Skylux Inc
3-D Pamela Lane
Rochester, New York 14618
USA
Phone : +1 (585) 233-7601
info@skyluxinc.com
Skylux Telelink Pvt Ltd
#999-A/113, 2nd Floor, 2nd Cross
4th Block, ESI Road, Rajajinagar
Bangalore - 560010
India
Phone : (080) 51277538 / (080) 51277539
Fax : (080) 51277540
info@skyluxinc.com
* The multi-vendor environments found in a traditional contact center are becoming increasingly expensive to design, implement and manage. Multi-vendor environments require integration of the PBX, ACD, IVR, fax server and the hardware for managing e-mail, web interactions, reporting and logging. With this All-In-One solution Skylux lets our customers concentrate on their key business activities rather than technology integration.
* Customer doesn’t have to buy license from multiple vendors.
* Buying one new license from Skylux is significantly less expensive than buying licenses from multiple vendors. Our affordable license is approximately 5 to 10 times cheaper than traditional call center seat license.
* One of the most difficult aspects of multi-vendor solutions is trying to synchronize capabilities across multiple systems without affecting one another, while adding a new feature. On the other hand with our solution no such uncertainty exists and no further integration testing effort is required for implementing a new feature.
* Simplicity of having one point of contact when something goes wrong without chasing multiple vendors often without results.
Features
TeleContact includes many powerful applications to manage customer interactions among various channels. These include:
* Inbound Call Module - Intelligent Automatic Call Distribution(TeleACD)
* Automatic Outbound Dialing Module links with Marketing Campaign (TeleDialer)
* Call Recording Module (TeleDRS)
* Comprehensive Contact Center Management Reporting System (TeleAnalytics)
* Interactive Voice Response (IVR) and Application Generator (TeleAPG) for call flow control design and easy system integration
* Configurable Skills-based Routing for all incoming media request
* Agent and Contact Resources Monitoring
* Fax Integration
* Voice Mail
* Unified Messaging System (TeleUMS)
* Remote System Administration
* TeleWEB (Web Callback, Web Chat, Web Collaboration)
* Automatic Email Response (TeleMailer)
The products are
Automatic, intuitive call distribution module to optimize system resources utilization and increase customer satisfaction
Features
Skill-based routing to most suitable agent using configurable routing algorithms
Integrate with external Chairman data to display customer information
Silently monitor, coach, and barge-in or initiate call recording
Real time monitor of queues and agent status statistics by period, shift, and day
Multi-tier Dynamic Call queue management
Reprioritize based on holding time and weighted call priority
Configure maximum calls in queue and multiple overflow queues by skill set group
Wait-Time Threshold and Super Queue for supervisor s action
Multiple Reader Boards displaying real-time agent status, agent queue, and related information
* Configurable caller priority settings to reduce wait-time for VIP callers
* Remote system administration via standard web browsers
Simultaneous call transfer and data forwarding
Customizable music and announcements when on-hold
In Queue Call Back option to leave call back number
Call Blending
* Switch agents between inbound and outbound calls
* Switch calls between agents and IVR scripts
Contact center reporting for comprehensive statistics at your fingertips
Features
Agent Performance (during any given time interval)
Agent Performance Trends (by queue)
Cumulative call and average talk time by agent
Average wait time and call volume (during any
given time interval)
Call volume by caller ID
Abandon calls (during any given time interval)
Inbound call trends
Outbound call trends
Queue time comparison
Service level
Campaign reporting
Predictive dialing module to provide proactive customer contact and increase agent productivity
Features
Predictive dialing based on average call handling time, average ringing time, and current status of agent call
Other dialing options include
* Preview dialing enables agent to preview call before calling
* Confirmed dialing ensures agent's availability before calling
* Manual dialing provides built-in directory for click-to-dial
* Power dialing based on predefined line-to-agent ratio
Smart dialing based on customer information such as time zone, multiple telephone numbers, and preferred calling time
Track call abandonment rate to adjust outbound calling rate
Call Blending
* Switch agents between inbound and outbound calls
* Switch calls between agents and IVR scripts
Play recorded greeting while call is being distributed
Voice Mail configuration to leave voice message
Fax tone detection
Track last call status for redial attempts
Digital Call Recording System to monitor service quality
Features
Record incoming and outgoing calls
Search for calls by date, time, phone numbers, or extension numbers
Provide player with pause, skip, fast forward, and rewind features
Replay while recording
Export voice files for archiving
Flexible storage options
Retrieve archived calls for reference
System security and data protection for retrieving recorded data
Web-based communication - the internet dimension to contact center solutions
Web Callback for customers requesting a phone call from a web site
Web Chat for real-time text messaging between agents and customers
Web Collaboration for synchronized, shared navigation between agent and customer
Email management application engine to address customer email inquiries with a personalized response
Features
Target customers via outbound email campaigns
Intuitive rule-based engine to automatically distribute messages
Generate automated responses to be dispatched on approval
Automatically distribute messages to agents based on blending criteria
Provide templates for responses
Integration interface to easily integrate into other enterprise solutions making TeleContact a highly scalable solution
IVR via TeleAPG
TeleContact includes a powerful script application generating tool (TeleAPG) with an intuitive point-and-click interface to create a complete IVR ranging from simple pre-recorded greetings to complex flows.
