What is ZingCaller?
ZingCaller is a fully hosted Contact Centre Solution, which can deliver contact centre functionality including skills-based routing, voice recording, IVR, data storage and advanced reporting as well as service to any location via IP on a 100% “pay as you use” basis. The solution offers all the functionality required for a complex contact centre both inbound and outbound at an affordable price.
Why chose a hosted contact centre solution?
A hosted contact centre is the most cost effective way to implement and operate a new contact centre as well as expand on an already existing one. There are minimal set-up costs, complete flexibility to scale up and down in capacity as your business changes and the most beneficial point is that it is all on-demand which means you pay for what you use.
Architecture and Functionality
The solution provided is based on an open-standard SIP based contact centre platform that has been proven and is currently running in major contact centres in South Africa. The applications cater for scalability to 15,000 concurrent agents across multiple sites with multiple instances in multiple ISPs. Making use of multiple ISPs ensures that the solution is 100% redundant with 99.99% uptime should the redundancy requirements be built into the WAN/LAN infrastructure. The contact centre CTI application ensures that all required interfaces are taken care of and has proven integration ability to all major 3rd party applications and telephony platforms should the decision be taken to run both platforms in conjunction with each other. The architecture represented above highlights the high-level flow of information from a customer using their communication device whether voice (both cellular and telco based) or email, fax and sms.
- Voice and data are delivered via Interconnect technology from a ISP of choice;
- The SIP based contact centre application is able to provide the call with treatment i.e. Music on hold, DTMF voice prompts via the IVR application as well as the recording and classification of the recording on the network based voice recorder;
- Once the correct agent has been selected based on the routing requirements the call is then routed to the appropriate agent with the necessary CTI information collected e.g. Client’s ID number or account details (note: any integration to 3rd party databases;
- In the case of a call, the CTI data will be interrogated by the agent application for the provision of an agent screen pop. The same will be provided for in the case of an email/fax/sms; and
- Once the interaction has arrived at the client site it will be presented to the agent via a screen pop on the agent terminal (Minimum spec Intel based PC) or by an IP Phone.
Summary
Summary and technical reports as well as historical data are provided to help contact centre managers optimise contact center performance. A return on investment is realised through a reduction of fault-finding time as well as the management of issues between integrated systems. With ZingMonitor there is no longer a situation of your agent informing you that there is a problem with the contact centre or finger pointing between vendors.
What is the cost?
Download our customer contact centre configurator (.xls) and calculate the cost of your Zing contact centre.
Capex vs Opex
Need a business case for your Zing hosted contact centre? Download our TCO calculator (.xls).
Request a live demo?
Request a demo and see the benefits of ZingCaller.
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