CALL CENTER SOFTWARE
Your call center operation requires a proactive, scalable, end-to-end solution to monitor and manage all processes. *astTECS Call Center Software is just what you need. It provides visibility and control over the performance and productivity of your call center.
*astTECS call center Software Suite has all the features associated with high end and high cost proprietory call center solutions.
Key offerings
- Automatic call distribution ACD
- Interactive Voice Response IVR
- Voice logger
- WhatsApp Integration
- Voice blasting
- Hosted dialer
- CRM integration
- SMS integration
- Live/current agent monitoring
- Report and campaign statistics
- Voicemail to email
- Missed call alert on agent screen
- Call history search and dial option
- Feedback IVR
- Sticky agent and account based call routing
*astTECS Edge:
- GSM predictive dialer
- Auto change of the campaign according to time zone
- Automatic agent account lock
- IVR database retrieval
- Click to call from website
- Dial-in/dial out multiparty conference
- Logical Partitioning
*astTECS Outbound Call Center Software Suite:
*astTECS predictive dialer effectively integrates all outbound processes (Telemarkeitng, Sales, Surveys, Collections) with the life cycle. It precisely manages outbound calling to achieve maximum productivity by supporting various campaign and list management strategies.
Features
- Manual, progressive & predictive dialing
- Outbound ACD
- Longest idle agent based routing
- Call back scheduling
- Multiple campaign management
- Multiple dialing modes
- Agent inter dialing support
- Call forward and three way conferencing
- DNC list management
- Agent call intervention
- Real time supervision
- Music on hold
- Call transfer
- Call retrieval
*astTECS Inbound Call Center Software Suite:
*astTECS inbound solution can provide substantial improvement to the productivity of your call center. Skill based routing organizes incoming calls and route them to the most appropriate agents.
Features:
- Interactive voice response
- Automatic Call Distribution
- Skill based routing
- Inbound call pop up
- Most idle agent based routing
- Real time supervision
- Agent call intervention
- Call back scheduling
- Call conferencing
*astTECS GSM Dialer
Run your domestic process with *astTECS GSM dialer and reduce your telecom expenses by 50%. It also help the enterprise to increase the sales turnaround and effective utilization of leads.
Hosted Dialer Solution
*astTECS hosted dialer solution is a plug and play technology for international call centers and is intended for those call centers who want to operate on OPEX model
Add on Features:
- Call Center Analytics : Get detail reports on agent behaviour, outliers detection, profiling, QA conformance, gap analysis with add-on feature of call center analytics.
- CRM Integration
- GSM Integration
- WhatsApp Integraation
- A2Billing – is a prepaid calling card platform.
Product Variants
- *ast c5 – For 5 Agents
- *ast c10 – For 10 Agents
- *ast c30 – For 30 Agents
- *ast c60 – For 60 Agents
- *ast c100 – For 100 Agents
*ast C10
Call Center Software +10 Agents/10 Calls +Asterisk 1.8
Call Center Software: For 10+ Agents
Asterisk based call center dialer solution for up to 10 agents/users. Easy to install plug & play solution which can turn every day interactions into strong customer connection. *ast c10 with Voice Logger is a best suitable for a small sized in house or captive call center which prefer to make their customers truly happy by maximizing agent engagement.
Product Highlight:
- 2U Rack mount cabinet.