Contact Manager Integration
with Microsoft Outlook and personal information management software like Goldmine to display customer information.
]]>We provide a industry standard Customer Relation Management (CRM) Software for sales automation, lead generation and order tracking etc, which can be tailored for your need. We have a ready to use Help Desk application for the ever changing customer support world. More over, we have a large pool of quality development, design and testing resources to deliver a product that will meet your business and technical needs completely.
]]>Our workforce management solution suite which is conceived and developed by our own consultants, comprises a call volume forecasting module, Scheduling module, Schedule compliance monitoring module and a reporting and analytic intelligence module; each module customized to maximize the efficiency and ROI. Added features include online communication between the schedulers and the staff to minimize the time to finalization of the schedules.
Call volume forecasting
Our forecasting module uses advanced algorithms and functionalities that can predict call volumes in specified time intervals with high accuracy. The graphical interface provides ease of use, editing and adjustment features. The forecasted call volumes are then converted into staffing requirements keeping in mind the service levels, agent occupancy, etc. The module can be automated to accept data from a variety of switch databases and produce forecasts for further use.
Scheduling
The scheduling module employs state of the art optimization technologies and can optimally schedule the staff to meet the service levels as well as meet the complex staff constraints such as staff availability, lunch/tea breaks, weekly part/full time hours, training needs, vacations, skill levels, seniority, etc. and yet minimize the staffing requirements.
The module can manage both inbound teams and blended (inbound + outbound) teams. The added features include the ability to manage absentee based rescheduling, or emergency rescheduling in view of unexpected call surges. The schedules generated are editable.
Schedule compliance monitoring
This module helps further enhance the benefits gained from optimal scheduling by monitoring the staff’s compliance to the schedules, and report on the compliance and other metrics, e.g. live reporting of service levels, agent occupancies, etc.
Reporting and analytic intelligence
This is a customizable module that allows the users to develop their own standard or ad-hoc reporting to include forecasts, schedules, etc. One can also compare various parameters and metrics across multiple teams, or groups within a single team.
]]>To the extent permitted by law, the Skylux Inc does not guarantee or warrant that the website will be uninterrupted, without delay, error-free, omission-free or free of viruses. Therefore, the information on this website is provided on an as is basis without warranties of any kind, express or implied, including accuracy, timeliness and completeness. Materials on this Website may not be modified, reproduced or publicly displayed, performed or distributed or used for any public or commercial purpose. You are solely responsible for the actions you take in reliance on the content on or accessed through this Website.
All links and references to other websites are provided for convenience only and do not represent an endorsement by the Skylux Inc of those websites of any information contained on those websites, nor of the organizations people products or services referred to in those websites. The Skylux Inc does not control and is not responsible for any of these websites or their content.
]]>To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.
The Way We Use Information:
We use the information you provide about yourself to provide services. We do not share this information with third parties except to the extent necessary to complete your request for our services. We use return email addresses to answer the email we receive for tech support, customer service Such addresses are not used for any other purpose and are not shared with outside parties.
