“When a customer calls, respond with 100% efficiency.”
During any conversation, one with better information dominates.
*astTECS Call Center Dialer series are now powered with Vtiger CRM to capture & organize your customer’s data. A CRM (or customer relationship management) solution integrated with asterisk based Call Center Dialer system is a powerful organizational tool to enhance your customer experience with your organization; and increase the efficiency and information access capacity of your employees.
Vtiger is a popular web-based, flexible, easy to customize, & 100% open source CRM system to help your organization managing work processes.
- Desktop Call Notification
- Inbound / Outbound call popup with details
- Option to create Leads & Contacts
- Hangup or Transfer of Calls
- Click to Call from CRM
Decision making is faster when the access to all the required information is quick & easy.
- Lead Management
- Contact Management
- Ticket / Support Management
- Report Management
- Inventory / Product Management
- Project Management
- Updates and Comments Management
- Document Management
- Calender / Events / Activity Management
- Call recording
Call RecordingBy integrating Vtiger CRM with *astTECS Call Center Dialer, the users have access to – easy calling, call recording, view & listen to recorded calls. All calls recorded can be accessed by admin or agents by using CRM interface – Customer name, number, call duration, call time, etc. A click to the recorded file from the CRM downloads the file to your system, which can be listen later.
Benefits of implementing CRM
Strong Relationship Management
With complete awareness about the customer, customer’s needs & past interaction with company, an employee can create a better bond with the customer, and help him better in less time.
Information on customer buying behavior & interest can be used to make faster decisions & close more sales
Customer will have less struggle everytime he approaches to the organization. All the department within an organization will have complete data about the customer.
All your leads, contacts, customers & orders can be organized & stored in an standard format, which is easy and flexible to retrieve.
Enhanced Sales & Marketing
Cross selling, Up selling, Calls, Newsletters & Emails can be more precise and result oriented when it is delivered to a focused group.
- *ast eCRM50 – up to 50 subscribers + 5 CRM Login.
- *ast eCRM100 – up to 100 subscribers + 5 CRM Login.
- *ast eCRM200 – up to 200 subscribers + 10 CRM Login.
- *ast eCRM300 – up to 300 subscribers + 10 CRM Login.
- *ast eCRM500 – up to 300 subscribers + 10 CRM Login.
- *ast eCRM1000 – up to 1000 subscribers + 10 CRM Login.
*astTECS offering IP PBX System with integrated CRM for better customer experience & enhance organizational efficieny.
IP PBX Features
- Automated Attendant
- Black List
- Blind transfer
- Call Details Record.
- Call Forward on No Answer
- Call Forward Variable
- Call Monitoring
- Call Parking
- Call Queuing
- Call Recording
- Call Retrieval
- Call Routing (DID & ANI)
- Call Snooping
- Call Transfer Call Waiting
- Caller ID
- Caller ID on Call Waiting
- Database Store / Retrieve
- Database Integration
- Dial by Name
- Direct Inward System Access
- Distinctive Ring
- Distributed Universal Number Discovery (DUNDi™)
- Do Not Disturb
- Fax Transmit and Receive
- Music On Transfer
- Flexible Extension Logic
- Interactive Directory Listing
- Interactive Voice Response (IVR)
- Local and Remote Call Agents
- Music On Hold
- Caller ID Blocking
- Conference Bridging
|Web based Company Receptionist
- Calls in queue, pick which calls to answer.
- Active Calls Show the list of active calls and engaged extensions.
- Availability, IP Phone/soft phone status like off-hook, on-hook, ringing.
- Call Park.
- Drag and Drop call transfer.
- Voicemail transfer.
- Call Toggle – Allwos the operator to shift between calls
- Music on Hold per queue.
- Caller Experience – Let the caller hear the phone ring instead of listening to music on hold.
|IVR (Interactive Voice response)
- Ringing Options – Ring All, Round Robin, Fewest Calls, Least Recently Called, Random, and In Order.
- Extension Dialing – Allow the callers to dial an extension at any time.
- Send to Voice Mail.
- Call Transfer – you can easily transfer incoming calls or active calls to another extension. Set the transfer rules for incoming calls so you can check the call first, then transfer, transfer without checking, or send the call straight to voicemail.
- Call Pick up – You can set up Call Pickup groups so some employees can pick up calls ringing on other extensions by dialing a short code on their own phones. You determine who has this permission and which calls they can pick up.
- Do not disturb.
- Hold – Put a call on Hold using the button on your IP phone, or from the Switchboard. You can customize the Music on Hold that plays until you resume the call.
- Call Parking – Put a call on Hold using the button on your IP phone, or from the Switchboard. You can customize the Music on Hold that plays until you resume the call.
