agenTel

agenTel is a software-based contact center solution that offers you the opportunity to use contact center technology in a cost-efficient way.

agenTel handles your incoming calls, emails and faxes 24 hours a day, 7 days a week and routes them to the most appropriate agent depending on the needs of your customers and the skills of the agents.

agenTel outbound campaigns feature is great for organizing marketing campaigns or maybe you simply want to contact your customers to get their feedback? Count on agenTel to keep track of all your incoming calls, mails, faxes and your campaign calls.

agenTel is aimed at helping companies achieve a high degree of quality in customer interaction and develop and manage profitable customer relationships over time.

When receiving a new contact (call, email or fax) the agent immediately gets all the information related to the contact and the customer to whom it belongs (CRM integration). In this way, agenTel improves your relationship with your customers by giving a faster response by the right person, automated self-service with voice mail and database query possibilities even when calling during non-office hours, providing a 24hr service.

'Easy to set up and use - Flexible - Very high compatibility with most often used PBXs and databases.

The way the incoming contact and outgoing campaign calls are routed to the agents is crucial in a good contact center. Calls (and orders) can be lost since customers do not accept having to wait too long. Callers will be displeased if their call is routed to the wrong agent, who for instance doesn't speak the right language.

The routing mechanism of agenTel is based on skill based routing, time based routing and agent based routing .

Skill based routing makes sure that if your contact is a Spanish speaking person, calling or e-mailing about a technical problem, his/her question will be transferred to an agent who has a high level of skills in technical issues and good knowledge of Spanish.

Time based routing will make sure that contacts will not have to wait a long time, while agent based routing will take care of balancing the load evenly over all available agents.

The balance between these types of routing can be configured in a very flexible and user-friendly way.

Additionally, agenTel provides a set of real-time and statistical tools that allow you to monitor and manage the communication traffic in your company.