ThinkingCallCenter™
“(We) estimate a 28 percent to 45 percent Total Cost of Ownership (TCO) savings in favor of a hosted contact center. The largest savings were in the areas of hardware and software, implementation and maintenance costs, technology upgrades, and IT staffing.”
The ThinkingCallCenter application module from Thinking Phone Networks helps enterprise companies manage both inbound and outbound call center operations. Integrated into the ThinkingSuite platform, ThinkingCallCenter consists of automated call distribution, IM agent queuing, email integration, agent login/logoff, dynamic and skills based call routing, call queues, call recording, real-time agent and queue status, and historical call, queue, and agent performance reporting.
With call center capability powered by the innovative ThinkingSuite platform, enterprises can:
- Improve customer communications – Utilizing our communications application modules (ThinkingVoice, ThinkingIM, and ThinkingMessaging), as well as our customer management applications (including ThinkingCRM and ThinkingSupport). Centralize customer contact across all communications channels, processed by a common set of routing and tracking logic. Increase agent productivity through platform integration such as screen pops with customer information, outbound contact automation, and presence-based routing.
- Remove geographic boundaries – Allows call center agents to be physically located in any office, including a home office. Being location independent also allows for built-in disaster recovery as call center operations can survive the loss of any given site.
- Unlimited capacity – Hundreds of callers can be held in call queues with only active calls tying up available call center capacity. Capacity can be added dynamically, one agent at a time, without needing to purchase separate expansion cards or modules typical of on-premise systems.
- Improved management visibility – Integrates call center and other ThinkingSuite module data to provide a complete picture of customer communications and agent performance. Ad-hoc reporting, historical trending and advanced analytics (OLAP) allow managers to analyze data to make better business decisions. Real-time management views can be segmented to group leaders to better manage call center teams.
