PhoneLine Manager

PhoneLine Manager is a voice service, designed to optimize work with phone queues. It consists of a callback system and a service for autoinforming under standard queries. The service is based on innovative technologies of dialog construction, speech synthesis and recognition.

Callback

Under peak loads on call centers providing popular services, one frequently faces phone queues which often result in loss of calls.

The system enables a caller instead of waiting in a phone line for response of an operator, to use a callback service. In this case the system will by itself connect the caller with an operator in the time convenient for both parties.

The system reduces a number of lost calls, optimizes processing of inbound calls, levels off peak loads and increases customer satisfaction.

Autoinforming

While waiting for connection with an operator, the system finds out whether the subject of a call is any specific standard topic , in respect of which a big number of queries has been made permanently (frequent topics) or recently (peak topics). If so, the system independently provides required information. This saves the caller the trouble of further conversation with an operator.

As a result, the system enables to considerably reduce workload of operators.

Integration of PhoneLine Manager offers the following benefits:

• Optimization and decrease of peak loads, resulting in saving of cost and increase in efficiency of call centers;
• Acceleration of processing of calls and response time by respective services;
• Operators load reduction by means of automation of standard query processing. Operators get more time for more skilled work;
• Simplicity and naturalness of use of the system for callers due to user-friendly voice interface;
• 24/7 call processing mode;
• Prompt updating and actualization of knowledge databases of standard queries;
• Generation of unique statistics for optimization of call center operation and analysis of calls and queries.