For more information about Licht Data Communication's consulting and support services call (949) 544-3344 or send email to

Support@thenew-att.com

Small businesses rely on loyal patronage, but they also depend on several other variables such as timely delivery of quality supplies, keeping track of trends to catch up with what is new, management of information that keeps on changing and increasing, and keeping communication lines open. This is on top of managing operations at all fronts.

For big corporations, they rely on communications consultants to manage their communication lines all over the globe. The consultants design and provide the strategies for the corporate call center. Their consulting services do the complex solutions for the call center's needs and applications of corporations on a grander scale. For a small business, the consultants adjust or select the suitable applications.

The integration of CRM(Customer relationship management) technology assures real-time solutions to problems and delivery of company and product information and services. Geared towards customer care, this strategy optimizes the company's reach and effectiveness in responding to customer concerns. The strategy assures customers that the company is around to help them out anytime daily without fail.

For small or medium-sized business, hiring a call center consulting expert drastically improves CRM management. The consulting service designs a program after analyzing your contact needs. You can rely on the service to follow customers at billing time, announce the launch of new products and incentives, and track repeat customers with ease.

Please see our call center features below and consider us to manage each and every call center needs you have.

Required components:
- Asterisk server with Zap(T1/E1/PSTN), IAX or SIP trunks
- SIP/IAX/Zap phones(hard or soft single-line or multiple)
- Client Computer with Firefox or other compatible web browser installed
- Asterisk server with proper software installed
- astGUIclient must be installed with the (ACQS) running

Approach:
This system is dependant on a MySQL server acting as the storage place of all data and settings for the system. This was done so that it would be very scalable and flexible. This application draws on a lot of the core scripting inside of the astGUIclient suite of applications and was built with flexibility in mind. We have used VICIDIAL for over two years now on up to 120 seats at once across 6 separate Asterisk servers all using the same MySQL server and dialing on the same campaign. It is important to keep in mind that because VICIDIAL uses Asterisk meetme rooms for it's dialing that the Asterisk server will see an increased load as compared to a simple Zap/SIP-only calls.

Licht DataCom

Call Center Features:

• Ability for an agent to call clients in succession from a database through a web-client
• Ability to display a script for the agent to read with fields like name, address, etc. filled-in
• Ability to set a campaign to auto-dial and send live calls to available agents
• Ability to dial predictively in a campaign with an adaptive dialing algorithm
• Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
• Ability to transfer calls with customer data to a closer on the local system or a remote Asterisk server
• Ability to open a custom web page with user data from the call per campaign
• Ability to autodial campaigns to start with a simple IVR then direct to agent
• Ability to park the customer with custom music per campaign
• Ability to send a dropped call to a voicemail box per campaign if no agent is available
• Ability to set outbound CallerID per campaign
• Ability to take inbound calls grabbing CallerID
• Ability to function as an ACD for inbound and fronter/closer verification calls
• Ability to have an agent take both inbound and outbound calls in one session(blended)
• Ability for agents to log in remotely and have calls redirected to any phone number
• Ability to start and stop recording an agent's calls at any time
• Ability to automatically record all calls
• Ability to call upto two other customer numbers for the same lead
• Ability to schedule a callback with a customer as either any-agent or agent-specific
• Ability in Manual dial mode to preview leads before dialing
• Ability for agents to be logged in remotely anywhere with just a phone and a web browser
• Faster dispositioning of calls with agent key-binding (HotKeys)
• Definable Agent Wrapup-time per campaign
• Ability to add custom call dispositions per campaign
• Ability to use custom database queries in campaign dialing
• Recycling of Busy calls at a specified interval without resetting a list
• Dialing with custom TimeZone restrictions including per state and per day-of-the-week
• Dialing with Answering Machine Detection, also playing a message for AM calls
• Multiple campaigns and lead-lists are possible
• Option of a drop timer with safe-harbor message for FTC compliance
• Variable Drop call percentage when dialing predictively for FTC compliance
• Internal DNC list can optionally be activated per campaign
• All calls are logged and statuses of calls are logged as well as agent time breakdowns
• Load Balancing across multiple inbound or outbound Asterisk servers is possible
• Several real-time and summary reports available
• Real-time campaign display screens
• 3rd party conferencing(with DTMF macros and number presets)
• 3rd party blind call transfer
• 3rd party conferencing with agent drop-off
• Ability to set user levels and permissions for certain features and campaigns
• Ability for managers to listen-in on agent conversations
• Ability for managers to enter conversations with agents and customers
• Web-based administration
• Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese
• Admin web pages available in English, Spanish, Greek and German