CCView

CCView is the complete Contact Center Solution by TELESOFT

We offers CCView application to cater the telecommunication needs and changing technology scenarios of organization. IT helps organizations to improve their customer communication.

CCView has proven to be effective in easing communication, increasing revenue, reducing operational costs and ensuring better customer relationships.

TELESOFT team understands that, every business is unique, and a single solution does not fit every business. We understand the uniqueness of your business and customize our CCView application to match your industry. Our experience enables us to understand the unique approach required to handle different industries, and their requirements.

CCView Inbound

CCView-Inbound help to deliver outstanding customer experiences

• Helps to improve telephonic customer interaction with effective call distribution.
• Identifies the caller and route them as per the pre-defined service/agent.
• Efficient and seamless integration with customer Database/ CRM to keep Agent well informed for every customer interaction.
• Offers analysis of customer interactions to boost the productivity
• Plays vital role in call center workforce manage with continuous real-time call traffic monitoring and Agent state management module.
• Customized business process oriented Analysis and Reports are available.
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CCView Outbound

Help to reach your existing and potential customers with ease

• Advance technology employed for moving through the calling list.
• Automated dialing process saves time and improves the Agent efficiency.
• Efficient and seamless integration with customer Database/ CRM to keep Agent well informed for every customer interaction.
• Facility of efficient campaign management.
• offers Multiple dialing modes to choose from;
  • Preview,
  • Progressive,
  • Predictive
  • Click-to-Dial
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CCView Blended

CCView-Blended is capable of handling both Inbound & Outbound call traffic

• CCView Blended, is the blend of automatic call distribution and outbound dialing applications.
• It prioritizes calling process, which enables Agents to make and receive calls as per demand and strategy planned.
• This improves Agent efficiency, as each can handle the call overflow of the other if needed.
• Efficient and seamless integration with customer Database/ CRM to keep Agent well informed for every customer interaction.
• Customized business process oriented Analysis and Reports are available.
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CCView3rd party CRM

Seamless integration with third party CRM / ERP applications.

• Holds capability integrating with multiple types of CRM applications and ERP.
• Multiple ways of integration are offerd;
  • TTServer (Server-Client)
  • Web Service Proprietary
  • APIs Web Customized APIs
• As per the organization structure & available resources integration method can be selected from above.

CCView Email SMS Integration

Automated Notification Mechanism

• Notification Mechanism.
• Any deviation from the routine behavior, it immediately conveys the message to relevant person by Email/SMS.
• This module can be use to inform
  • Service extension status
  • Emergency Alerts

Customize Call Routing (ACD Functionality)

An intelligent system to distributes incoming calls based on a routing algorithm

• An Automatic Call Distributor (ACD) is an essential feature for handling inbound calls
• ACD works in synch with TELESOFT PIVR.
• Multiple pre-defined routing strategy are offered such as,
  • Line/DIDl Based Routing,
  • CLID based Routing,
  • Campaign Based Routing,
  • Round Robin Style routing,
  • Skill Based Routing,
  • Preference Based Routing
• As per the organization structure & available resources integration method can be selected from above.

Customize WallBoards

Customized Wallboard as per the business process

• Wallboard is the easy way to communicate performance metrics.
• It displays important performance statistics on available LCD Screen, i.e.
  • Service levels,
  • Number of calls in the queue,
  • Number of calls abandoned,
  • Number of Agents available
• Wallboard communicates these real-time statistics with entire team to enhance team work and overall performance.
• It offers alert/alarm indication for critical scenario.
• Offers customize wallboard application that can be displayed on any available screen in Contact center.

ACD Analysis

Collects, processes and presents consolidated telephony, performance in analysis reports.

• This application provides important statistics and analysis on available communication resources, devices and employee performance.
• Many aspects considered in analysis such as;
  • Performance of Call Queues
  • Service Levels
  • Calls Answered - Abandoned
  • Agent Performance
  • Resources Availability & Utilization
• Through the ACD-MIS, the administrator can monitor the workload, performance of individual agents, as well as call traffic.
• Offers profile based access to the relevant reports over web portal

Performance Analysis

Easy and efficient analysis of system performance

• Customize reporting as per customer business process i.e.
• Follow-up List, Monthly report for Complaint/Requests, etc..
• Business Process Customize tool
• Database Management
• Employee/agent profile Management
• Employees Performance
• Secured access to business Database
• Offers related Analysis & Reporting