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Call Centres

Traditionally a call centre was a place where telephony activities were centralised, with the aim of cutting costs and improving marketing and/or customer services. But that’s all changed – with maximiser a call centre no longer needs to be in one single location. Call centre staff (often called agents) can be distributed across multiple sites, or even countries and continents. Agents can also be based at home or other remote locations. And it’s not just about telephone calls any more – maximiser’s Contact Centre solutions allows customer contact via email, SMS text, web callbacks and/or web chat to be managed and “blended” with traditional telephone calls.

Every business has a call centre – and every business can benefit from call centre technology. What ever your particular need – be it a 2 “seat” Help Desk to 100+ agents spread across multiple sites – there’s a maximiser Call Centre solution that’s absolutely right for you.

Business Productivity

If you're responsible for managing Groups or Departments delivering Service, Support or Help Desk facilities, be your customers internal or external, maximiser provides many advanced features to make your life easier. Call Distribution, Skills Based Call Delivery, Call Queuing with entry/update messages and definable limits, Call Recording, Call Routing based on CLI, multiple Music-on-Hold zones, Administrator Monitoring & Assist are all supported as standard. In addition, by adding visibility of real-time queue information through Desktop Clients (for Windows & Mac OS X) and/or Wallboards (Windows only), business critical Information for reviewing current performance and planning for the future can be delivered.

The Informal Call Centre

In Departmental scenarios where historical reports are required along with greater flexibility in the presentation of real time information, SpliceCom recommends Peak Suite from Adodo Management Services. Specifically designed and developed to work with maximiser, Peak Suite delivers a comprehensive range of real-time management information to those that need it, wherever they are. With no limits set on the number of extensions or users, it can be used by every type of business seting new standards in the way organisations view information relating to their phone system and calls. Whether it’s your technical support team, accounts department or an Informal Call Centre, Peak Suite has the answer.

The SME Call Centre
To meet the demand for more formal Call Centre requirements, SpliceCom have teamed-up with Callmedia, the UK technology leader in Contact Centre and CTI software development, to deliver Callmedia 4 maximiser. Using Callmedia’s award-winning and field proven Enterprise application suite as a starting point this product has been jointly developed to address the needs of SME Call Centres, from 5 to 50 agents, dealing with in-bound sales and telemarketing campaigns. SpliceCom can provide all the tools you need to manage your teams and your business more effectively. From detailed and configurable real-time statistics, with alerts to notify staff when volumes increase, to graphical reports that provide detailed management information and analysis, Callmedia 4 maximiser delivers best- of-breed call routing, in-depth management tools and detailed analysis of performance, which adds up to fewer abandoned calls and tasks, lower costs and greater customer satisfaction.

The Multi-Media Contact Centre

Every telephone call or email that goes un-answered is a lost opportunity - and often a lost customer. SpliceCom provide a completely modular system ensuring that all methods of customer interaction - telephone calls, emails, faxes, SMS messages, web chats and web callback requests - are allocated to the right person at the right time - every time. By delivering highly advanced and robust call and task routing, all calls are handled and answered consistently in a timely fashion - no matter how they arrive.

SpliceCom's Multi-Media Contact Centre solution for maximiser increases customer satisfaction by:

Identifying customers and types of callers when they call or email, whilst ensuring that they are prioritised correctly and allocated to the most skilled available user.
Dynamically increasing the priority of a waiting call or other task so that customers' wait time is reduced.
Progressively increasing the number of agents who can be allocated the call or task, so that even when call volumes are high, the call will always be given to someone who can answer that enquiry.
Integrating the contact centre directly with your business applications, so that agents know who is calling and can handle the call more effectively.
Ensuring that fewer calls are abandoned or lost.

The Outbound Call Centre

SpliceCom also offer comprehensive outbound campaign management, enabling contact centres to maximise the performance of their data as well as their agents. The campaign, list and agent management are seamlessly integrated using intuitive graphical tools to perform every task - from list assignment to reporting. Manual, preview, progressive and predictive dialing are all supported, whilst call blending, allows outbound agents to handle inbound calls, emails or other media whenever there is excess demand placed on your call/contact centre.