Distributed Call Centre

High Capacity Inbound and Outbound Call Distribution

X-on Call Centre has the advanced features required to operate a high capacity distributed call centre with inbound and outbound voice traffic on a departmental, multi-site or multi-country level. It can handle large numbers of agents and includes extensive agent and supervisor reporting facilities and overflow management systems. Non geographic phone numbers (such as a 1300 number), including revenue generating (1900), or integration of your existing numbers is available.

The extensive features include comprehensive call routing and management, call recording and voicemail, user and supervisor administration.

Hosted Call Centre distribution of calls to Live Operators

X-on can host a distributed call centre such that calls can be processed by live operators, manually or according to a set of rules dependent on time of day, capacity or through remote control.

A hosted call centre can provide all the call recording, call distribution, diversion and call routing facilities of an in-house setup but without the installation or overhead costs.

For example, a single 1300 number can front a virtual call centre consisting of homeworkers who log in when available. Features allow calls to be handled with message taking or information services outside hours or in busy periods.

Interactivity can include spoken data from web sites or shared databases.

We provide mechanisms for collecting enquiries, orders or other data from customers and presenting it back to your systems.

Emailed call-by-call audit reports and messages are available.

'Self Service' does not have to be a replacement for customer interface. It can provide an enhancement to call centres or a sales force. It works unsocial hours and for a cost per transaction that is hard to match.