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Managing Customer

Relation Communication
Customer interaction center or widely known
as contact center is a central point in an enterprise from which all customer contacts are
managed. The contact center typically includes one or more online call centers but
may include other types of customer contact
as well, including short text SMS, e-mail, newsletters, postal mail, Web site inquiries and
chats, and the collection of information from
customers during communication. Delivering
these multiple communications requires a
unique blend of skills and capabilities. Lets
face it, Contact Centres are complex a difficult blend of telephony infrastructure, CRM
applications, and customer care processes
such as telesales, helpdesk and telecollection.
When they work flawlessly, they enable the
enterprise to provide world class service excellence in a cost-effective delivery model.
But when they dont work well, their failure is
public, very costly and very distressful.

e-CentriX Contact Center


IP Contact Center solution integrates all the features of contact center in
a single platform to deliver comprehensive features with ease of implementation, maintenance and enabling redundancy back up system.
Intelix products and services cover most business operation today ranging from simple basic IVR to more complex web-based applications contact center for telesales, phone banking, helpdesk and telecollections connecting from branded PBX to our own IP Contact Center.

Helpdesk
Management
System
Helpdesk Management System is a complete solution for helpdesk contact center and complaint handling. You can
manage problems of handling ticketing,
customer requests, interactive reporting
and requests information that is integrated into knowledge management
tool.

Prospect
Management

Campaign &
Product
Management

Our core organisation structure enables us


to leverage the entire landscape of our domain and technology offerings for our
customers business needs from basic premises contact center to advance cloud contact solution. Intelix offers a wide range of
integrated, end-to-end business applications, and services designed to help small,
mid-market and corporate businesses. All
products of Intelix are registered under the
name of e-CentriX.

Dynamic Contact Center


Fast, Accurate and Consistent Information across All Channels.
e-CentriX integrates multimedia connection allowing superior customer
interaction by unifying call center agents through business process across
multi-channel communication.You can capture, track, assign, manage customer request, etc. on web-based application.

Preview
Dialing

Contact
Management

Follow up
Management

Predictive
Dialing

Telephony
Report

Recording

Reporting &
Management

Telesales Management System provides


an integrated solution for companies
that require telesales system end-toend, full-featured, integrated, and web
based. The system offers:
Administrator function manages the
prospect, campaign, assignment, and
follow-up.
Interactive screen for agent to contact
prospect providing all the information regards single screen.
QA functions to check work performed by agents.
Supervisor functions to perform
monitoring and reporting contact
center performance.

Telecollection
Management
System
Telecollection Management System is a single infrastructure that
would enable both phone functions and web application interfacing to the HOST periodically
performing automatically at the
begin of day or end of day process in an easy and secured connection. The solution is applicable for multi-finance, credit
cards, secured loan, and micro
banking.

intelix#brocure#2.pmd

Assignment
Management

IP-Telephony

A Real Opportunity
Contact Centre solutions are coming under
pressure to craft innovative propositions
and differentiators, they are being cautious
and considered in their approach. And
rightly so, they need to create new opportunities but they must do so in a manner
that will enhance relationships with all existing enterprise clients. Contact Centre solutions no longer specify basic dial tone.
Clients want a Contact Centre capable of
delivering service to their customers with
enhanced functionality, while allowing customers to have multi access to Contact Center.

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www.intelix.co.id

Telesales
Management
System

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At a Glance

Features Check List

COMPLETE solution for contact center


system.
CUSTOMIZABLE, flexible, and
configurable.
LOCAL development and support,
available 24/7.
PROVEN product, with some reference
sites at reputable companies in
Indonesia.

Inbound
IVR with Flexible Call Flow
Customer Prioritization
IVR integrated with Database
Caller Authentication
Queue Management
Fax on Demand
Multi-skill ACD
Pop-up screen

Benefits
Quick deployment, our quickest
record is 14 days run and fully
operation.
Increase Productivity by improving business process according
to customer demands.
Reduced employee cost by 25%
with more automation of
business process.
Reduced Outbound Call Rates by
re-routing call to the least
charge call more than 30%
Voice and data convergence by
moving to a single converged
network for voice and data
traffic, organizations can save on
network maintenance and
administration, equipment,
software, management and
operational costs.
Support for existing equipment
with IP-based systems you dont
necessarily need to throw away
your old trusted systems and
start again. IP contact center
systems frequently work
alongside existing PBXs and data
systems.

Real-time Monitoring
Agent Monitoring
Call Performance Monitoring
IVR Monitoring
Web based dashboard
Whispering & Coaching
Wallboard
Dialer Mechanism
Predictive/ Preview/ Progressive
Rule-based Dialing
Least Cost Routing
Campaign Management
Lead Management
Voice Logger
100% IP-based Active Voice Recording
Automatic Backup & Archiving
Optimal Compression Techniques
Multiple format support (mp3, wav)

Reporting
Customizable Reports
Web-based Access
Save to Excell & PDF format
Helpdesk
Complain Handling
Interaction Management
Knowledge Based
Multimedia interface

e-CentriX
CUSTOMER INTERACTION CENTER
FEATURING EASY TASK AND MUCH MORE USER FRIENDLY

Telesales
Upload Propect
Campaign Setting
Assignment & Re-assignment
Contact Management
Follow-up
Report & Incentive
Telecollection
Data Synchronization Process
Setup Queue / Class
Assignment rules management
Worklist performance monitoring
Approval Management
Contact Management
Recovery Management
Letter Management

Contact Us
For more information please contact us:
PT. Intelix Global Crossing
Address: Jl. Duren Tiga No 17 Jakarta 12760
Phone: +62-21-7997079; Fax: +62-21-7940545
Email: sales@intelix.co.id
www. intelix.co.id

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