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PowerX2000™ is the most
modern, intelligent, integrated and unified all-in-one multi-channel
Telecom/Communications platform that provides and prefectly manages
the following powerful and unique features for your Contact Centre: |
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- Skills / Rules Based Automatic Call Distribution (ACD) with
capability of defining a wide varieties and criteria for the Call
Distribution like Language, Skills, etc.
- Intelligent Automatic Event Distribution (AED) that enables
your operations to benefit and communicate through multi-channel
and multimedia communications from normal voice calls to Email,
Fax, SMS, MMS, Web Chat, VoIP, Vedio Conferencing and Voicemail.
Your customers can contact you through their most convenient communication
channel and you can serve them much more efficiently. It also
provides capability to define wide varieties and criteria for
the Events Distribution.
- Unlimited Multi-Lingual Interactive Voice Response Engines (IVR)
with powerful CTI capabilities, which can query and link to your
backend databases to create dynamic automated services like phone
banking.
- Unlimited Web Based Multi-Lingual Interactive Voice Response
Engines
- Multi-Lingual Speech Technology (Text-To-Speech and Speech
Recognition)
- High Quality & High Capacity Digital Conversation Recording
– Voice Logging
- Advanced centralized Contact Center Solution that provides facilities
to handle calls & events from multi-geographical offices and
branches (located off-site)
- Web Enabled Call Center Solution including Call to Live Agent
via VoIP, Web Chat, Document Sharing and Co. Browsing.
- Call Blending
- Callback Service which gives the customer (caller) the option
of booking a callback instead of leaving voicemail or waiting
on the line for the available agent. Using this service, the system
will automatically call the customer as soon as the user/agent
is available. This not only saves the customer's time but also
increases the productivity and efficiency. It also free up the
phone lines of the company.
- Built-in Passing Token Technology to provide advanced centralized
contact center solution
- Powerful & Programmable Overflow and Traffics Management
- Shift Rotation and built-in multiple shifts management.
- Intelligent Queue Manager, based on GrowHill’s unique
IntelliQue™ technology.
- Dynamic Call Flow Processing Unit based on GrowHill’s
unique DCPU™ technology.
- Programmable Unlimited Advertising prompts on-hold (Sequencial,
Random, Conditional, Based of Predefine Schedules, Skills Based,
Based on Hotline,...and many more)
- Programmable and Unlimited Information Lines
- Multi Carrier and Multi Currency Call Accounting
- Least Cost Routing – Automatically routes the dialed number
for IDD calls to the cheapest available telecom carrier at the
time of dialing.
- Dedicated Voice Engines per communication ports (Trunks, Extensions,
VoIP, etc.). Unlike the PABX solutions, there are no more limitations
in the voice engine resources (due to limited number of voice
ports). Now, you can enjoy one-to-one rich resources.
- Powerful, flexible and robust Computer Telephony Integration
(CTI), which can link your communication channels to any type
of databases and provides features like screen pop-ups with customers'
profiles, contact history and/or any other useful information
as well as CRM link, etc.
- Call Statistics, Wide range of Analytical and Management Reports
and Graphs, based on industry standard Crystal - Report Generator®
- Video Wall Display - Graphical Contact Center Statistics &
Monitoring
- Powerful Multi-Media Agent Console/Platform on PC
- Screen Popup
- Fully Integrated Browser/Internet based CRM platform/solution
that provides you an End-To-End solution.
- Built-in Automated Training Module/Feature
- Real-Time Call and Agent Monitoring Facilities (Interruptible
and Uninterruptible)
- Session Transfer and Monitoring Feature
- Conference Bridge - Multi-Party Tele-Conferencing (up to 50
parties per conference room over 50 conference rooms)
- Dynamic Agent / Hot-Desk
- Virtual Agent
- Multi-Task Agent
- External Extension/Mobile Agent
- Remote Agent – Located in Remote or home Offices
- Agents’ Login and Logout facility provides six definable
Logout Reasons to track the reason for unavailability of agents
in the contact center.
- Progressive and Predictive Dialer based on GrowHill’s
unique and new generation of PowerDialer™ technology
- Caller Scripts and Automated Call Guide
- Out-bound and In-bound Campaign Management.
- Powerful Knowledge Base, Document Management and Search Engines
- Powerful Unified Messaging System that provides, handles and
manages all kinds of messaging protocols including email, fax,
SMS, MMS, Voicemail, web chat and instant messages like ICQ
- Real-Time Service Quality Measurement feature.
- Real-Time Traffic and Response Time Measurement feature.
- Automatic Productivity Measurement and Management feature.
- Automated Intelligent Mulrimedia Alerting Feature.
- Automated Intelligent Multi-Channels Notification and Escalation
Feature via Email, SMS, Fax, Pager and Voice Call
- Centralized data and transactions management.
- Real-Time Intelligent Mixer Rooms and Professional voice prompts
generation, which on spot can mix your voice prompts with any
music sources like CD-Player, Radio, MP3, etc. to create dynamic
and pleasant music background for your IVR and advertising prompts
on-hold. Thus, if you change your music source, the music background
of your IVR and advertising prompts will change, automatically.
- Automatic Fail-Over Management and Fail Transfer Feature.
- 100% Redundancy Management on system failures, for all the modules
and functionalities of the system.
- Less than 2 Hours Disaster Recovery for all the modules and
functionality of the system (In case of total damage to the entire
system including its redundant}
- Intelligent Watchdog to track your pre-defined contact center's
treasholds, productivity, performance and activities
- Intelligent Audit Trail that keeps track of every access, activity
and transactions.
- User-Friendly Graphical User Interface (GUI) for agent and operator
consoles as well as administrator that can be run on Ms-Windows®
95, 98, NT, 2000, XP and above.
- Built-in advanced network security with related trustees and
access rights managements.
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