- Power of Asterisk and Vicidial in a single box
- One year free AMC for the hardware
- Voice Logger In-built
- WhatsApp Integration
Product Description for *ast c10
Product Application Scope:
- In-bound / Out-bound telemarketing centers
- Retail Banking
- WhatsApp Integration for Better CX
- Mortgage Lending
- Brokerage
- Insurance
- Healthcare Providers
- Healthcare Payers
- Retail
- Construction
- Telecommunications
- Transportation
- Travel and Hospitality
- Education
- Government
Technical Specifications:
|
INTERFACES:
|
|
PROTOCOLS:
|
|
CODECS: ADPCM, G.711(A-Law & u-Law) G.722, G.723.1(pass through), G.726, G.729
|
|
PRI card : T1/E1 port with optimum PCI interface DIMENSIONS : 2U/4U Form factor chassis POWER : 100-240 VAC, 200 W TEMPERATURE: 0–50°C |
Product Features
| Predictive Dialing | Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability. |
| Manual Dial from Screen | Feature providing direct dialing from screen as per requirement by user. |
| Hang-up/ hold | Feature allowing hangup and hold functionality as per requirement by user and campaign. |
| CTI (Screen Pop; disposition) | CTI feature providing screen pop and disposition assignment to sessions. |
| Agent Presence management | Feature providing ability to monitor presence of agents in contact center. |
| Real time monitoring | Feature allowing for real-time performance monitoring. |
| Reporting | Reporting feature allowing access to various reports generated by system. |
| Contact List Management | Feature allowing dynamic contact list management as per business requirements. |
| Multiple campaigns | Feature allowing the ability to engage in multiple campaigns. |
| Disposition management | Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
| User management and assignments | Feature providing the ability to assign and manage various user access. |
| Conference 3 party | Feature allowing multi-conference functionality up to 3 lines at any given time. |
| *astTECS Call Server | Optimized Call Server for dynamic CTI based systems applicable on each set-up |
| Default Resource Adapter | Resource Adapter feature providing basic call server functionality . |
| Trunks | Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount. |
| Extensions | Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount. |
| *astTECS ACD | Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent |
| Routing Customer calls based on DID; DNIS or ANI | Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents. |
| Routing Customer calls based on CLI | Routing Customer calls based on Caller line identification. Applicable as per inbound agents |
| Multiple queues | Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents |
| Welcome Message | Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent |
| Language and Skill Selection | Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent |
| *astTECS Voice Logger | *astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent |
| 100% recording in raw codec form | Voice Logger Feature allowing recording in codec format to optimize space and quality requirements. |
| Search | Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration. |
| Agent Login | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Put call on hold | Feature for agent to put call on hold as per agent requirements. |
| Transfer calls to another user | Feature for agent to transfer call to other users as per agent requirements. |
| Manually dial calls | Feature for agent to manually dial calls directly from system as per agent requirements. |
| Conference with Customer and other users | Feature to allow conference between agent, customers and other users in contact center as per session requirements. |
| Terminate calls (including conference) | Feature to allow agent to terminate sessions as per requirements. |
| Transfer calls to outside department or contact center | Feature to allow agents to transfer calls as per session requirements. |
| Login / Logout | Login / Logout |
| Receive Calls | Receive Calls |
| Supervisor Login | Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis |
| Monitor user log in/out | Feature for supervisor monitoring to login and logout of users. |
| Supervisor Snoop with agents | Feature for supervisor to quietly listen into customer interactions of agents in real-time. |
| Barge with agents | Feature for supervisor to quickly takeover a call interaction from agents in real-time. |
| Supervisor Confer with agents | Supervisor feature to engage in conference with agents and customers in real-time. |
| Force logout of agents | Supervisor feature to terminate login session of agents as per supervisor requirements. |
| Supervisor Live call monitoring | Supervisor feature to monitor agent customer interactions in real-time. |
| Supervisor Download recorded conversations | Supervisor feature allowing quick and easy downloading of recorded agent sessions. |
| Supervisor Listen to recorded conversations | Supervisor feature allowing quick and easy listening of recorded agent sessions. |
| Monitor live agents and/or Customers through GUI | Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface. |
| Administrator Login | Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis |
| Campaign, Queues and Group Management | Administrator feature to define parameters for campaign, queues and group management as per business requirements. |
| Media context and routing configurations | Administrator feature to configure media context and routing as per business requirements. |
