Technology

B&F Call Center > Technology

B&F Call Center Solution state-of-the-art infrastructure and software allows us to offer the following services through our Client Control Panel:

Remote Monitoring – Clients can select the agent of choice for real-time and recorded monitoring, silent monitoring and view all agent’s call information.

Real-Time Reporting – Analyze efficiency and agent performance.

Historical reporting – Clients can use standard reports provided by us or develop their own customized reports.

Call recording – All calls are recorded at all times.

Full System Integration – Full adaptability to the system of the clients’ choice.

IVR Services – Services customized to meet the client needs.

Technical features

Recording calls with interface via Web
Conference center with virtual rooms
Voicemails with support for notifications by e- mail
IVR configurable and flexible enough
Caller ID
Support for time conditions
Call detail record ( CDR) report
Callback support
Support for call queues

FAX

Fax Server administrable from Web HylaFax
Application fax – to -email
Fax Viewer integrated faxes can be downloaded from the Web in PDF format.
Access control for fax clients
Fax to an email application
SendFax Module
Fax send through Web Interface

Instant messaging

Server-based instant messaging and integrated PBX Openfire

Report on user sessions

Email

Email server with multi-domain support
Manage mailing lists

Call center module

Support for no-call list numbers ( Do- Not- Call List)
Support for inbound and outbound campaigns
Association of forms by campaign
Association of the script by campaign
Console Agent
Support for breaks, being these configurable and different types
Predictive Dialer
Advanced Reports

Some of the features are:

Blind Transfer
Music on Hold
Distinctive Ring Tones.
Call Pickup
Call waiting
Conferences
Voicemail
Call Queues
Priority Queues
Waiting Caller ID

IVR: Interactive Voice Response,

Reception and call management with interactive menus.

Voicemail: Voicemail sent by Email
Configuration Database Integration: Extensions, users, etc … can be stored

Management of massive calls with institutional messages, automated surveys generally