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More about Inbound Telephony
On Premises
The dedicated solution
An on-site solution to meet your operational budget
realise the benefits of contact centre functionality and
improve the way you interface with customers
MX Digital's multi-media contact centre solution can provide all communication channels including voice, email, text, video and web, either by replacing your existing telephony platform or by seamlessly adding features or more capacity to your existing equipment. This means you can integrate with third party applications to extract data and present it to the agent along with the call. It provides real-time reports that show what the agents are doing right now, as well as their full activity report, giving you historic reports that allow you to analyse and enhance your business performance more effectively.
Our Services
Inbound
Telephony
The distribution, routing and manage- ment of incoming customer interactions ensures they are handled according to agreed, efficient business rules.
Automated
Call Distribution
Automated Call Distribution routing capability ensures your customers are connected to the most suitable resource the first time and enables appropriate service prioritisation.
Interactive Voice Response
IVR can provide recorded announce- ment features and information retrieval based on CLI, DNIS or tones entered, as well as a proactive automated out- bound message.
Speech
Recognition
A simple and intuitive interface for callers, replacing a complex multi-level menu with a single spoken command or phrase, saving time, caller frustration and increasing First Call Resolution.
Outbound
Dialler
Our automated outbound call systems improve agent productivity. It replaces the need to manually dial a number that can result in mis-dials or low call rates. The call is automatically made and put through to the agent.
Call
Recording
Call Recording is just one of the many channels that the system is able to record so that supervisors are able to review interactions between their agents and customers.
CRM
Integration
Helps customers maximise the value of every interaction. By integrating the Agent Desktop with the CRM, the agent has all the relevant information easily to hand.
Email
Distribution
This creates its own rules through a business workflow to determine where emails should be routed to. By applying intelligent routing to email contacts, you can analyse the email for account information, and look up data in the CRM or database.
Speech
Analytics
What is happening in my Callcentre? Speech analytics provides a consistent and efficient means of extracting all information previously locked away in call recordings.
MX Digital selects only leading platforms and applications from companies committed to research and development, so that the solutions we deliver remain at the forefront of technical innovation. Our Contact Centre/Call Centre solutions offer a complete and robust set of features and functions that can address all your requirements or contingencies.
What Next? To receive more information about our On Premises Services or any of the services associated with this offering don't hesitate to get in touch.
Not the right solution for your business? Have a look at MX Digital's Hosted Solution or Rental Solution.