- Parallel Ringing.
- Follow me.
|Voice Mail & Voice mail To e-mail
- Voice Mail Set up.
- Voice Mail Access.
- Voice mail to email or to any email client.
||Automatically record calls coming in, going out, or even internally, based on the settings you define
- 3-way conferencing from the IP Phone.
- Meet me conference- With a Meet Me Conference Center, each of your phone extensions can have its own conference room.
- Dial-in Conference.
- Dia-out Conference
- Out going fax.
- Incoming Fax.
|Distributed Office setup
||Connects Multiple Offices through MPLS or VPN. Branch offices can be added to the IP server through an INTERNET connection.
- Dial a code to connect to a separate overhead paging and announcement system.
- Dial a code and connect directly to a built-in one-way announcement speaker on one or more phones
- Connect with PRI ISDN E1, T1.
- Connect with Analog/PSTN/CO Lines.
- Connect With GSM Trunk.
- Ready to use the sip-trunking and as well the SIP Client,
- Create Multiple VOIP accounts.
||Location Based routing.
Skill Based routing.
DID Based Routing.
|Barge IN & Listen
- Barge in: Barge in on both channels. The manager channel is joined onto the spied-on and bridged channel, and all parties can hear each other.
- Listen: Monitor an agents call/ Extensions. The manager can hear both the spied-on and bridged channels, but they cannot hear the manager.
||Whisper to the agent. The manager can hear both the spied-on and bridged channels, and the spied-on channel (agent) can also hear the manager, but not the bridged channel, hence “whisper.”
||Complete report on day to day, weekly reports, Monthly report, Extension wise report,
|Third party Integration
||Connects any 3 party Integration Like:
- Click to Call
|Multi Phones Connectivity
||Connect with different Phones Like:
- IP PHONE
- Analog Phone
- Soft Phone
- Smart Phone (Mobiles)
- DECT phones
||4U Industrial grade Rack mountable Server.
||ADPCM, G.711(A-Law & u-Law) G.722, G.723.1 (pass through),G.726, G.729(through purchase of a commercial license), GSM,iLBC, Linear,LPC-10 Speex.
||T1 / E1 port with optimum PCI interface.
- ISDN: PRI DSS 1 (Q931, National variant)
- VoIP: SIP, H.323, MGCP, SCCP, IAX2
- Mobile: GSM 850/1800/1900 MHZ channels.
- Network interface: 2X Ethernet 10/100 base-RJ-45
- ISDN: PRI interface (optional)
- Mobile: 4GSM (optional) 1 antenna/4 channels, 1 SIM/channel
- FXO & FXS
- Asterisk : 11.10.0
- Free PBX: 2.11
- OS : Cent OS
- 100 / 240 AC
- 60 – 50 mHz
- 6 – 3 Amp
Dashboard for CRM
CRM Access Page
CRM Lead Page
CRM Support Tickets
Real time reports to help organize, manage, rectify, analyze & take corrective actions
1. Lead by source
2. Lead status report
3. Lead by sales person
4. Last month activities
5. Current month activities
6. Tickets by products
7. Open Tickets
8. Contacts by Organizations
9. Contact without organizations
10. Contact by Opportunities
IP PBX with CRM help your organization to achieve;
Quick Decision & Reduce Sales Time.
Well informed support by real-time CRM reports accross all business areas, make it easier to take fast informed decisions, and help in closing the sale in less time.
CRM prompt users to follow discipline, standarizes processes, offers alerts for important events, hence delivering effective time management solution
Predections and forcasts are now more clear with the availability of – data on different sales stages, pipline reports & project status. This will help in deciding budgets, sales & revenue estimations.
Highly targeted marketing activities are possible by categorizing various customer segments, based on their industry type, employee strengths, geographic & demographic records & other informations.
Know your ROI
Scaling of various marketing & sales campaigns can be pulled wth the help of CRM lead source management to analyse the ROI from marketing activities.
Priortize the fixes
Priortizing the issues and incidents make sure that your customer business and their operations are least effected when your team is looking for the solution. This also helps your organization to allocate the right resource on the right job
Our ticket system allows organizations to offer professionaly managed support services to thier customers; and to make sure that even the smallest request from their clients are not left unattended.
Performance analysis is easier with our ‘Ticket System’ as it helps in identifinga true performer within the orgaization working in favor of the business or customer.
By analysing the customer’s interests, buying behaviour, & studying his profile, more solutions can be presented, which results into more customer engagement & more sales.
A well logged and maintained data provides operational stability to the organization, by reducing the impact on business by the employee churn. The customer’s data is stored in CRM which is easy to reterive and absorb by the new employee.