We never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.
Third-Party Websites
This website may provide links to third-party websites. Any such links are provided solely as a convenience to you. Skylux Inc has no control over these websites or their content and does not assume any responsibility or liability for these websites. Skylux Inc does not endorse or make any representations about these websites, or any information, materials, or products found thereon.
How To Contact Us
Should you have other questions or concerns about these privacy policies, please send us an email at webmaster@skyluxinc.com
]]>Be it a call center or any other business, Skylux can help you with specialist, tailor made, end-to-end, Business Intelligence services ranging from Corporate Data Warehousing, to advanced Data Analysis and Data Mining.
Skylux Data Warehousing services range from readiness evaluation, data quality enhancement, efficient ETL, optimal data modeling, optimal OLAP and reporting strategy in a scalable, living and adaptable architecture. We have a unique and efficient Data Warehouse delivery model based on years of experience of our expert consultants that includes focused requirements analysis, project management, documentation (project and technical), testing, delivery and user training.
Even if you have a running data warehouse we can evaluate the ROI and maximize the utility and efficiency of your data warehouse.
Skylux Data Mining services can help you uncover unexpected and hidden wealth of patterns in your valuable corporate data that can be used for significant and measurable competitive advantage. Routine and ad-hoc reporting cannot discover potential hidden patterns in data and that’s where Data Mining and other powerful predictive modeling techniques from Skylux can help.
To learn more about each solution click on the related links.
]]>We know that in the world of call centers, customer care is a critical competitive edge. We also know how you handle one excellent customer relation at a time.Your facility and networks shouldn't take away your key focus - extraordinary customer care. That's why we offer a complete contact center solution that plays well with just about any network and lets you get right to your business - whether you have a few agents or several hundred agents spread over several locations - powerfully, flexibly and reliably.
Our onebox Call/Contact Center solution is completely modular, it lets you add all the bells and whistles you need as you grow your agent pool from several agents to several hundred. The simplicity of our solution allows you to transform all your agents into one single easy-to-manage single pool while allowing you to monitor their real time and historical performance with our top of the line reporting tools.
With a centralized, easy to use and integrated interface your business will maximize resource utilization. The intuitive interface allows you to make 'one-time one-place' data updates that are immediately applied throughout the system, including the ability to alter agent profiles for skills-based routing to match resource to need.
Since the agents are managed as a single pool - regardless of where they are in the network - the agents across the country can help with off hours, peak volumes and any special situations. They also benefit from immediate access to an always available system with better, more tightly integrated customer information.
Your customers can choose the best way they'd like to interact-voice, IVR, email, Web and fax ...
For more details about Call Center products click here or mail to info@skyluxinc.com
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Corporate Brochures
e-Commerce Websites
As an active organization you are gathering a large amount of data and will continue to do so. You are even spending a lot of efforts on generating reports from the varied data sources. Through our Data Warehousing services now you can integrate it all in an efficient architecture to leverage the data to produce ′on-demand′ reports and analysis. Taking the analytical edge further, you can also integrate advanced analytical practices (such as Data Mining) seamlessly into your data warehouse, for maximum leveraging of your data assets.
Building a scalable, adaptable, flexible and ′living and growing′ Data Warehouse takes a lot of thoughtful efforts, far reaching decisions, and carefully planned phases of activities. The stages of a full-fledged corporate Data Warehouse could include: readiness assessment, data quality enhancement/management, efficient ETL, optimal data modeling, optimal OLAP and reporting strategy, effective Data Warehouse administration/maintenance/growth, etc.
Readiness assessment services
Talk to SkyLux to find out how best to exploit your existing data, IT, and people resources to develop a very effective BI infrastructure. Our expert consultants can quickly assess the business needs, quality and value of data and the best strategy for implementation. We can help you assess a variety of aspects of your organization’s business intelligence needs even if you already have a data warehouse in place or your organization is currently in the process of building one.
