flashing_newCall Center Dialer with integrated CRM

“When a customer calls, respond with 100% efficiency.”

During any conversation, one with better information dominates.

*astTECS Call Center Dialer series are now powered with Vtiger CRM to capture & organize your customer’s data. A CRM (customer relationship management) solution integrated with asterisk based IP PBX system is a powerful organizational tool to enhance your customer experience with your organization; and increase the efficiency and information access capacity of your employees.

Vtiger is a popular web-based, flexible, easy to customize, & 100% open source CRM system to help your organization managing work processes.

Some of our main features:

  • Desktop Call Notification
  • Inbound / Outbound call popup with details
  • Option to create Leads & Contacts
  • Hangup or Transfer of Calls
  • Click to Call from CRM
Decision making is faster when the access to all the required information is quick & easy.

 

contact-sales

CRM Functions

  • Lead Management
  • Contact Management
  • Ticket / Support Management
  • Report Management
  • Inventory / Product Management
  • Project Management
  • Updates and Comments Management
  • Document Management
  • Calender / Events / Activity Management
  • Call recording
Call Recording

By integrating Vtiger CRM with *astTECS Call Center Dialer, the users have access to – easy calling, call recording, view & listen to recorded calls. All calls recorded can be accessed by admin or agents by using CRM interface – Customer name, number, call duration, call time, etc. A click to the recorded file from the CRM downloads the file to your system, which can be listen later.

Benefits of implementing CRM

Strong Relationship Management

With complete information about the customer, customer’s needs & past interaction with company, an employee can create a better bond with the customer, and help him better in less time.

Efficiency

Information on customer buying behavior & interest can be used to make faster decisions & close more sales

Customer Experience

Customer will have less struggle every time he approaches to the organization. All the department within an organization will have complete data about the customer.

Organized Data

All your leads, contacts, customers & orders can be organized & stored in an standard format, which is easy and flexible to retrieve.

Enhanced Sales & Marketing

Cross selling, Up selling, Calls, Newsletters & Emails can be more precise and result oriented when it is delivered to a focused group.

Bundle Products

  • *ast cCRM30 – up to 30 subscribers + 5 CRM Login.
  • *ast cCRM60 – up to 60 subscribers + 5 CRM Login.
  • *ast cCRM100 – up to 100 subscribers + 5 CRM Login.
*astTECS offers Call Center Dialer System with integrated CRM for better customer experience & enhance organizational efficiency.

*astTECS Call center dialer is loaded with Asterisk, Voice Logger and Vicidial call center application. It enables the user to enjoy the entire high end call center features like monitoring, Quality Audit, Performance Reporting etc.

Add on features:

  • Vicidial – is a call center solution for both inbound & Outbound call center solution
  • GSM integration
  • PRI integration
  • V Logger – Voice logger, a digital multi-channel voice logging, call monitoring and recording software.
  • A2Billing – is a prepaid calling card platform.

Technical Specifications:

HARDWARE

Cabinet 4U Industrial grade rack mount cabinet
Color Black
Dimension
[L x W x H]
435.5mm x 431mm x 176mm
Weight 21 Kg
Storage 1 TB
PCI 8
PCI Express 4
Power 100 – 240 V
Compliance FCC, CE
SOFTWARE

Asterisk Asterisk 1.8
Vicidial Vicidial 2.7
Voice Logger *astTECS VL 3.0
OS Centos 6.3/64 Bit

