Call Center Suite

The All-In-One complete Customer Call/Contact Solution at a fraction of the cost of comparable systems.

Skylux is following a strategy of being a one-stop shop for all the contact center requirements, as opposed to integrating several independent systems. This strategy will benefit customers as follows:

  • 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 does not 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

Our Call Center Suite includes many powerful applications to manage customer interactions among various channels:

  • Inbound Call Module - Intelligent Automatic Call Distribution

  • Automatic Outbound Dialing Module links with Marketing Campaign

  • Call Recording Module

  • Comprehensive Contact Center Management Reporting System

  • Interactive Voice Response (IVR) and application Generator for call flow control

  • Design and easy system integration

  • Configurable skills-based routing for all incoming media request

  • Agent and contact resources Monitoring

  • Fax server

  • Voice Mail

  • Unified Messaging System

  • Remote system administration

  • Web callback, web chat and web collaboration

  • Automatic email response

The products are

Customer Interaction Center :

Customer Interaction Center (CIC) is a comprehensive, easily implemented contact center solution that lets all types of businesses manage all types of customer interactions -- from phone calls and faxes to e-mails and Web interactions. In other words, CIC focuses on customer contact management so agents can focus on providing quality service, and so contact center supervisors can focus on maximizing agent performance. In one software solution, CIC bundles what most contact centers need to elevate the service experience for every customer who contacts them. CICs all-in-one design requires no separate boxes, interfaces and applications, and even removes the complexity often associated with CTI. Best of all, CIC is ready to use with no complex customization or administration needed, since CICs built-in components and seamlessly integrated add-on applications give your contact center everything in one complete solution.

Features

  • ACD with universal queuing

  • IVR

  • Screen pop

  • Multi-site routing


Key benefits
CICs proven design and open software architecture leads to benefits unique in the contact center industry:

  • Faster return on investment by leveraging CICs unmatched contact center functionality. Even use CIC as a total communications solution that works with your existing PBX or completely replace it and add unified messaging and presence management throughout your organization for increased performance and productivity.

  • Increased customer satisfaction with call routing, quality monitoring and self-service options that produce the customer experience you really want.

  • A lower total cost of ownership by using a single administrative interface for PBX, ACD, outbound campaigns and call recording strategies. Train agents, supervisors and other business users on one set of applications. Unify call center reporting and more.

Interaction Dialer :

The Only Solution You Need for Outbound Campaign Management.

Successful outbound campaigns can supercharge any business objectivewhether its increasing sales, confirming appointments, or attracting attention to various issues. By combining Interaction Dialer with the Customer Interaction Center (CIC) from Interactive Intelligence, organizations get a powerful outbound and blended campaign management solution for power, preview, and predictive dialing, along with inherent interaction blending, Web-based call scripting, multi-site campaign management, comprehensive campaign staging, and Telemarketing Regulatory Compliance options. But Interaction Dialer doesnt stop there.

Features

  • Campaign management and work scheduling

  • Telemarketing Regulatory Compliance options

  • Outbound dialing

  • Inbound/ outbound blending

  • Extensive supervisory and reporting tools

  • Multi-modal campaigns

  • Contact policies Key benefits With features that are more comprehensive than nearly any other outbound campaign management solution, Interaction Dialers benefits get right to the point youd expect them toyour bottom line:

  • Faster return on investment by building the most efficient and effective campaigns ever using a pre-integrated solution with powerful campaign controls. Seamlessly integrate call recording, sales verification and other capabilities so your company can realize an ROI in months vs. years.

  • Increased contact success rates, whether your goal is to increase sales, collections or other contact objectives. Interaction Dialer helps you exceed goals with automated workflows, complete call analysis and contact-by-contact dialing control.

  • Improved agent utilization via campaign staging for more precise dialing. Combine with inbound/ outbound call blending, and increase agent productivity while still focusing on service level goals.

  • A lower total cost of ownership, since Interaction Dialers simple and unified administration lets you control telephony, agent, queue, campaign, recording, reporting and more.