| User Management and Assignment | Administrator feature to manage and assign user privileges |
| Prompt Management | Ability to manage voice prompts. |
| Screen Pop & Integration with 3rd party apps. | Comprehensive screen-pop module providing real time access to information through rapid triggers and in-depth definition of information parameters. |
| PHP Default Screen-Pop App (mini-CRM) | Basic screen pop feature providing immediate and updated information to agents. |
| Integration with third party CRM | Integration with third party CRM allows to pop up the CRM to display all customer records. |
| Agent Workbench | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Sign on from web | Feature to allow quick agent login from web based interface. |
| Receive calls along with customer screen-pop | Feature for screen pop application to display customer information to agent instantly as call is received. |
| Assign dispositions to interactions | Feature providing agents the functionality to assign dispositions to customer interactions. |
| Update Customer details | Feature to allow agents to update customer details in real-time. |
| Voicemail | Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up |
| Admin interface to access voicemail | Feature to provide interface for administrator access to voicemails. |
| Send voicemail recording on email | Feature to send voicemail recording on email for easy access anywhere, anytime. |
| Office Hour | Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up |
| Office timings and holidays calendar configuration. | Feature allowing configuration based on office timings and holidays. |
| Office/Non office hour welcome and greeting message play as per the calendar. | Feature to provide voice recordings defined as per office hour and holidays. |
| *astTECS IVR | *astTECS Interactive IVR helps build custom made solution based on predefined IVR flow. |
| Database Interaction | Helps to pass and retrieve data from the data base. |
| WhatsApp Integration | Integrate WhatsApp with any Open Source Call Center Dialer Software for Improving a better CX Experience with Customers with Addon Feature, Missed Call Marketing, Customer Support, Alert and Notification. |
| Multiple Language Support |
*ast C30
Call Center Software+ 30 Agents/30 Calls +Asterisk 1.8
Call Center Software: 30+ Agents
*astTECS *ast c30 is an Asterisk based call center dialer solution set up for 30 agents and 30 simultaneous calls. Loaded with Asterisk, Voice Logger and Vicidial call center application it enables the user to enjoy the entire high end call center features like monitoring, Quality Audit, Performance Reporting etc. *ast c30 is a out of the box end to end solution which is easy to install and maintain.
Product Highlight:
- 2U Rack mount cabinet.
- Real time monitoring
- Voice Logger In-built
- One year free AMC for the hardware
Product Description for *ast c30
Product Application Scope:
- In-bound / Out-bound telemarketing centers
- Retail Banking
- Mortgage Lending
- Brokerage
- Insurance
- Healthcare Providers
- Healthcare Payers
- Retail
- Construction
- Telecommunications
- Transportation
- Travel and Hospitality
- Education
- Government
Technical Specifications:
INTERFACES:
- Network Interface: 2X Ethernet 10/100 base-RJ-45
- ISDN : PRI interface (optional)
|
PROTOCOLS:
|
|
CODECS: ADPCM, G.711(A-Law & u-Law) G.722, G.723.1(pass through), G.726, G.729
|
|
PRI card : T1/E1 port with optimum PCI interface DIMENSIONS : 2U/4U Form factor chasis POWER : 100-240 VAC, 200 W TEMPERATURE: 0–50°C |
Product Features
| Predictive Dialing | Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability. |
| Manual Dial from Screen | Feature providing direct dialing from screen as per requirement by user. |
| Hang-up/ hold | Feature allowing hangup and hold functionality as per requirement by user and campaign. |
| CTI (Screen Pop; disposition) | CTI feature providing screen pop and disposition assignment to sessions. |
| Agent Presence management | Feature providing ability to monitor presence of agents in contact center. |
| Real time monitoring | Feature allowing for real-time performance monitoring. |
| Reporting | Reporting feature allowing access to various reports generated by system. |
| Contact List Management | Feature allowing dynamic contact list management as per business requirements. |
| Multiple campaigns | Feature allowing the ability to engage in multiple campaigns. |
| Disposition management | Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
| User management and assignments | Feature providing the ability to assign and manage various user access. |
| Conference 3 party | Feature allowing multi-conference functionality up to 3 lines at any given time. |
| *astTECS Call Server | Optimized Call Server for dynamic CTI based systems applicable on each set-up |
| Default Resource Adapter | Resource Adapter feature providing basic call server functionality . |
| Trunks | Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount. |
| Extensions | Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount. |
| *astTECS ACD | Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent |
| Routing Customer calls based on DID; DNIS or ANI | Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents. |
| Routing Customer calls based on CLI | Routing Customer calls based on Caller line identification. Applicable as per inbound agents |
| Multiple queues | Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents |
| Welcome Message | Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent |
