FAQs

You need TelecomX Insight!

The agent is very good at negotiating, the connection is totally stable, the audio quality is impeccable, but the call was made at a bad time for the customer. Now, everything is ruined. Find the best time to talk to your consumers, make a operation even stronger with an interesting technology and avoid:

• Underutilization of operators’ infrastructure;
• Underutilization of agents’ work times;
• Lower probability of effective customer contacts.

Recommended Solution: Insight!

• Get dashboards and filters on talk times and contactability rates;
• Track configurable reports and alarms as needed;
• View in real time the occupancy rate of your operations;
• Optimize infrastructure according to usage profiles.

You need TelecomX Analytics.

Analytics is an answer machine detection mechanism that identifies patterns such as voicemail, invalid number messages, dead air calls and calls with too much noise, and then automatically makes decisions. Such as: hang up, connect a message per campaign or connect.

• It is possible to identify the calls before waiting for a speech with a minimum delay, avoiding the billing;
• Average accuracy greater than 98% of humans connected to agents;
• Contact Center Managers ensure greater campaign success, greater productivity of agents and quality perceived by the customer

The highest performance tool on the market allows for continuous improvement flow of detected patterns and without interruption of operations.

You need Manager One by TelecomX.

A Contact Center operation faces a lot of different challenges. The partial outages of unreported calls by the system or carriers is one of the biggest delays in productivity. This problem has consequences that undermine the success of the service and not everyone knows how to solve it quickly. When a call unavailability problem occurs, it is necessary to identify whether the problem is with the internal system or with the carriers. Often this process can take a long time to solve, resulting in loss of calls, agents idle, and a lot of unproductive time.

With Manager One it’s easier to visualise and act quickly in these situations. Through real-time monitoring, it is possible to identify connectivity errors and where they are, to go directly to the point focusing on the solution, besides sending alerts based on customisable triggers.

You need TelecomX Manager One.

The lack of monitoring of voice connections within a Contact Center generates inefficiency, idle time, discarded contacts and many other problems that directly impact the performance of the operation. We’ve seen this all happening up close:

• Inefficiency in using available channels;
• Discarded important contacts;
• Increase in agent idle time;
• Lack of visibility of available resources.

Recommended Solution: Manager One

• Monitors the whole operation;
• Can enter transfer of calls rules according to the operators and contact center solutions providers SLAs;
• Balances calls between elements avoiding the overload and partial failures of available resources.

You need TelecomX Analytics!

This is a problem that many operations have to deal with after setting up too many automated messages. The connection time between customer and agent gets too long – which significantly impacts the final experience. In addition, one of the rules that regulate the sector determines that the consumer must wait a maximum of 60 seconds to be able to speak with an attendant. This time starts counting from the moment he makes the option in the electronic menu. But to achieve this goal, you need to bring intelligence and efficiency to your Contact Center!

Analytics is an Answer Machine Detection that, among many things, generates reports with connection time between customers and agents. It is excellent for identifying calls that have taken too long to be processed by the dialers.

You need TelecomX Insights! + Manager One

Only those who work in a Contact Center know the volume of data that an operation can generate on a daily basis. And when you don’t have the time or tools to analyze this information, you lose a valuable (and strategic) source of knowledge. Here are some examples:

• Voice quality degradation;
• Calls not connected by carriers;
• Waste of helpful customer calls;
• Lack of history for planning and decision making

Recommended Solution: Insight! + Manager One

• Monitor and route calls based on connectivity and voice quality;
• Perform Load Balancing to not overload connections;
• Get a knowledge base with operation-specific data for decision making.

You need TelecomX Dialler + Our Manager One solution.

In all these years in the market, it was not a few times that we saw that one of the great problems of many operations was in the way the calls were distributed among the service agents. And that’s just the tip of the iceberg:

• Queues concentrated in a certain service group, while another is available;
• Customers with a huge wait time;
• Increase in the number of dropouts;
• Agents with better performance receiving calls at the same pace as others.

Recommended Solution: Manager One.

• It identifies the overload for a group and performs the smart transfer to a freer one;
• It consults the external database to assess the performance of agents and/or groups of agents and prioritize routing to these destinations;
• It also has “Call Admission Control” based on CAPS and number of sessions per connection.

You need TelecomX Manager One.

The lack of monitoring of voice connections within a Contact Center generates inefficiency, idle time, discarded contacts and many other problems that directly impact the performance of the operation. We’ve seen this all happening up close:

• Inefficiency in using available channels;
• Discarded important contacts;
• Increase in agent idle time;
• Lack of visibility of available resources.

Recommended Solution: Manager One

• Monitors the whole operation;
• Can enter transfer of calls rules according to the operators and contact center solutions providers SLAs;
• Balances calls between elements avoiding the overload and partial failures of available resources.

You need TelecomX Insight!

The agent is very good at negotiating, the connection is totally stable, the audio quality is impeccable, but the call was made at a bad time for the customer. Now, everything is ruined. Find the best time to talk to your consumers, make a operation even stronger with an interesting technology and avoid:

• Underutilization of operators’ infrastructure;
• Underutilization of agents’ work times;
• Lower probability of effective customer contacts.

Recommended Solution: Insight!

• Get dashboards and filters on talk times and contactability rates;
• Track configurable reports and alarms as needed;
• View in real time the occupancy rate of your operations;
• Optimize infrastructure according to usage profiles.

You need TelecomX Analytics Tool.

False Positive in Contact Center is a very common problem. It happens when a classifier recognizes voice mail or answering machines as valid/positive calls to be answered by an agent. And the consequences are:

• Loss of business opportunity, as the good call was answered by a potential customer and poorly classified, being discarded;
• Mailing problems, as the contact can be blocked by the dialler;
• Customer dissatisfaction, having their calls disconnected by the dialler.

Recommended Tool: Analytics (AMD)

• Analytics is an Answer Machine Detection that uses Artificial Intelligence to get accurate voice recognition or automated messages;
• From the patterns detected earlier, they are used to identify calls before waiting for a speech, in less than a second;
• The result is an average accuracy greater than 95% of humans connected to agents;
• Using the solution, Contact Center managers ensure greater success of outbound campaigns, greater agents productivity and quality perceived by the customer.

You need TelecomX Analytics.

Analytics is an answer machine detection mechanism that identifies patterns such as voicemail, invalid number messages, dead air calls and calls with too much noise, and then automatically makes decisions. Such as: hang up, connect a message per campaign or connect.

• It is possible to identify the calls before waiting for a speech with a minimum delay, avoiding the billing;
• Average accuracy greater than 98% of humans connected to agents;
• Contact Center Managers ensure greater campaign success, greater productivity of agents and quality perceived by the customer

The highest performance tool on the market allows for continuous improvement flow of detected patterns and without interruption of operations.

You need Manager One by TelecomX.

A Contact Center operation faces a lot of different challenges. The partial outages of unreported calls by the system or carriers is one of the biggest delays in productivity. This problem has consequences that undermine the success of the service and not everyone knows how to solve it quickly. When a call unavailability problem occurs, it is necessary to identify whether the problem is with the internal system or with the carriers. Often this process can take a long time to solve, resulting in loss of calls, agents idle, and a lot of unproductive time.

With Manager One it’s easier to visualise and act quickly in these situations. Through real-time monitoring, it is possible to identify connectivity errors and where they are, to go directly to the point focusing on the solution, besides sending alerts based on customisable triggers.