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Call Centre Telephony Solutions

The role of Call Centres today is not just one of supporting customers, but also building customer relationships for the companies they represent. With customers increasingly demanding access 24 hours, 7 days a week, using whatever communication medium they want i.e. e-mail, web, phone, SMS etc., the pressure is on call centre operators to deliver a consistently trouble free service. As traditional Call Centres evolve into multimedia contact centres, companies need reliable and flexible solutions that can deal with these communication technologies effectively.
Chelston's Call Centre solutions are based on our CallHandler Computer Telephony Software, which provide a full range of services for call and contact centre operators, including, predictive outbound dialling, IVR, Soft PBX, Voice Over IP, Fax, Email and Virtual call centre services (i.e. Distributed call centres, where agents are located at a number of different sites).
See also our General Purpose Contact Centre CT Server which can be controlled by an external application.

Predictive Dialling:

Predictive dialling is the most automated and sophisticated of all the outbound calling methods. Sytel's Softdial Plugin® is a soft predictive dialler that has been developed using a highly sophisticated simulator - the Virtual Event Machine (VEM)®. This software engine, running at up to 1 million calls a second, has been designed specifically for the call centre market, taking into account all campaign and dialling parameters.
Chelston's CallHandler, Call Centre CT Server provides the high-speed Telephony connectivity for this dialler and is designed for users who want to simply plug a predictive dialler into their call centre applications, delivering communication solutions that ensure companies maximise the opportunity of every phone call.

Benefits of Chelston's Multimedia Contact Centre solutions:

The system is based on Chelston's CallHandler Computer Telephony Software, which provides options to add more functions as well as the ability to modify operation aspects at various levels. CallHandler is an open architecture standards based system with which is user-customisable using Visual Basic Service Modules. The System includes built-in scripting tools for the IVR and browser based controls for monitoring and controlling the status of the system. 

Features

• PC Chassis running Microsoft Windows NT with LAN/WAN card and other standard PC cards as required.
• Chelston Open Architecture Operating Environment CallHandler with a specially written TCP/IP based interface module to the Sytel Predictive Dialler Software.
• Provide telephone network connectivity for the Sytel Predictive Dialler system
• Many thousand seats capability in building blocks of 12 to 264 per PC Chassis, with the scope to be run as multiple campaigns
• Allow for suitable redundancy and quick restart in the event of equipment failure - the goal is to provision for zero down time.
• A Trunk to Agent ratio of about 1.5
• Customer installable Telephony Hardware using install shield techniques
• Option for Customer to purchase the PC hardware and thus provision of manufacturers direct support.
• Option to use Compaq PC's or a choice of Passive Backplane Chassis
• Voice recording
• Hot dialling/Preview dialling capability
• Handle inbound call backs
• Quality control conference facility
• Home working Agents
• To connect any trunk line with any Agent through the use of Chelston's Multi-Chassis Communications Software.
• Provide basic front line support through the provision of logging tools and defined problem resolution procedures
• An integrated customised statistics package capable of detailed Stats/Reports

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Whether your needs are for large or small systems, focus on your Application and leave the technology to us