| Language and Skill Selection | Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent |
| *astTECS Voice Logger | *astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent |
| 100% recording in raw codec form | Voice Logger Feature allowing recording in codec format to optimize space and quality requirements. |
| Search | Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration. |
| Agent Login | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Put call on hold | Feature for agent to put call on hold as per agent requirements. |
| Transfer calls to another user | Feature for agent to transfer call to other users as per agent requirements. |
| Manually dial calls | Feature for agent to manually dial calls directly from system as per agent requirements. |
| Conference with Customer and other users | Feature to allow conference between agent, customers and other users in contact center as per session requirements. |
| Terminate calls (including conference) | Feature to allow agent to terminate sessions as per requirements. |
| Transfer calls to outside department or contact center | Feature to allow agents to transfer calls as per session requirements. |
| Login / Logout | Login / Logout |
| Receive Calls | Receive Calls |
| Supervisor Login | Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis |
| Monitor user log in/out | Feature for supervisor monitoring to login and logout of users. |
| Supervisor Snoop with agents | Feature for supervisor to quietly listen into customer interactions of agents in real-time. |
| Barge with agents | Feature for supervisor to quickly takeover a call interaction from agents in real-time. |
| Supervisor Confer with agents | Supervisor feature to engage in conference with agents and customers in real-time. |
| Force logout of agents | Supervisor feature to terminate login session of agents as per supervisor requirements. |
| Supervisor Live call monitoring | Supervisor feature to monitor agent customer interactions in real-time. |
| Supervisor Download recorded conversations | Supervisor feature allowing quick and easy downloading of recorded agent sessions. |
| Supervisor Listen to recorded conversations | Supervisor feature allowing quick and easy listening of recorded agent sessions. |
| Monitor live agents and/or Customers through GUI | Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface. |
| Administrator Login | Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis |
| Campaign, Queues and Group Management | Administrator feature to define parameters for campaign, queues and group management as per business requirements. |
| Media context and routing configurations | Administrator feature to configure media context and routing as per business requirements. |
| User Management and Assignment | Administrator feature to manage and assign user privileges |
| Prompt Management | Ability to manage voice prompts. |
| Screen Pop & Integration with 3rd party apps. | Comprehensive screen pop module providing real time access to information through rapid triggers and in-depth definition of information parameters. |
| PHP Default Screen-Pop App (mini-CRM) | Basic screen pop feature providing immediate and updated information to agents. |
| Integration with third party CRM | Integration with third party CRM allows to pop up the CRM to display all customer records. |
| Agent Workbench | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Sign on from web | Feature to allow quick agent login from web based interface. |
| Receive calls along with customer screen-pop | Feature for screen pop application to display customer information to agent instantly as call is received. |
| Assign dispositions to interactions | Feature providing agents the functionality to assign dispositions to customer interactions. |
| Update Customer details | Feature to allow agents to update customer details in real-time. |
| Voicemail | Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up |
| Admin interface to access voicemail | Feature to provide interface for administrator access to voicemails. |
| Send voicemail recording on email | Feature to send voicemail recording on email for easy access anywhere, anytime. |
| Office Hour | Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up |
| Office timings and holidays calendar configuration. | Feature allowing configuration based on office timings and holidays. |
| Office/Non office hour welcome and greeting message play as per the calendar. | Feature to provide voice recordings defined as per office hour and holidays. |
| *astTECS IVR | *astTECS Interactive IVR helps build custom made solution based on predefined IVR flow. |
| Database Interaction | Helps to pass and retrieve data from the data base. |
| WhatsApp Integration | Integrate WhatsApp with any Open Source Call Center Dialer Software for Improving a better CX Experience with Customers with Addon Feature, Missed Call Marketing, Customer Support, Alert and Notification. |
| Multiple language support |
*ast C60
Call Center Software +60 Agents/60 Calls +Asterisk 1.8
Call Center Software: 60+ Agents
*astTECS *ast c60 is an Asterisk based call center dialer solution set uop for 60 agents and 60 simultaneous calls. Loaded with Asterisk, Voice Logger and Vicidial call center application it enables the user to enjoy the entire high end call center features like monitoring, Quality Audit, Performance Reporting etc. *ast c60 is a out of the box end to end solution which is easy to install and maintain.
Product Highlight:
- 4U Rack mount cabinet.
- Real Time monitoring.