Data quality enhancement services
One of the key ingredients to a successful high ROI high utility Data Warehouse is clean, consistent and usable data. Talk to SkyLux to assess your data to make best use of it as well as to develop strategies to help your organization collect quality data both in the context of a Data Warehouse or your enterprise data quality drive.
Data Warehouse implementation
Through years of experience SkyLux consultants have developed an efficient Data Warehouse implementation and delivery model that includes best practices in focused requirements analysis, technology solution development, project management, documentation (project and technical), testing, delivery and user training. The technology solution phase itself is further phased into optimal data modeling, efficient ETL, optimal OLAP and reporting architectures, etc.
Data Warehouse delivery
Sklylux can deliver results through best practices in technology, project management and careful planning; all tuned to the specific idiosyncrasies of Data Warehousing.
Our Data Warehouse architecture allows for high efficiency, reliability/consistency, speed, flexibility, scalability, manageability, personalization and integration.
We can manage implementation on a variety of platforms and systems including relational database systems and flat-file type databases, to exploit data from a variety of sources and to deliver results to a variety of end user needs.
ROI/Technical evaluation of existing DW
Whether you have an existing data warehouse or are building one we can help you assess the ROI from your business intelligence setup. We can make a detailed analysis to suggest improvements that make a visible difference to the utility and ROI of your efforts.
As the volume of business data grows, chances of missing potential new and useful relations and patterns hidden in the data will also grow - even with extensive reporting practices in place. One needs advanced analytical techniques to uncover hidden patterns in your data. SkyLux consultants are very experienced in developing and integrating advanced techniques such as predictive modeling, forecasting, optimization, etc. into your existing infrastructure to truly leverage the corporate data and to enable the business users and analysts to work in synergy. Such techniques have proven to be of immense use in developing new marketing strategy, understanding the customers better, predicting business scenarios (e.g. scoring your customers for credit worthiness, or customer retention, etc.), product and service innovation, etc. Talk to Skylux to find out what’s possible with your data.
]]>TelePCX provides flexible call handling, call routing, and call management to handle calls for nearly any condition. An incoming call can be answered by an operator, Auto Attendant or directly routed to an Interactive Voice Response (IVR) answer sequence. Call Management allows users to set functions such as Call Screening or Call waiting. You can route calls to a designated number thru Call forwarding, Message notification or One number follow me. Auto-least-cost-routing sends calls via the cheapest telephone company service using the data preset in the TelePCX server. TelePCX allows you to handle calls as your business and employees require.
You no longer have to wait for the costly service calls from your PBX provider. TelePCX provides you with a GUI-based "configure & tool" function that allows you to easily self-maintain and set up the system.
It is no longer cost prohibitive for small to medium sized business to obtain Customer Relationship Management and to provide responsive/interactive customer service. TelePCX is a One-Box communication platform that can be expanded and customized for integrated computer telephony applications. Applications like Virtual Extension, Office Hoteling and Secretarial Service provide the mobility, manageability, flexibility, expandability, and reliability for business communication.
TelePCX provides the interface options for VoIP, T1/E1, /PRI/BRI, and Analog trunk lines within the same architecture. By adding PBX cards, you can upgrade your PBX from analog trunk to T1 trunk using the existing system equipment. The smart infrastructure of TelePCX allows the inter-communication between different types of interfaces (trunk, extension, and VoIP ports). This facilitates a unique Multi-location architecture, WorkAnywhere capability, and Conferences through VoIP, etc.
Web based remote setup and configuration capabilities allow for easy remote management. Performing common tasks like moves, additions and changes is easy and intuitive.
Reliability You Can Count On
The TelePCX System is purposely built for reliable communications. It is based on Windows 2000 Server Appliance Kit, which includes only system-critical components to improve system stability and reliability. The capability of automatic hardware system monitoring enhances the system's reliability.
Expandability - Lets You Start Small and Grow
TelePCX allows business to upgrade from analog trunk interface to T1/E1/PRI/BRI digital trunk interfaces with an affordable price. Starting from 4 trunk lines with 8 extensions, TelePCX can be flexibly, incrementally, and cost-effectively expanded to 48 trunk lines with 144 extensions. By applying the add-on switch box ES-0030, TelePCX can further expand to 238 trunk lines with 616 extension lines in a single PC. When one chassis is not able to accommodate all devices required, multiple chassis can be stacked to work as a single switch system. A business will never outgrow the TelePCX system.
