The Tristar Communications Call Center
Application Server is designed for the one seat call center, to a several thousand seat call center. This sophisticated, yet flexible system can be deployed as a stand alone solution which would replace any existing system that is being used, or an integrated solution to compliment an existing system, which may not have all of the feature sets, signaling protocols, or licenses available. The Call Center Solution may be deployed locally on site, or as a hosted solution in a Secure Telco facility. Any way it is deployed, Tristar’s solution is a fully managed and supported solution. Call Centers around the world have found the Tristar Call Center Solution to be of the most feature rich, customizable, flexible, scalable, and cost effective solutions available. The Call Center Application Server has so many features that it is not feasible to list all of them, however, below you will find a list of some of the most commonly used features. Ask your Tristar representative about any other feature you may need, and chances are, it’s in there.
This Tristar Call Center solution is designed for Inbound, Outbound, and Automated Call Centers of all sizes.
System Design: The system is made up of three easy to use GUI interfaces. One of the powerful features of the Tristar System is that these screens are accessible and manageable from any where in the world, using an internet connection and web browser. 1. Administrative Interface: This is where an administrator adds and defines agents and their skill sets, ACD Groups, campaigns, lead lists, IVR functions, on hold adds, call flow rules, Pop up menus, run real time reports, and all other company wide administrative features and functions.
2. Agent Interface: This is the screen that agents log into. This is simple and easy to use and gives the agent a 360-degree view of all that is needed for the call flow. When a call is connected, the agent will see all the information, which the administrator allows, about the connected party. (Ex. Name, Address, Phone #, lead source, etc.) They will then have an optional pop up screen, which can be purely text based or web interactive bases, for filling in information. The screen allows the agent to place caller on hold, transfer to a manager or third party verifier, and many other options. The agent can set the disposition of the call (Ex. Schedule call back, not interested, made the sale, etc.).
3. Manager Interface: This is where a manager can view all real time calls, monitor all the agents and their calls with features such as barge in on a call, take control of a call, transfer a call, record a call, and much more.
Supervisor Features:
¸ Monitor Calls: Done locally or through an IP connection anywhere in the world.
¸ Record Calls: All Calls Recorded, or record on demand (by agent or supervisor)
¸ Web Based Admin: Easy to use GUI interface accessible from anywhere in the world (on site or
off-site).
¸ Barge: Join a call or take over a call, at the press of a button.
¸ On Hold: Place call on hold
¸ Admin Changes: Change administrative features real time.
¸ Real Time Statistics: Vital information such as call handling quality, average on-hold time, number of abandoned calls by time-of-day, total number of employees with particular skills available to take a call – have this ability across multiple locations, viewable as one unified report?
Automated Agent System: Save money per seat and complement Live operator services with automated operators through a state of the art interactive voice recognition system, you can know call thousands of people simultaneously. Tristar’s advanced detection can easily determine if the person answering is a live voice, answering machine, or even fax machine.
This is excellent for surveys, public messages, charitable organizations, right party verification, soft- collections, appointment confirmations, fax blasting and fax on demand and so much more.
It is so intelligent that it can do the following:
Play a message or have a multilayer interactive conversation with the live person.
If an answering machine is detected, it will, with your option, leave a specific message for voice mails. When a fax is detected, it may flag the call as a fax for your database, or send a digital fax to the recipient’s machine.
All calls can be optionally recorded. Recorded calls can be played back though streaming audio from a web site.
Details statistics and reports are available at any time, and can be sorted and filtered by Name, Address, Number, Time of Call, Call Attempt, Responses to Survey questions, or any other statistical information.
You can have a complete sales call made with automated third party verification. After a sale has been made to your customer, you can follow up with an automated survey to determine the quality of the contact experience.
System Features:
Automatic Call Distribution: Automatically transfer calls to groups of qualified agents, and have the next available agent pick up. Skills Based Routing: Based on phone number or IVR responses, route calls to individuals or groups. Example: (Sales, Language, Location, Campaign, Etc.) Route Traffic: To different locations, back and forth, or with in the same location. Base it on time of day or skill Set.
PSTN or VOIP: You can send and receive calls via Voice over IP (VOIP) or with traditional PSTN phone lines. Call Back: Allow customer the opportunity to request a callback.
Unified Messaging:
Voice mail: Receive Voice Mails as an email. The name and number caller ID are enclosed in the body of the email.
Text to Speech: Have type written messages converted to speech for your clients to hear.
Speech Recognition: Have clients communicate verbally with an automated IVR system.
Multiple languages Supported: The system can support all languages at an IVR level, and most major languages from a text to speech and speech to text.
Scalability with a hosted solution: With a hosted solution, you can scale up or down the amount of seats and phone lines you need on demand. Have you ever wanted to test a campaign on a short-term basis, but don’t want to install additional phone lines, or add expensive seat licenses. Well with a hosted solution from Tristar you can now increase lines and seats, virtually on demand, and pay as you go. Scale up or down, as your business needs scale, without large up front costs or long term commitments.
Tristar makes it easy to grow your business. You always get the “State of the Art” system, without having to pay big upgrade fees, or large upfront costs. We allow you to focus on your business, while we focus on the Call Center Applications needed for your company’s growth.
Cost of Integrations: Is it too costly in terms of time and technical costs to integrate your IVR, ACD and database together? Let Tristar's system do it for you.
Customize on-hold announcements: This can be based on the caller profile, campaign or what they have purchased in the past
Remote Access for managers: With a simple to use web browser and IP telephony, managers can remotely monitor any call being handled by their department representatives?
Screen Pops: Save time off your calls by having screen pops and give the Customer a quicker, more informed personalized experience.
Telecommuting: Agents can now work from anywhere, but operate as though it was one system and on any campaign. Wouldn’t it be great to have a 24/7 shift for one campaign with agent’s working in the most cost effective matter? With a soft phone and secure IP connection, now you can have agents working from home, from any country, at any time, just by simply logging into the system. Again, managers can control and monitor all calls from any where in the world. Think of the cost savings and scalability. Have agents work from home. Pay for time only, or commission only. Have multiple language support in different countries. Have 24/7 coverage, by rotating agents across the globe. Route calls based on language or time of day.
Web Site Integration:
Click to talk from your web-site, using IP Telephony. Click to Call Back from your web-site using PSTN.
Sales and Order Processing:
Would the following automation help your business?
Auto Dial Sales: Automatically generate outbound calls to customers whose subscription is expiring and help them renew?
Fax on Demand: Offer your customers a fax on demand service based on campaign, client information, or specific product information.
Fax to email: Inbound faxes, such as orders, could be converted to emails and routed to the right skills-group for processing that order or fax. What if those people didn’t have to get up and check the fax machine all the time, or have faxes get lost in the shuffle. Faxes can be distributed to multiple emails.
Support and Customer Service
Would you like to send a mass voice message to your all or a portion of your customer base?
Schedule a maintenance window or call. Announce a new product or product they may be interested in, based on past buying experience.
What if you could route your toll free calls to an offshore location in order to better support a foreign-language speaking market, or to have round the 24/7 coverage by time zone? Reports and Notifications: Through proper reporting, mangers could view call detail reports, which allow them to scale agents up or down, to accommodate call volume.
Would you like your customers to be routed to the last representative with whom they spoke?
Would you like to provide customers with their account balance, without a live operator.