- Voice Logger In-built
- One year free AMC for the hardware
Product Description for *ast c60
Product Application Scope:
- In-bound / Out-bound telemarketing centers
- Retail Banking
- Mortgage Lending
- Brokerage
- Insurance
- Healthcare Providers
- Healthcare Payers
- Retail
- Construction
- Telecommunications
- Transportation
- Travel and Hospitality
- Education
- Government
Technical Specifications:
INTERFACES:
- Network Interface: 2X Ethernet 10/100 base-RJ-45
- ISDN : PRI interface (optional)
|
PROTOCOLS:
|
|
CODECS: ADPCM, G.711(A-Law & u-Law) G.722, G.723.1(pass through), G.726, G.729
|
|
PRI card : T1/E1 port with optimum PCI interface DIMENSIONS : 2U/4U Form factor chasis POWER : 100-240 VAC, 200 W TEMPERATURE: 0–50°C |
Product Features
| Predictive Dialing | Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability. |
| Manual Dial from Screen | Feature providing direct dialing from screen as per requirement by user. |
| Hang-up/ hold | Feature allowing hangup and hold functionality as per requirement by user and campaign. |
| CTI (Screen Pop; disposition) | CTI feature providing screen pop and disposition assignment to sessions. |
| Agent Presence management | Feature providing ability to monitor presence of agents in contact center. |
| Real time monitoring | Feature allowing for real-time performance monitoring. |
| Reporting | Reporting feature allowing access to various reports generated by system. |
| Contact List Management | Feature allowing dynamic contact list management as per business requirements. |
| Multiple campaigns | Feature allowing the ability to engage in multiple campaigns. |
| Disposition management | Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
| User management and assignments | Feature providing the ability to assign and manage various user access. |
| Conference 3 party | Feature allowing multi-conference functionality up to 3 lines at any given time. |
| *astTECS Call Server | Optimized Call Server for dynamic CTI based systems applicable on each set-up |
| Default Resource Adapter | Resource Adapter feature providing basic call server functionality . |
| Trunks | Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount. |
| Extensions | Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount. |
| *astTECS ACD | Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent |
| Routing Customer calls based on DID; DNIS or ANI | Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents. |
| Routing Customer calls based on CLI | Routing Customer calls based on Caller line identification. Applicable as per inbound agents |
| Multiple queues | Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents |
| Welcome Message | Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent |
| Language and Skill Selection | Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent |
| *astTECS Voice Logger | *astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent |
| 100% recording in raw codec form | Voice Logger Feature allowing recording in codec format to optimize space and quality requirements. |
| Search | Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration. |
| Agent Login | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Put call on hold | Feature for agent to put call on hold as per agent requirements. |
| Transfer calls to another user | Feature for agent to transfer call to other users as per agent requirements. |
| Manually dial calls | Feature for agent to manually dial calls directly from system as per agent requirements. |
| Conference with Customer and other users | Feature to allow conference between agent, customers and other users in contact center as per session requirements. |
| Terminate calls (including conference) | Feature to allow agent to terminate sessions as per requirements. |
| Transfer calls to outside department or contact center | Feature to allow agents to transfer calls as per session requirements. |
| Login / Logout | Login / Logout |
| Receive Calls | Receive Calls |
| Supervisor Login | Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis |
| Monitor user log in/out | Feature for supervisor monitoring to login and logout of users. |
| Supervisor Snoop with agents | Feature for supervisor to quietly listen into customer interactions of agents in real-time. |
| Barge with agents | Feature for supervisor to quickly takeover a call interaction from agents in real-time. |
| Supervisor Confer with agents | Supervisor feature to engage in conference with agents and customers in real-time. |
| Force logout of agents | Supervisor feature to terminate login session of agents as per supervisor requirements. |
| Supervisor Live call monitoring | Supervisor feature to monitor agent customer interactions in real-time. |
| Supervisor Download recorded conversations | Supervisor feature allowing quick and easy downloading of recorded agent sessions. |
| Supervisor Listen to recorded conversations | Supervisor feature allowing quick and easy listening of recorded agent sessions. |
| Monitor live agents and/or Customers through GUI | Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface. |
| Administrator Login | Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis |
| Campaign, Queues and Group Management | Administrator feature to define parameters for campaign, queues and group management as per business requirements. |
