gPlex call center specifically designed to provide call center owners with the most reliable service, technology and support to run a highly successful business.
Automatic Call Distribution (ACD)
ACD engine can route calls and mange queue most efficiently using the following routing methods:
* Round robin
* Longest idle agent
* Ring all agents
Find Last Agent with Priority
"Find last agent" feature identifies the caller if he/she calls for the second time. In such a case ACD engine transfers the call to the same agent who had handled the caller previously.
Pop-up window appears on agent's computer screen when a call arrives. The call center agent can instantly see some essential information on the caller including customer profile, last service history etc. even before answering the call. Popup feature can be integrated with either existing CRM database or gPlex internal database.
Agent on Multiple Services with Priority
An agent can be assigned to answer calls from multiple services/companies. The gPlex call center system allows creation of agent groups based on skills or length of service. The system finds available high priority agents to pass the calls.
Interactive Voice Response (IVR)
Flexible IVR module allows creating & editing voice menu without limit. Multiple IVR allows you to serve multiple services.
Internal CRM Database
The system will build CRM database on the running service. It will collect records from every call and populate them in internal database. These records can be popped up when a call comes in.
Voice logger (Conversation Recording)
The system can record selected calls or all calls in hard disk. Various formats can be used for voice file includes GSM, WAV etc.
CTI System with E1, T1, Analog PSTN, & IP Calls
Computer Telephony Integration (CTI) technology can be used with digital E1 lines with signaling protocol SS7, ISDN PRI, R2. It can also connect analog PSTN, SIP switch, and IP calls. CTI server is built-in with the core system.
CDR (Call Detail Record)
Call Detail Record (CDR) is a file containing information about recent system usage such as the identities of sources (points of origin), the identities of destinations (endpoints), the duration of each call, the total wait time in the queue, the total unattended call, and the alarm count. The format of the CDR is in excels, so can download and compile easily.