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Call Pro Solutions

Contact Center Solutions: CallPro® Solutions

CallPro® Voice Directory Dialer

CallPro® Voice Directory Dialer enables employees to reach any person, department or location across the organization by simply dialing one number and saying a name. The self service employee directory application utilizes the Genesys Voice Platform with Speech integration for multi-platform environments. It integrates with any backend employee directory (LDAP, Active Directory, DB, etc.) This can be integrated into existing infrastructures such as Genesys, Avaya, Cisco, and more.

Features

  • Anytime, anywhere access via touch tone or voice recognition
  • Allow callers to transfer to individual employees
  • Provide callers with an automated list of employees or departments
  • Allows employees to create call routing profiles
  • Available authentication allows additional intra company functionality
  • Open standards – VoiceXML and MRCP
  • Fully scalable, capable of handling duplicate names and same sound/different spelling names

Business Benefits

  • Improve caller service
  • Reduce operating costs
  • Allows employees to screen incoming calls and respond if needed
  • Improves ROI by leveraging existing infrastructure: Open non-proprietary, Backend Integration, Distributed architect, Reduction in total development / deployment time through re-usable modules

 

CallPro® Voice Password Reset

CallPro® Voice Password Reset is a self service application utilizing Genesys Voice Platform with Speech integration for multi-platform environments. It integrates with any backend authentication system (LDAP, Active Directory, iSeries, RACF mainframe, etc.)

CCS has developed the application to use dynamic properties for various values: This allows easier/quicker testing and deployment.  This can be integrated into existing infrastructures such as Genesys, Avaya, Cisco, and more.

Features

  • Voice Authentication
  • Anytime, anywhere access accessible via touch tone or voice recognition
  • Allow callers to reset passwords without agent intervention
  • Open standards – VoiceXML and MRCP
  • Capability to delete voiceprints for employees who are no longer with the company
  • Fully scalable, capable of differentiating between different company domains

Business Benefits

  • Offloads password reset calls that can overwhelm customer service and IT departments
  • Eliminates user frustration associated with inability to access key systems
  • Improves internal customer service
  • Increase department productivity
  • Reduce operating costs
  • Leverage existing infrastructure: Open non-proprietary, Backend Integration, Distributed architect, Reduction in total development / deployment time through re-usable modules

CallPro® Voice Survey

CallPro® Voice Survey is a self service application utilizing Genesys Voice Platform with Speech integration for multi-platform environments. A database driven survey tool that is capable of multiple levels of questions.

Features

  • Anytime, anywhere access accessible via touch tone or voice recognition
  • Provides easy-to use Web interface for creating survey questionnaire
  • Survey flow can be based on answers to previous questions
  • Stores survey results to any implemented backend
  • Open standards – VoiceXML and MRCP
  • Fully scalable

Business Benefits

  • Improve caller service
  • Reduce operating costs
  • Increase productivity
  • Feedback improves customer service
  • Leverage existing infrastructure: Open non-proprietary, Backend Integration, Distributed architect, Reduction in total development / deployment time through re-usable modules

CallPro® Voice Banking

CallPro® Voice Banking is a self service banking application utilizing Genesys Voice Platform with Voice integration for multi-platforms environments.

Features

  • Anytime, anywhere access accessible via touch tone or voice recognition
  • Allow customers to satisfy requests for account balance, transaction history, check inquiry, funds transfer, bill payment and other banking functions
  • Customized by bank or caller specific preferences
  • Enterprise customization – Ex: customize per site location
  • Open standards – VoiceXML and MRCP

Business Benefits

  • Improve customer service
  • Reduce operating costs
  • Improves ROI by leveraging existing infrastructure: Open non-proprietary, backend Integration, distributed architect, reduction in total development / deployment time through re-usable modules

CallPro® 7.5

CallPro® for IBM i Power System (formerly AS/400 or iSeries) is a powerful, state of the art IBM i based platform for application development and integration. With an unbeatable mix of possible clients, CallPro® can be implemented in virtually any network environment to supply the perfect solution for your CTI needs.

