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Inbound and Outbound call centres are heavily dependent on a robust, secure and stable telephone system. Even the slightest downtime can have a serious effect on supplier to customer relationships. pbxnsip IP PBX offer the option to deploy backup servers pre-loaded with pbxnsip software, paired with a resilience license which is bound to a USB dongle. This solution offers a plug and play fail over in case of hardware failure. Within minutes the backup server can be up and running meaning the interruption is minimal.
Call Recording tools and pbxnsip SOAP CDR Mechanism are two available features that are essential for a community of telephone users that need monitoring application and report generation software to track business activity. It is important that the agent has the correct training and support when part of a company dependent on their telephony representation. Barge In, Listen and Whisper are all very important functions of the pbxnsip IP PBX Phone Systemthat enforce the users integrity on the telephone.
For Example
A management team can playback recorded conversation between the caller and the agent when handling complaints or enforcing disagreements over conversations.
Barge In allows the manager, company owner or a designated member of a team to push in to conversation if there is abusive behaviour and handle or terminate the call.
Listen is ideal for monitoring purposes, a managerial team can track their agents conversations to ensure correct business practice
Whisper allows the agent to take advice from another member of the team who is also listening to the call whilst still holding a conversation with the inbound caller, however the caller cannot hear the internal audio.
pbxnsip appreciate that companies have their own call data reporting systems in place and tried and tested management structures, so using pure SIP protocol pbxnsip software can be integrated with CDR applications that communicate using SIP. This not only reduce the costs of purchasing a new system but also saves in implementation and training on new system infrastructure.
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