frequently Asked Questions are answered automatically – saving money and freeing up staff to be used more efficiently.
- Calls being transferred to call centre agents are routed to the correct staff member the first time (skills based routing) thereby improving customer service.
- Calls being transferred are accompanied by a pop up CRM screen (warm transfer) populated with data collected from the caller, this improves call centre efficiency and customer service.
- Outbound reminders automatically prompt clients who are in arrears to pay, improving cash flow.
Solution modules:
- Multi protocol gateway.
- Voice over IP call centre.
- Interactive voice response.
- Statistical information.
- Inbound and outbound SMS.
Multi protocol gateway:
Communication can be accepted from the local Telkom exchange by the MPIG via the following protocols: ISDN basic and primary rate as well as analog or a TCP/IP network link via SMS,SIP or H323 protocols. Once the MPIG has accepted the incoming communication it converts it into VOIP for internal and call centre use.
Voice over IP call centre:
Call centre agents log in to the MPIG making themselves available for incoming and outgoing calls.
The agent status is then reflected on the call centre manager screen for monitoring and statistical purposes.
A caller being transferred over the Local Area Network (LAN) to the call centre will be able to select the division they require and they will be efficiently routed to the applicable person (skills based routing).
If there are no agents available the caller will be queued and offered a query logging facility. If query logging is selected the client will log his message which will be sent via email to an agent for later action.
On transfer, data pertaining to the incoming call is populated on a pop up screen on the agent’s computer, improving call centre efficiency (warm transfer).
A call centre management screen is provided to aid with capacity management and planning
Interactive voice response:
This module allows clients to enquire about and receive all information pertaining to their account i.e. balance enquiries and fax requests of copy statements or application forms. In short any information that would allow them to help themselves without human intervention. This will in turn free up staff from time-consuming customer liaison.
Statistical information:
All activities within the MPIG are logged to a database. Every day, week and month management statistics are automatically produced and automatically emailed to the relative management staff. This helps with system capacity planning, staff training and general staff management.
Inbound and outbound SMS:
This module offers the account holder and customer the most affordable way of communicating. This module services the largest portion of the account holder base.
A template is used to SMS into the MPIG.
The MPIG deciphers the request and transmits the answer back via SMS or fax depending on the request.
Fax on demand:
This is a two part module. The first is an automated system which is triggered by the IVR or SMS modules where a caller has requested the system to send a copy statement, for example. The system automatically sends a fax based on the data collected from the caller with no human intervention.
The alternative is the call centre agents requesting a fax from their
soft-phones.
Outbound notifications:
This module automatically notifies account holders with friendly and arrears payment reminders improving cash flow and avoiding embarrassment. This module is by far the greatest cost saver to the customer.