PhoneFusion IntelegenTM is a proprietary blended
Virtual Automated Call Distribution (ACD) and Predictive Dialing System that runs on multiple clusters of off-the-shelf hardware which supports both the telephony and data that is required to manage thousands of individual call centers. The hardware and telephone infrastructure is housed in Verizon’s Tier 4 locations with access to all telephone and data providers. Calls come into our telephony servers via multiple underlying carriers allowing calls to be originated via local, toll-free or international numbers. Existing local and toll-free telephone numbers can be ported to our network.
ACD Inbound Calls:
Agents or at-home workers log in to the system either via a Web browser or via the telephone which notifies the system of the agents available, their individual skill sets and routing configuration. Agents may or may not have additional call controls depending on their user level.
The inbound calls are then processed by the call center ACD software. Call and voice data are stored on our servers for reporting and analysis. Calls are routed to the call center agent or at-home worker based on the skill and call routing configuration set up by the customer. Agents may accept calls either on a regular telephone via the telephone network or on a soft phone via the Internet. Data may also be passed to the agent simultaneously with the call in order to display or collect specific information.
Predictive Outbound Calls:
Agents or at-home workers log into the system either via a Web browser or via the telephone. The agent selects from a list of pre-loaded available campaigns (lists) when ready to dial. The system can display the campaign or script information for the agent prior to the call being picked up.
The outbound calls are processed by the call center predictive software. Call and voice data are stored on our servers for reporting and analysis and the calls are terminated to the telephone numbers contained in the list. The system adjusts the speed of the outbound calls based on an algorithm of how many agents are available, length of average calls and leads available.
Fully Blended:
Agents or at-home workers may be configured in the system for inbound, outbound or fully blended between the two, so if the agent is not busy with an inbound call the system will utilize that agent for an outbound call.
Reporting and Administration:
All the call data, agent data, customer data and recordings are tied together to the original call record and stored on the system. Call and agent data is displayed in real time using a Web browser allowing for the management of agents and calls. Statistical, agent, call reporting and call recordings are available for viewing and listening from a suite of pre-defined reports available on the system. The system administration allows for the real time configuration of agents, skills, campaigns, call routing, messaging, list loading, script creation and much more.
Standards Supported:
The following are some of the industry standards that are supported by PhoneFusion’s service delivery platforms.
TDM: ISDN, Q.931, Q.933, G.703
Fax: Group3
VoIP codecs: G.711, GSM, G.723
VoIP signaling: SIP
Database: SQL
Data connectivity: UDP/IP, TCP/IP, RTP, RTCP, DHCP, DNS
