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the virtual call center at work
The OnState On-Demand Call Center is an integrated, 100% web-based application that routes conversations from virtually any device, to any device. Your customers can choose to contact you utilizing traditional phones, through the Web or via chat or IM. OnState provides enterprise-class customer contact management features and capabilities at an industry-redefining value and ease of administration. You get all of the capability and sophistication, without the hassle and cost. Key customer service capabilities such as skills-based routing, customer segmentation and detailed reporting and analytics are included.
What It Does
The OnState On-Demand Call Center works by controlling the communication state of customers trying to contact you, and by recognizing the state of the individuals in your company best able to satisfy their request. Whenever your customers attempt to contact you -- either by dialing a phone number, clicking on a call me link on your website, or by selecting your company from their Skype or other contact list -- the OnState On-Demand Call Center intercepts this request and applies its Business-Rules Engine to determine who best in your organization can field their call.
Figure 1 depicts a simplified OnState On-Demand Call Center deployment
(A) Your customers are free to contact you through any of the supported medium - voice, video, or chat. That contact request is sent to the OnState On-Demand Call Center for processing. The OnState On-Demand Call Center processes this request based on the business rules that you have established, and the current availability of all of your employees who have been designated to respond to customer requests. These individuals can be working on their PCs at the office, at home, or anywhere that they have Internet access. They can also utilize their mobile or landline phones. This includes extensions off of your current PBX or key system.
(B) Next, the OnState On-Demand Call Center takes into consideration the specific details of the customer's request and the skills of the employees in determining where to send, or how to treat the caller.
(C) OnState then informs the appropriate network or device of the decision.
(D) Finally, the conversation is established to the selected individual or device. Other options can include voicemail, greetings, voice response, or to transfer the conversation to another company.
Role of the Network
The actual conversation between your customers and employees is always through the chosen network, and not OnState. The Internet and/or the "phone" network is providing the mechanism for your customers and employees to communicate. OnState is providing the logic to ensure that the right customer is connected to the right resource and adapting in real-time to changing business and environmental conditions.
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