CALL CENTER FEATURES
The high-tech managed IP based call center solution has truly assisted the strong commitment of Infogence towards customer-service. Further, Intel's Dialogic solution provides the following advantages:

1. Automatic Call Distributor (ACD)
   Infogence boasts of an efficient and automatic call distribution system that follows rules-based routing which is applicable across all media types. This is a flexible system that economically utilizes the call center resources and allows the right type of agents to attend customer calls.
2. Interactive Voice Response (IVR) Fax on Demand (FoD)
   This comprehensive system leads to distribution of routing information with the help of FAX or pre-recorded voice messages and includes services like speech recognition, self-service and FAX management capabilities. It is also very handy in reducing fatigue, increasing efficiency and decreasing the time spent by agents in imparting information.
3. Outbound call management & predictive dialing
   Predictive dialing is a great accelerator in increasing the productivity and uses a complex algorithm to ease out the workflow of the calling center. Apart from automating the dialing process, it saves large amount of time and effortlessly screens out machine calls like - no answer, busy, out of order and other messages. The strong outbound dialing functionality of Concerto incorporates predictive, power and preview dialing modes.
4. Computer Telephony Integration (CTI)
   In contrary to the common discretion that CTIs are mere screen pop-ups on agent systems that display customer information, Infogence covers a wider spectrum and co-ordinates the real time voice and database events. It has provision for real-time feedback , dynamic routing schemes, real-time reporting and workforce management.
5. E-mail Management
   Agents are effectively able to address customer requests due to an efficient system of automated e-mail responses, extensive knowledge base and intelligent routing facilities.
6. Web Chat & Web Collaboration
   The agents are able to aid customers visiting company's web site by way of live interactive chat sessions and collaborative assistance through agent/customer browser synchronization.
7. Call/Multimedia Blending
   With efficient and flawless blending capacity, every agent can easily access any form of contact and communication. All outbound & inbound web, voice and email interactions are seamlessly delivered to agent's desktop.
8. Conferencing
   This system allows up to eight part y conferences to be set up. The parties in the conference can be external callers, multiple agents or supervisors.
9. Web Callback
   This facility entitles the customers to receive a return-back call by the customer service representative and is activated on selecting the "callback button".
10. Web Call Through
    Web Call Through allows customers and agents to be connected in a voice interaction and web collaboration session, during their visit to the company's site.
11. Soft Phone
    In this system the call control is from the agent desktop and its voice is delivered through a headset to the agent. Infogence uses highly efficient and renowned "Plantronics headphones".
12. Interfaces for Integration with Applications
    We use documented OCX controls to integrate various applications like customer relationship manager (CRM) modules, lead management software and billing applications for screen pop- ups, predictive dialing etc.
13. Contact Monitoring
    At Infogence, every transaction/interaction is special to us. Our supervisors are empowered to silently monitor every transaction and keep a constant vigil on the agents and coach them quietly. If required, remote supervisors can swiftly engage themselves in the interaction via three party conferencing and can even trace online performance reports to take prompt corrective action.
14. Voice Messaging
    Voice messaging allows callers to leave messages in case no agent is available to attend a call. This feature has two major benefits- (i) It ensures that no call is lost and (ii) Voice messaging can be used to handle overflowed demand.
15. Management Information systems
    At Infogence an accurate and comprehensive information system is followed to enhance reporting capabilities. Detailed system statistics are processed and formatted into different formats, in other words various reports are generated through excellent MIS incorporated at Infogence. Detailed system statistics are captured and processed in different formats giving: standard historical reports, online status information, trend report, unified management and reporting and well documented open database for user configured reports. Above all MIS keeps the whole system integrated that results into better service delivery all the time.
16. Scalability
    At Infogence we have the Infrastructure that provides enhanced flexibility and ability to expand to an 800-agent call center, using Dialogic Cards.
17. All - Media Logging
    The media logging facility acts as a perfect platform for providing vital transactional proofs and recordings of emails, chats, conversations and videos. It is also a versatile tool for training agents and monitoring all communication