INTELLIGENT SYSTEM FOR CALL CENTERS

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They entrusted their Contact Centers Platforms to the company ProCALL:

MODULES:

24/7

CALLER’S IDENTIFICATION

AUTO FORWARD

MULTI LEVEL

IVR SYSTEM

VOICE MESSAGES

CALL WAITING

LOAD BALANCE & ACD

ADMINISTRATOR MODULE

SUPERVISOR MODULE

OPERATOR MODULE

TARGETS MODULE

PROREC MODULE

MESSAGE MODULE

INTEGRATION MODULE

REPORTS MODULE

MARKETING MODULE

24/7

ProCALL is a reliable program for the call center, which allows processing call flows without failures and interruptions 24 hours a day.
You have an opportunity to accept incoming calls and make outgoing calls in a convenient working mode!

CALLER’S IDENTIFICATION

Opening of information regarding caller (identification function) is one of the most important tools promoting to increase of the client’s loyalty.
Caller ID allows automatically «recognize» the subscriber upon the phone number and express the data on display.

AUTO FORWARD

The Auto Forward module will automatically forward an incoming call to the mobile number after several long signals.
Thereby, you will not lose a single customer, and will take incoming call from outside the office walls.

MULTI LEVEL

ProCALL allows you to ensure complete security of centralized management: the program can be started by the operator, administrator or manager only after entering the password. You limit the user rights of employees or open access to certain data.
With the multi-level ProCALL security system, you can be sure of protecting your infrastructure 100%!

IVR SYSTEM

With the module of interactive voice menu you may attune personal greeting for the caller, benefit unlimited opportunities for distribution of calls from IVR menu, switch the subscriber unsatisfied by the provided information to vivid operator, attune the selection of intercourse language, attune the feedback system basing upon IVR menu and accept subscribers’ conclusions, complaints and offers.

VOICE MESSAGES

ProCALL - program for call center with the ability to store voice messages. With its help you will record the information expressed by the client by the subscriber to the answering machine, in order to listen to it later.
In the Voice memo memory, all details of voice messages remain and, if necessary, you can view information about the date, duration of messages, the phone number that left it, etc.

CALL WAITING

By means of CALL Waiting of ProCALL, you may put the calling subscribers to queue upon priorities, record sound of the client’s serial number in the queue to operator or inform him regarding the average waiting time, attune listening of advertisement or useful information by the subscribers on the line, notify regarding the feedback waiting order.

LOAD BALANCE & ACD

Owing to this module the soft for call center will equally balance the load among the personnel.
ProCALL allows choosing between the operator having the least number of calls, those spending the least time for accepting the calls and consultations and the employee taking the last place both on the quantity and the durability of calls.

ADMINISTRATOR MODULE

The ProCALL administrator module allows you to manage the telephony and fully control the work of the operators. Within the ProCALL Administrator module you can Add, change and delete application categories,determine the statuses and responsibilities of the operators (for example, leave one on incoming calls, another - entrust active call of subscribers),listen to records, archive audio files,regulate the work schedule, establishing non-working days and hours,create a Black list, add phone numbers there.

SUPERVISOR MODULE

Supervisor working with ProCALL has an opportunity to hold online trainings, regulate the work of the operator’s service using the flash panel opportunities, control loading of the phone channels, determine the loading level of each employee working on calling and accepting the incoming calls, implement online support and work to personnel of call center (opening and presentation of information in current mode).

OPERATOR MODULE

Soft for operators of call center provides an opportunity to respond to calls and implement their accounting using soft phone, managing own working status (putting “offline”, “online”, “busy” and other notes), processing several calls simultaneously, accepting notification of incoming call to own monitor while the call is incoming (even at other open softs), using the internal chat.

TARGETS MODULE

Within the frames of this module, soft for cal center ,you may implement search on gender, residence (county, city), type of activity (profession), salary, amount and number of loans, maximal credit line, etc. with further allocation of the subscribers among the operators and setting targets for certain day, week and month. Besides, selection of subscribers upon the aforesaid criteria in various combinations and their automatic distribution among the operators in the automatic mode are also possible. For instance, a woman living in Binagadi settlement and having loan debt in amount of $ 1 or engineering specialist living in Sumgayit city and having salary in amount of $ 500-600, etc.

PROREC MODULE

The soft allowing to create voice archives is very useful attachment for the call center.
You are not limited with ProCALL in the opportunities of archiving the records of the incoming and outgoing calls.

MESSAGE MODULE

With the ProCALL system, you can create a call center with a unique set of tools for efficient customer service.
With ProCALL, you get the opportunity to inform customers, partners and employees about current and future events using the sms sending function directly from the operator panel.
Mass mailing of sms is available, integration with an existing context provider, as well as integration with CRM and ERP-systems.
Based on the data received from the enterprise database, you can set up sending personalized SMS messages.

INTEGRATION MODULE

ProCALL provides the possibility of partial or full integration of equipment for the call center with your company database (compatibility with MYSQL, MS SQL, XML and other formats).
Information about the calling subscriber is pulled from the database and automatically reflected on the operator panel. In addition to the standard information (surname, name, gender, location), information can be available on the presence or absence of loans, deposits, active and passive loans, as well as information on overdue payments on them.

REPORTS MODULE

The report module ProCALL allows you to see total number of incoming calls, number of answered and unanswered calls, number of redirected calls.Thanks to this module you will be able to get information about the actions of the operators:Going out to work and leaving it, lunch and other small breaks, return to call and receive incoming after the break (the program shows its duration and time frame).
Procall will generate reports on the number of appeals, the number of customer calls that have not selected any of the menu items, Time spent on processing information after a call, etc. Export of reports is available (in Excel, Word).Export of reports (Excel, Word)

MARKETING MODULE

Next is the Marketing module. Owing to this module of the ProCALL system, your subscribers may accept automatic calls with reminding the amount of the monthly debt repayment, the time within which the debt is subject to repayment and warning in case of overdue of the existing debt.
Using this tool you may easily attune the subscribers’ notification regarding the new actions, campaigns, services, change of your phone number, address, opening of new branches, etc.
Owing to the automatically outgoing calls from the ProCALL system, you may hold inquiry regarding the services, actions, campaigns and clarify the level of subscribers’ awareness regarding them.

ON ALL BUSINESS DIRECTIONS

daily / weekly / monthly / yearly

VISUAL REPORTS

ProCALL:

Informative graphs of the general statistics of incoming and outgoing, answered, missed or lost calls, internal negotiations among the company's employees are created and visual reports are compiled.

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