Outsourcers
One of the biggest challenges facing the outsource contact
center industry is how to remain agile and responsive in a
demanding marketplace.
Each client has their own specific requirements for the call
flow in the ACD not to mention integration to their CRM database
for screen popping the call for your agent.
Xarios Phone Manager for the Mitel 5000 and Phone Integrator for
the Mitel MCD 3300 platform contain over 20 plugins for the most
popular CRM database systems so your project team need not worry
about Computer Telephony Integration (CTI). Even if we don't have a
plugin written in the case of a client's custom CRM software, we
have generic plugins to Internet Explorer as well as a keystroke
macro tool to allow a screen pop to be written on the fly.
When your client needs access to call recordings, we can embed a
hyperlink to the call in their CRM database record, or you can give
them access to the Xarios Call Recorder via your extranet. In both
cases a username and password with access restricted to only view
DDIs assigned to their campaigns will be required. Alternatively
you can use the workflow feature to give your client
a restricted quantity of calls based on your filter
specification or you could simply sample calls yourself and email
them directly.