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 – Client can select the agent to monitor, silent monitor, view agent’s call information.

Real Time Reporting – Analyze efficiency and agent performance.

Historical reporting – Client can use standard reports provided by us or will develop customized reports.

Call recording – 100 % recording of all calls.

Full System Integration – We adapt to your system.

IVR Services – Customized to meet 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 email application
  • SendFax Module
  • Fax send through Web Interface

 

Instant messaging

Server -based instant messaging and integrated PBX Openfire

  • Report of 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 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

 

Redundancy Map

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