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Some of the core features of the PowerX2000™ telecom
server are as follows: |
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- advanced PABX switching and functionalities
- trunk grouping
- trunk line access
- trunk access code
- system restricted calls
- outgoing call scheduling
- incoming call routing
- session transfer
- direct inward line/private line
- direct inward dialing (DID)
- speed dial
- assignment of first digit for intelligent response for example
the assignment of ‘0’ for operator
- call management during office hours, after office hours and
on public holidays. With the intelligent scheduler, it is possible
to program the call management to behave differently every other
second.
- real-time call statistics (number of incoming and outgoing calls,
duration on call, response time, traffic, service level, etc.)
by company, division, cost center, department, workgroup, extension
and configurable categorization.
- virtual extensions – allows staff to multi-task and hence
increases productivity
- call waiting feature/tone
- rollover extension
- conditional and unconditional call transfer/call forwarding
- unified messaging (voicemail, fax mail, email) such as retrieval
of voicemail from computer or phone/mobile phone, retrieve fax
from computer, printer or another remote fax machine, and retrieve
email from computer, phone, mobile phone or printer
- multi channel notification services
- extention of the use of non-voice channels such as SMS, email,
fax. (For example, notify customers through SMS or receive messages
from customers through SMS.)
- flexible voice engines with personalized tone styles and selectable
male or female voices
- multi lingual voice engines *
- voice prompts processing system, voice editor
- call identification (configurable distinctive ringing type)
- speech recognition technology*
- text-to-speech technology*
- voicemail greeting options with customizable menu options
- automatic message notification via telephone, pager, email,
SMS and fax
- voicemail with new message notification to external numbers
- message waiting light indicator
- remote retrieval of voicemails
- message playback option
- multi carrier, multi currency tariff rate table (call accounting/billing)
- auto application of tariff rates to calls
- call mark-up rates
- least cost routing
- call accounting
- multi party conferencing
- snooping/online monitoring (trunks, extensions, groups) including
monitoring key performance indicators such as abandoned calls,
response time, duration of calls-on-hold, etc.
- conversation recording
- high capacity of voicemail recording (minimum 2400 hours)
- event playback (can be emailed to another party)
- unlimited number of auto attendants
- unlimited number of interactive voice response (IVR) engines
fax-on-demand
- service confirmation and activation
- computer telephony integration (CTI) with any ODBC compliant
databases and customer relationship management (CRM) application
linkages to backend systems
- wireless ready; expansion to include wireless CRM link to GSM-PDA,
- walkie-talkie or other mobile devices *
- contact management
- opportunity tracking
reminder service for “up sell/cross sell” transaction
capture
- automatic event distribution (AED) including skill-based routing
- unlimited automatic call distribution (ACD) groups for managing
- different hotlines and intelligent skill-based distribution
of incoming calls to various departments such as sales, customer
service, etc
- distributed call centers (overflow incoming calls from one location
to another and detecting staff availability before transferring
calls)
- login/logout status detection for distributed call centers
call overflow alerts
- call statistics reporting which identifies the usage, call traffic,
duration, response time, abandoned calls, monitoring of working
hours and login-logout with reason codes by extension, department
and company (available real time online with option to print),
graphs and much more.
- report wizard
- call line identification/caller ID and extended caller ID support
- caller ID for call waiting
- multi mode installation
- mixer rooms/separate music background
- music-on-hold
- automatic callback requests
- complete Windows® based graphic user interface (GUI) administration
- remote office and remote administration
- audio text (information line)
- auto daily system backups up to secondary media
- auto daily system checkup
- real time intelligent system diagnostics with multi-channel
notifications
- automated agent training module
- playback historical conversation recording files
- on demand call monitoring
- supervision
- enhanced capabilities of the business by providing communication
infrastructure to pursue telemarketing activities, customer contact
centres and 24 x 7 x 365 round-the-clock customer self-service
centers.
- flexibility to work as standalone system or in connection with
PABX system
- provision of live agent to enable Voice-over-internet-protocol
(VoIP) *
- provision of live agent to enable Web chat on website *
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* some of the features are optional and/or subject
to change w/o any notice
There are many more powerful features in the PowerX2000™ telecom
server that will benefit users. |
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