Product Features

Predictive Dialing Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.
Manual Dial from Screen Provides direct dialing from screen as per requirement by user.
Hang-up/ hold Allows hangup and hold functionality as per requirement by user and campaign.
CTI (Screen Pop; disposition) Provides screen pop and disposition assignment to sessions.
Agent Presence management Provides ability to monitor presence of agents in contact center.
Real time monitoring Allows for real-time performance monitoring.
Reporting Allows access to various reports generated by system.
Contact List Management Allows dynamic contact list management as per business requirements.
Multiple campaigns Allows the ability to engage in multiple campaigns.
Disposition management Provides the ability to set and assign various dispositions as per business requirement.
User management and assignments Provides the ability to assign and manage various user access.
Conference 3 party Allows multi-conference functionality up to 3 lines at any given time.
*astTECS Call Server Optimized Call Server for dynamic CTI based systems applicable on each set-up
Default Resource Adaptor Provides basic call server functionality .
Trunks Extensive trunk feature allows for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount.
Extensions Allows for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount.
*astTECS ACD Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent
Routing Customer calls based on DID; DNIS or ANI Dynamic routing feature provides multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents.
Routing Customer calls based on CLI Routing Customer calls based on Caller line identification. Applicable as per inbound agents
Multiple queues Provides flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents
Welcome Message Feature allows agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent
Language and Skill Selection Allows for dynamic routing based on language and skill selected by user. Applicable as per inbound agent
*astTECS Voice Logger Provides secure real time recording module in various recording formats and applicable as per agent
100% recording in raw codec form Voice Logger Feature allowing recording in codec format to optimize space and quality requirements.
Search Provides the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration.
Agent Login Allows for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis
Put call on hold Feature for agent to put call on hold as per agent requirements.
Transfer calls to another user Feature for agent to transfer call to other users as per agent requirements.
Manually dial calls Feature for agent to manually dial calls directly from system as per agent requirements.
Conference with Customer and other users Feature to allow conference between agent, customers and other users in contact center as per session requirements.
Terminate calls (including conference) Feature to allow agent to terminate sessions as per requirements.
Transfer calls to outside department or contact center Feature to allow agents to transfer calls as per session requirements.
Login / Logout Login / Logout
Receive Calls Receive Calls
Supervisor Login Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis
Monitor user log in/out Feature for supervisor monitoring to login and logout of users.
Supervisor Snoop with agents Feature for supervisor to quietly listen into customer interactions of agents in real-time.
Barge with agents Feature for supervisor to quickly takeover a call interaction from agents in real-time.
Supervisor Confer with agents Supervisor feature to engage in conference with agents and customers in real-time.
Force logout of agents Supervisor feature to terminate login session of agents as per supervisor requirements.
Supervisor Live call monitoring Supervisor feature to monitor agent customer interactions in real-time.
Supervisor Download recorded conversations Allows quick and easy downloading of recorded agent sessions.
Supervisor Listen to recorded conversations Allows quick and easy listening of recorded agent sessions.
Monitor live agents and/or Customers through GUI Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface.
Administrator Login Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis
Campaign, Queues and Group Management Administrator feature to define parameters for campaign, queues and group management as per business requirements.
Media context and routing configurations Administrator feature to configure media context and routing as per business requirements.
User Management and Assignment Administrator feature to manage and assign user priveleges
Prompt Management Ability to manage voice prompts.
ScreenPop& Integration with 3rd party apps. Provides real time access to information through rapid triggers and in-depth definition of information parameters.
PHP Default Screen-Pop App (mini-CRM) Provides immediate and updated information to agents.
Integration with third party CRM Integration with third party CRM allows to pop up the CRM to display all customer records.
Agent Workbench Agent module allows for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis
Sign on from web Feature to allow quick agent login from web based interface.
Receive calls along with customer screen-pop Feature for screen pop application to display customer information to agent instantly as call is received.
Assign dispositions to interactions Provides the functionality to assign dispositions to customer interactions.
Update Customer details Feature to allow agents to update customer details in real-time.
Voicemail Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up
Admin interface to access voicemail Feature to provide interface for administrator access to voicemails.
Send voicemail recording on email Feature to send voicemail recording on email for easy access anywhere, anytime.
Office Hour Office Hour is a business centric module allows for predetermined office timings calibration of processes and applicable as per set-up
Office timings and holidays calendar configuration. Allows configuration based on office timings and holidays.
Office/Non office hour welcome and greeting message play as per the calendar. Feature to provide voice recordings defined as per office hour and holidays.
*astTECS IVR *astTECS Intractive IVR helps build custom made solution based on predefined IVR flow.
Databse Interaction Helps to pass and retrieve data from the data base.
Multiple language support
Music on hold


Dashboard for CRM

CRM Access Page


CRM Lead Page


CRM Support Tickets


CRM Reports

Real time reports to help organize, manage, rectify, analyze & take corrective actions
1. Lead by source
2. Lead status report
3. Lead by sales person
4. Last month activities
5. Current month activities
6. Tickets by products
7. Open Tickets
8. Contacts by Organizations
9. Contact without organizations
10. Contact by Opportunities


Call Center Dialer with CRM help your organization to achieve;

Quick Decision & Reduce Sales Time.
Well informed support by real-time CRM reports accross all business areas, make it easier to take fast informed decisions, and help in closing the sale in less time.
Organizational Efficiency
CRM prompt users to follow discipline, standardizes processes, offers alerts for important events, hence delivering effective time management solution

 

Better Forcasting
Predections and forcasts are now more clear with the availability of – data on different sales stages, pipeline reports & project status. This will help in deciding budgets, sales & revenue estimations.

 

Highly targeted marketing activities are possible by categorizing various customer segments, based on their industry type, employee strengths, geographic & demographic records & other informations.
Know your ROI
Scaling of various marketing & sales campaigns can be pulled wth the help of CRM lead source management to analyse the ROI from marketing activities.

 

Priortize the fixes
Priortizing the issues and incidents make sure that your customer business and their operations are least effected when your team is looking for the solution. This also helps your organization to allocate the right resource on the right job

 

Serve Professionally
Our ticket system allows organizations to offer professionaly managed support services to thier customers; and to make sure that even the smallest request from their clients are not left unattended.
Performance Analysis
Performance analysis is easier with our ‘Ticket System’ as it helps in identifying a true performer within the orgaization working in favor of the business or customer.

 

Repetative Sales
By analysing the customer’s interests, buying behaviour, & studying his profile, more solutions can be presented, which results into more customer engagement & more sales.

 

Stability
A well logged and maintained data provides operational stability to the organization, by reducing the impact on business by the employee churn. The customer’s data is stored in CRM which is easy to reterive and absorb by the new employee.

 

contact-sales