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Applications
Telepathy’s application modules are the brains behind the solution. These independent and interchangeable functional blocks can be added to the environment as required. In the traditional contact center each of these functions would require specific hardware, escalating cost and complexity. Telepathy’s modules are installed in the same environment as the rest of the solution and incur no addition hardware costs.
Interactive Voice Response – IVR
As the first point of entry for most contact centers your company’s IVR creates a lasting impression. Create unlimited routes, play automated messages, collect caller information and provide self-service. The Telepathy IVR module will enable you to offer your customers the great service they expect.
- Powerful Interactive Voice Response module
- Integrates seamlessly with existing CRM systems
- Support unlimited number of nodes and routes
- Multiple language support
- Dynamic routing based on client authentication / client value
- Comprehensive usage information collection for reporting and optimization
Automatic Call Distribution – ACD
You can’t always answer every call immediately. Intelligent queuing and call distribution systems are essential. Telepathy’s ACD module will ensure that calls are queued and delivered to your agents as efficiently as possible.
- Advanced Automatic Call Distribution engine
- Configurable queuing and matching rules
- Unlimited queues and agents
- Multi-skilled agent support
- SLA based matching
- Blended mode (Inbound and outbound)
- Comprehensive reporting
Recording
Keeping a record of incoming and outgoing communications is vital. The Telepathy recording module takes care of this across all communications types.
- Adds recording capability to all media formats
- Facilitates recording and archiving and retrieving of recordings
- All conversations such as voice calls, emails and text messages managed from central location
Campaign Management
Managing outbound campaigns can be time consuming and tedious. The integrated campaign management system allows you to import, create and manage all voice and email campaigns from one place.
- Creates and manages outbound campaigns.
- Campaigns generated from any custom data source.
- Works in conjunction with ACD module for outbound call queuing and distribution.
Predictive Dialing
Maximizing agent productivity is a priority for any contact centre manager. Telepathy’s predictive dialer eliminates time wasted dialing.
- Powerful predictive dialer
- Dials out pre-emptively to minimize agent idle time
- Outbound call rate regulated to ensure your agents are constantly talking to clients
- Minimizes inefficiency due to wrong numbers, unanswered calls, fax machines, etc.
Presence Control
Ensure the communication reaches you. Presence control monitors your current location and routes the communication directly to you wherever you are.
- Collects presence information from multiple providers within your organization
- Calls and messages routed to their destination in the most convenient and cost effective way
IP-PBX
The IP-PBX (Internet Protocol Private Branch Exchange) module provides voice and video communication within your business and externally through the public telephone network or VoIP providers.
- The IP-PBX module is a control module for point-to-point communication both within and outside your organization.
- Greatly reduces inter-branch call costs
Computer-Telephony Integration
Telepathy’s CTI module will make your desktop applications, communications aware. Whether you require basic interaction or complex integration, Telepathy provides a solution.
- Computer-telephony integration (CTI) creates a link between your agent’s front-end system and the Telepathy platform
- Both stand-alone CTI interfaces and embedded controls for use within your existing applications are available
- Originate, answer and control communications from within your desktop applications
Telephony Configuration Service – TCS
TCS is a standard module in Telepathy. TCS enables configuration and management of agents and queues.
- Assign agent skills
- Manage agent schedules
- Create and configure queues
- Create user groups and teams
- Configure extensions
Case Management
Telepathy Case Management provides a convenient Web-based, forms driven agent portal.
- Dynamically create data capture forms
- Integrates with existing CRM and EIS systems
- Comprehensive reporting
Partners
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