| Media context and routing configurations | Administrator feature to configure media context and routing as per business requirements. |
| User Management and Assignment | Administrator feature to manage and assign user privileges |
| Prompt Management | Ability to manage voice prompts. |
| Screen Pop & Integration with 3rd party apps. | Comprehensive screenpop module providing real time access to information through rapid triggers and in-depth definition of information parameters. |
| PHP Default Screen-Pop App (mini-CRM) | Basic screen pop feature providing immediate and updated information to agents. |
| Integration with third party CRM | Integration with third party CRM allows to pop up the CRM to display all customer records. |
| Agent Workbench | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Sign on from web | Feature to allow quick agent login from web based interface. |
| Receive calls along with customer screen-pop | Feature for screen pop application to display customer information to agent instantly as call is received. |
| Assign dispositions to interactions | Feature providing agents the functionality to assign dispositions to customer interactions. |
| Update Customer details | Feature to allow agents to update customer details in real-time. |
| Voicemail | Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up |
| Admin interface to access voicemail | Feature to provide interface for administrator access to voicemails. |
| Send voicemail recording on email | Feature to send voicemail recording on email for easy access anywhere, anytime. |
| Office Hour | Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up |
| Office timings and holidays calendar configuration. | Feature allowing configuration based on office timings and holidays. |
| Office/Non office hour welcome and greeting message play as per the calendar. | Feature to provide voice recordings defined as per office hour and holidays. |
| *astTECS IVR | *astTECS Interactive IVR helps build custom made solution based on predefined IVR flow. |
| Database Interaction | Helps to pass and retrieve data from the data base. |
| WhatsApp Integration | Integrate WhatsApp with any Open Source Call Center Dialer Software for Improving a better CX Experience with Customers with Addon Feature, Missed Call Marketing, Customer Support, Alert and Notification. |
| Multi Language Support |
*ast C100
Call Center Software +100 Agents/100 Calls +Asterisk 1.8
Call Center Software: For 100+ Agents
*astTECS *ast c100 is an Asterisk based call center dialer solution set up for 100 agents and 100 simultaneous calls. Loaded with Asterisk, Voice Logger and Vicidial call center application it enables the user to enjoy the entire high end call center features like monitoring, Quality Audit, Performance Reporting etc. *ast c100 is a out of the box end to end solution which is easy to install and maintain.
Product Highlight:
- 4U Rack mount cabinet.
- Real Time monitoring.
- Voice Logger In-built
- One year free AMC for the hardware
Product Description for *ast c100
Product Application Scope:
- In-bound / Out-bound telemarketing centers
- Retail Banking
- Mortgage Lending
- Brokerage
- Insurance
- Healthcare Providers
- Healthcare Payers
- Retail
- Construction
- Telecommunications
- Transportation
- Travel and Hospitality
- Education
- Government
Technical Specifications:
|
INTERFACES:
|
|
PROTOCOLS:
|
|
CODECS: ADPCM, G.711(A-Law & u-Law) G.722, G.723.1(pass through), G.726, G.729
|
|
PRI card : T1/E1 port with optimum PCI interface DIMENSIONS : 2U/4U Form factor chassis POWER : 100-240 VAC, 200 W TEMPERATURE: 0–50°C |
Product Features
| Predictive Dialing | Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability. |
| Manual Dial from Screen | Feature providing direct dialing from screen as per requirement by user. |
| Hang-up/ hold | Feature allowing hangup and hold functionality as per requirement by user and campaign. |
| CTI (Screen Pop; disposition) | CTI feature providing screen pop and disposition assignment to sessions. |
| Agent Presence management | Feature providing ability to monitor presence of agents in contact center. |
| Real time monitoring | Feature allowing for real-time performance monitoring. |
| Reporting | Reporting feature allowing access to various reports generated by system. |
| Contact List Management | Feature allowing dynamic contact list management as per business requirements. |
| Multiple campaigns | Feature allowing the ability to engage in multiple campaigns. |
| Disposition management | Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
| User management and assignments | Feature providing the ability to assign and manage various user access. |
| Conference 3 party | Feature allowing multi-conference functionality up to 3 lines at any given time. |
| *astTECS Call Server | Optimized Call Server for dynamic CTI based systems applicable on each set-up |
| Default Resource Adapter | Resource Adapter feature providing basic call server functionality . |
| Trunks | Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount. |
| Extensions | Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount. |
| *astTECS ACD | Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent |
| Routing Customer calls based on DID; DNIS or ANI | Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents. |