Open - Meets your changing business needs
With TelePCX, you keep your options open. TelePCX is an open system that lets you easily enhance and expand your business communications capabilities at any time.
Geographical communications are no longer hindered by costly Centrex or tie trunk systems. TelePCX with its integrated VoIP functions allow for boundary free communication between headquarters and all remote offices: The PBX systems in different offices work as a single server and all employees are connected under one dial plan regardless of location.
Employees Work under One Dial Plan
Geographical communications are no longer hindered by costly Centrex or tie trunk systems. TelePCX with its integrated VoIP functions allow for boundary free communication between headquarters and all remote offices: The PBX systems in different offices work as a single server and all employees are connected under one dial plan regardless of location.
Toll savings with IP Telephony
TelePCX uses intelligent IP telephony gateways to create a virtual voice intranet, supporting remote calling capabilities to provide an IP telephony toll bypass applications. A PBX extension in New York can make a call to a local business in Singapore through the Internet-connected PBX in the Singapore office.
Multi-Location PBX through Internet/Intranet
The Multi-location PBX architecture will make the PBXs in different branch offices work like one single PBX. By grouping the extensions, communications between distant branches are just as simple as that of in the same office.
Work Anywhere
The cost-effective & efficient WorkAnywhere solution links the remote VoIP device (IP-phone or soft-phone) and the TelePCX system through the Internet by DSL/Cable modem. The IP-extension is provided with the same features used in the main office.
TelePCX supports a web-based unified messaging system - TeleUMS to handle all e-mail, voice mail and fax messages. More powerful than other Unified Message Systems, TeleUMS supports server-to-server connection through the Internet. You can send faxes from any Windows applications such as MS Word, Excel, or PowerPoint to your branch offices via the Internet. Users can retrieve voice and fax messages remotely by using telephone or fax machine. In addition, users can access TeleUMS web site from anywhere in the world using a standard browser to retrieve voice, fax, and e-mail messages. Combining with the "One Number Follow Me" PBX feature, TelePCX keeps the on-the-road employees connected all the time.
TelePCX system provides multiple choices for phone sets to fulfill to your operation's needs: the standard analog phone set, advanced Analog Display Services Interface phone set, IP-phone set, on-screen IP-based soft-phone, and on-screen User Console. From large scale companies with hundreds of extensions to the specific departments (e.g. help desk, technique support) with 4 or 5 extension users, or SOHOs and remote workers; TelePCX's phone set flexibility can be used in all situations to fulfill communication needs.
Powerful PBX functions
* Auto Attendant / Company Greeting / Music or Message on Hold
* Advanced Voice Mail Features
* Personal Call Management
* Call Conferencing includes up to 6 external parties and multiple groups.
* Call Screening by message, callers' name, or caller ID
* One Number Follow Me
* Personal Instant call Recording
* Web-based UMS (Unified Messaging System)
* Phone set message light
* Least-Cost-Routing
* Basic ACD (Automated Call Distribution)
* Fax Function Ready
* ADSI phone and Cordless phone
* Bi-lingual Greetings
* Multi-company, Departmental Routing
Advanced Voice Mailbox Functions
* Caller ID Call Back
* Message Notification (voice, pager, email, SMS) with screening
* Access trunk line
* Retrieve voice mail via email
* Adequate voice ports allows non-broking voice mail access
* Message Time Stamp
* Message Playing Sequence (last in first out, first in first out)
* Fast Forward / Rewind / Skip Messages
Skylux Inc
3-D Pamela Lane
Rochester, New York 14618
USA
Phone : +1 (585) 233-7601
info@skyluxinc.com
Skylux Telelink Pvt Ltd
#999-A/113, 2nd Floor, 2nd Cross
4th Block, ESI Road, Rajajinagar
Bangalore - 560010
India
Phone : (080) 51277538 / (080) 51277539
Fax : (080) 51277540
info@skyluxinc.com