Predictive Dialers,Call Center Systems / Contact Center Systems

Redefining Call Centers

Small and medium businesses have never been in a position to consider call centers an option — until now! No longer are call centers the exclusive domain of telemarketing organizations and large corporations. If your company has a sales and customer support department with high volumes of inbound and outbound calls, you can now take advantage of affordable call center capabilities.

With AgilentTech’s call center solutions, thousands of small- and medium-sized businesses are now able to benefit from advanced call center features and capabilities. AgilentTech's Call Center Edition and HUD Agent work together to help your organization increase customer service, reduce costs, and enhance management and reporting.

Increase Customer Service: AgilentTech's CallCenter Systems with HUD Agent allows you to distribute calls efficiently and provide better customer service.

• “With AgilentTech's CallCenter Systems we were able to keep our call center operations in house, which meant we could provide higher levels of customer service and maintain better control of our sales and marketing efforts.”
  — Teleconnect

  Call Queues manages how calls are prioritized and routed. Create limitless queues and personalize each with audio announcements, music on hold, hold time announcements, limits on wait times and call volumes in the queue. You can also control the time between calls for each agent and more.

• Automatic Call Distribution allows you to automatically route calls to appropriate agents, determine how calls get distributed, and direct callers to different call menus based on the telephone number they call. You can also choose round-robin distribution; ring all; ring agents in order; or ring randomly skills-based routing to ring your best agents first.

• CRM Integration facilitates efficient customer service in the call center environment and helps sales reps close leads effectively. AgilentTech's Call Center Edition with HUD Agent integrates seamlessly with web-based CRM systems such as SugarCRM, and Vtiger. Incoming calls initiate web searches, CRM lookup, and ticketing lookup based on Caller ID, ensuring that agents have full customer information at their fingertips before they answer the phone.

Improve Efficiencies and Reduce Costs: AgilentTech's Call Center solution saves your business money while increasing the overall efficiency of your operations.

• “We chose Agilent Tech's based on price and functionality. Call Center Edition included all of the standard call center features we needed, such as recording inbound calls and call queues, at 1/6 the price of Avaya.”
  — GlobalConnectEsolutions.com

  Mobility/Distributed Call Centerslower operating costs and enhance productivity. Call Center Systems with HUD Agent lets you build virtual call centers with remote agents and enables agents to take calls from their cell phones or analog home phones when they are out of the office.

• Operator Panel provides real-time call controls that let you know which agents are on the phone and to whom they are talking. Additionally, calls can be dragged-and-dropped to an agent’s extension, voicemail, or to a personal or company-wide hold area.

• VoIP Ready with PSTN Rollover lets you to move to VoIP with all its cost advantages, while ensuring unbroken connection, in the event of Internet outages. (For more details on ensuring that your company is ready for VoIP.

Enhance Management and Reporting: Call center reporting capabilities gives your sales managers and marketing teams the call reporting information they need to manage properly and make better decisions.

• Real-Time Reports provide accurate, up-to-date information about your call center activity. Agilent Technologies Call Center systems with HUD Agent gives you extensive company-wide reports, including number of callers in your queues; wait times and drop-off rates; agents logged in; agents on calls; and call logs detailing inbound, outbound, queue, and abandoned calls.

• Call Monitoring and Barging enables background call monitoring for training and regulatory purposes. You can also actively barge calls for better customer service and handling of complaints. Agilent Technologies Call Center systems with HUD Agent has permissions built in so that only selected employees can monitor and barge calls.