The phone systems we supply connect with your computer network, so they can be easily configured from a computer, call logging enables reporting on any PC as well as Call Centre Software, but our systems provide tighter personal interaction. So that on your computer you can see what is happening with your phone and others on the system, log what has happened on your phone, as well as make calls.
To work well, the phone system needs to be designed with this functionality in mind.
The first to bring these abilities to the mass market were Network Alchemy with the Argent Office (which evolved to the Avaya IP Office), with network enabled hardware and a suite of FREE software - Phone Manager, Call Status, Call Logger and Voicemail with Voicemail to email functionality. A chargeable upgrade enables the voicemail to interact with databases and record calls.
The key things here are that where you previously needed an expensive top end phone to show who was on a call, provide one touch dial/call transfer, call divert and forwarding. Now it was done with a Free computer program and a click of a mouse. If you were out of the office you could receive a txt message on your mobile phone or an email giving notification and details / a copy of a Voicemail left for you at the office.
The Elephant Call Logger can automatically produce reports for departmental / visitor / tenant phone bills based on inbound / outbound calls with a number of filters as seen below
The Call Logger can also provide basic wallboard information, ideal if you have a small call centre but donít want the expense of going to the full Call Centre package.
Call Centre software comes in two parts, displaying real-time information on wallboards so everyone can see what is happening, to reporting on departmental/team/individual agent behaviour.
Buying a cheap call centre phone system can be very expensive as you will probably out grow its capabilities in a year.
As with many things in IT, the differences between phone systems are getting smaller, however when it comes to Call Centre functionality many systems claim to offer the functionality when really it's just enhanced call logging with a basic wallboard thrown in. This will be fine for most people for the first 6 months, possibly a year, when you want to get detailed information on individual staff your system may not be able to deliver.
From the mid 80's through to the mid 00's one manufacturer system powered more UK Call Centres than any other, with a customer list that included the major banks, travel agencies & cable TV. SDX's experience enabled even the most demanding Call Centre manager to get the most from their staff. With this susses it is not surprising that late in the 90's it was bought by Lucent Technologies. With their other telecoms divisions, this became Avaya, and they ported the Call Centre to IP Office which was version 3 of the Network Alchemy network phone system & moved the development to Eastern Europe, & wrote a brand new Call Centre package.
The people behind SDX teamed up with those from Network Alchemy to form SpliceCom, so the SpliceCom Vision Call Centre has been able to take 20 years market leading experience and move it into the Internet age, making it the natural successor to the previously dominant SDX