CallPro® is built as a series of programs that interface with Genesys Customer Interaction Management platform (CIM) to reduce the programming required to integrate business applications with the IBM i Power System.  The integration will allow any customer to expand their IBM i Power System environment into the Genesys CIM platform.  This integration layer will consist of an IBM i client and a new Windows based server process.

Functionality
Screen Pop

  • Allows a call center agent to receive data pertinent to the caller prior to the call being delivered to the agent’s phone. This vastly improves customer satisfaction, as well as agent efficiency and call time.

Call Control

  • Transfer – allows a call center agent to transfer a caller to a different number or department through their CTI enabled application. Any pertinent call data is transferred with the call, as well.
  • Answer – allows a call center agent to answer a call through their CTI enabled application.
  • Conference – allows a call center agent to conference a caller to a different number, such as a supervisor or manager, through their CTI enabled application.

Agent ACD Functionality

  • Agent Ready
  • Agent Not Ready
  • Agent Login
  • Agent Logout
  • After call work

Preview, Progressive, or Predictive Outbound Calling

  • For outbound campaigns, preview allows the customer’s data to be presented to the agent who then has the ability to initiate the outbound call.  This allows for full integration to the Genesys Outbound Contact Solution.

JavaScript Telephony Server

JavaScript Telephony Server (JTS), a CCS licensed software product, is a CTI integration package that enables quick implementation of CTI applications in a browser based desktop application.  It provides a common developer interface to disparate telephony provider systems. Unlike JTAPI, JavaScript Telephony Server (JTS) provides easily implemented solutions that allow rapid deployment of CTI functionality.

Functionality
Screen Pop

  • Allows a call center agent to receive data pertinent to the caller prior to the call being delivered to the agent’s phone. This vastly improves customer satisfaction, as well as agent efficiency and call time.

Call Control

  • Transfer – allows a call center agent to transfer a caller to a different number or department through their CTI enabled application. Any pertinent call data is transferred with the call, as well.
  • Answer – allows a call center agent to answer a call through their CTI enabled application, if their phones are not configured for auto-answer.
  • Conference – allows a call center agent to conference a caller to a different number, such as a supervisor or manager, through their CTI enabled application.

Agent ACD Functionality

  • Agent Ready
  • Agent Not Ready
  • Agent Login
  • Agent Logout

Preview Outbound

  • For outbound campaigns, preview allows the customer’s data to be presented to the agent who then has the ability to initiate the outbound call.

Predictive Outbound

  • For outbound campaigns, predictive allows intelligent scheduling for outbound campaigns to maximize agent utilization. Calls are dialed with the expectation that an agent will become available to handle that call by the time the call is connected. Customer data is presented to the agent as for an inbound screen pop.

Supported Telephony Interfaces
JavaScript Telephony Server (JTS) provides a common interface to a variety of telephony interfaces:

  • Genesys Framework – JavaScript Telephony (JTS) can interface with the Genesys Framework architecture.
  • Other – Due to its modular architecture, JavaScript Telephony Server (JTS) can implement new telephony interfaces as they become available.

The interface independent features of JavaScript Telephony Server (JTS) prevent a company from becoming locked in to a particular telephony architecture or platform.

JavaScript Telephony Server (JTS) Servers

  • IBM AIX
  • Microsoft Windows 2000
  • Microsoft Windows NT
  • Sun Solaris
  • HP/UX
  • Linux

Clients
Browser based applications

  • JavaScript
  • VBScript

Any browser application can be quickly modified to enable telephony automation via JavaScript Telephony Server (JTS).  By implementing as few as 6 simple client side script functions, your entire application has access to the telephony system.

Java Applications
Any application can interface to telephony functions using the native Java Telephony Server (JTS) classes. Any application that can interface using JavaScript now has access to the entire spectrum of call center functionality.

 

To learn more about Call Pro Solutions, Contact Our team.

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