| Routing Customer calls based on CLI | Routing Customer calls based on Caller line identification. Applicable as per inbound agents |
| Multiple queues | Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents |
| Welcome Message | Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent |
| Language and Skill Selection | Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent |
| *astTECS Voice Logger | *astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent |
| 100% recording in raw codec form | Voice Logger Feature allowing recording in codec format to optimize space and quality requirements. |
| Search | Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration. |
| Agent Login | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Put call on hold | Feature for agent to put call on hold as per agent requirements. |
| Transfer calls to another user | Feature for agent to transfer call to other users as per agent requirements. |
| Manually dial calls | Feature for agent to manually dial calls directly from system as per agent requirements. |
| Conference with Customer and other users | Feature to allow conference between agent, customers and other users in contact center as per session requirements. |
| Terminate calls (including conference) | Feature to allow agent to terminate sessions as per requirements. |
| Transfer calls to outside department or contact center | Feature to allow agents to transfer calls as per session requirements. |
| Login / Logout | Login / Logout |
| Receive Calls | Receive Calls |
| Supervisor Login | Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis |
| Monitor user log in/out | Feature for supervisor monitoring to login and logout of users. |
| Supervisor Snoop with agents | Feature for supervisor to quietly listen into customer interactions of agents in real-time. |
| Barge with agents | Feature for supervisor to quickly takeover a call interaction from agents in real-time. |
| Supervisor Confer with agents | Supervisor feature to engage in conference with agents and customers in real-time. |
| Force logout of agents | Supervisor feature to terminate login session of agents as per supervisor requirements. |
| Supervisor Live call monitoring | Supervisor feature to monitor agent customer interactions in real-time. |
| Supervisor Download recorded conversations | Supervisor feature allowing quick and easy downloading of recorded agent sessions. |
| Supervisor Listen to recorded conversations | Supervisor feature allowing quick and easy listening of recorded agent sessions. |
| Monitor live agents and/or Customers through GUI | Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface. |
| Administrator Login | Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis |
| Campaign, Queues and Group Management | Administrator feature to define parameters for campaign, queues and group management as per business requirements. |
| Media context and routing configurations | Administrator feature to configure media context and routing as per business requirements. |
| User Management and Assignment | Administrator feature to manage and assign user privileges |
| Prompt Management | Ability to manage voice prompts. |
| Screen Pop & Integration with 3rd party apps. | Comprehensive screenpop module providing real time access to information through rapid triggers and in-depth definition of information parameters. |
| PHP Default Screen-Pop App (mini-CRM) | Basic screen pop feature providing immediate and updated information to agents. |
| Integration with third party CRM | Integration with third party CRM allows to pop up the CRM to display all customer records. |
| Agent Workbench | Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Sign on from web | Feature to allow quick agent login from web based interface. |
| Receive calls along with customer screen-pop | Feature for screen pop application to display customer information to agent instantly as call is received. |
| Assign dispositions to interactions | Feature providing agents the functionality to assign dispositions to customer interactions. |
| Update Customer details | Feature to allow agents to update customer details in real-time. |
| Voicemail | Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up |
| Admin interface to access voicemail | Feature to provide interface for administrator access to voicemails. |
| Send voicemail recording on email | Feature to send voicemail recording on email for easy access anywhere, anytime. |
| Office Hour | Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up |
| Office timings and holidays calendar configuration. | Feature allowing configuration based on office timings and holidays. |
| Office/Non office hour welcome and greeting message play as per the calendar. | Feature to provide voice recordings defined as per office hour and holidays. |
| *astTECS IVR | *astTECS Interactive IVR helps build custom made solution based on predefined IVR flow. |
| Databse Interaction | Helps to pass and retrieve data from the data base. |
| WhatsApp Integration | Integrate WhatsApp with any Open Source Call Center Dialer Software for Improving a better CX Experience with Customers with Addon Feature, Missed Call Marketing, Customer Support, Alert and Notification. |
| Multiple language support |