Interaction Recorder:

The Superior Approach to Recording and Quality Monitoring Management
Interaction Recorder provides multimedia recording and quality monitoring capabilities tightly integrated to the Customer Interaction Center (CIC) from Interactive Intelligence. In a single application, Interaction Recorder allows you to record and score calls as well as e-mails, faxes and Web chats based on business needsincluding compliance and governance requirements, performance optimization, conflict resolution, sales validation, quality assurance and random surveys to gauge customer satisfaction.

Key benefits

  • The benefits that come from Interaction Recorders features and architecture are unsurpassed in the recording and quality monitoring industry:

  • Faster return on investment due to the pre-integrated Interaction Recorder systems minimized deployment time and non-blocking architecture, which reduces trunking needs.

  • Improved quality and productivity resulting from the ability to record and score calls, e-mails, faxes and Web chats in one intuitive environment, backed by out-of-the-box reports that make it easy to assess team and individual results. Combined with a performance and quality optimization process, Interaction Recorder has a proven track record of improving any teams Key Performance Indicators.

  • A lower total cost of ownership with easy system configuration in a single administrative interface for your Interaction Recorder solution when combined with CIC. Interaction Recorders non-blocking architecture additionally reduces trunking requirements and provides cost-effective digital storage, retrieval and archiving for up to hundreds of thousands of recordings.


Interaction Director :

An "intelligent" call routing solution targeted at multi-site contact centers. By working in unison with the Customer Interaction Center (CIC) from Interactive Intelligence and a variety of supported PBX/ACD platforms, Interaction Director routes calls to the location that can best handle that call, at that time. For high volumes, a single Interaction Director server can process hundreds of thousands of calls per hour.

Features

  • Pre-call routing

  • Post-call routing


Key Benefits

  • Balance customer interactions across multiple physical locations.

  • Avoid problems with built-in fault tolerance and disaster recovery.

  • Scale your organization to greater size.

  • Route calls according to specific agent skills.

e-FAQ :

Web Self-service, E-mail Response Management and Knowledge Management in One
Online self-service, e-mail response management and knowledge management in one application? Its called e-FAQ, and for your customers, it automatically delivers information and responses to frequently asked questions without assistance from an agent or customer service workgroup. Using linguistic analysis to clarify incoming questions, e-FAQ examines FAQ inquiries, searches for matches, and instantly replies when an appropriate match is found. Or when integrated with the Customer Interaction Center (CIC) for contact center automation, e-FAQ also lets Web site visitors escalate to a live agent if they cant get the FAQ response theyre looking for.

e-FAQ also is the perfect knowledge management solution for your own employees. Thats because e-FAQ acts as the gateway to an information repository when integrated with your communications and business systems, allowing employees to easily access company information that affects to them. Businesses can even utilize e-FAQ to capture and re-use information in contact centers and the enterprise to improve service quality as well as employee productivity.

Key benefits

People these days have busy schedulesboth as consumers and at work. Why not let e-FAQs process automation put information at their fingertips and make their life a little easier. Your bottom line benefits, too.

  • Improved productivity and efficiency with quick and easy information retrieval when neededvia the Web, by e-mail, or using the desktop communications client in the Customer Interaction Center (CIC) and Enterprise Interaction Center (EIC) solutions from Interactive Intelligence. And because of e-FAQs unique ability to access information through all these media, your information is available to mobile workers as well as those stationed right at their desks.

  • Improved customer service by providing self-service options on your Web site, quick and accurate responses to e-mail-based inquiries, and CIC-based escalation paths to live help in your contact center, all backed by e-FAQs multi-lingual capabilities. Customer-focused employees therefore get to handle urgent service issues more quickly, and your business gets to respond to more customers overall.

  • Comprehensive reporting that enhances the ability to respond better to your customers needs over time by showing you the trends in their requests.

  • Lower operational costs by using e-FAQ to handle repetitive interactions and at the same time improve accuracy and consistency of your answers.

  • A lower total cost of ownership due to a lower initial investment, minimized deployment time, easy authoring using a WYSIWIG editor, and a built-in workflow engine to manage the authoring tasks. The ease of authoring removes the need for programmers to create your content.