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

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