ONE STOPCOMMUNICATION SOLUTIONS

Fully integrated call management solution

• Overview of the icall suite modules• Why choose icall suite to compliment your PBX• Product benefits• Features summary• Meeting requirements• Cost justification• Support• To conclude

dashboards & reporting for businesses and contact centres• Manage, analyse and control communications.• Comprehensive and easy to

use.• Demonstrable ROI.

icall suite is a complete call management solution that fully integrates with any PBX system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

modules

call recording & quality monitoring• Fully featured call recording.• Installed on a single workstation or server, accessible

from any number of client PCs.

icall suite is a complete call management solution that fully integrates with any PBX system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

modules

why choose icall

suite to compliment your PBX• Seamless integration with your PBX/IP phone system.

Total integration means simple installation, guaranteed compatibility and a support service designed for the product.

• icall suite will bring a proven return on your telecoms investment.

• Retain customers by improving customer service• Increase sales by monitoring and improving

telesales performance and returning missed calls promptly

• Improve call handling performance• Detect telephone fraud early, potentially

preventing a huge expense• Reduce communications costs. See reductions of up to 20%

Comprehensive feature-rich solution with advanced

features:Easy to use

Dashboard with customisable widgets

Wallboard alarmsMulti-site reporting

report product benefits

• Monitor call quality and staff performance to improve company standards and customer care

• Resolve “who said what” disputes by confirming details from a call such as quantities / specifications of an order, protecting both your business and your staff

from disputes. • Protect staff from abuse

• Train staff on call handling techniques and customer interactions to improve performance

• Regulatory compliance (for FSA regulated companies)– PCI DSS support

– Encrypted (legally admissible in court for litigation)

ComprehensiveFeature-rich

Easy to use, flexibleScalable, secure

CompliantEssential reporting included

Multi-site recording

record product benefits

The Value of Missed CallsHow many calls do you miss everyday? How much does that cost your business? How many missed calls remain unresolved? Missed calls result in lost sales. Unresolved missed calls result in lost customers. According to UK Business Statistics, 56.7% of all missed calls never leave a message and never call back.

Increase Sales Do you monitor calls?Monitor calls to provide the right training to the right people. Improving performance will increase sales.

Meeting requirements

Improve Customer Service Do your call handlers represent the business as you would? Fantastic customer service differentiates you from competitors. Monitor call quality and staff performance to improve company standards and customer care.

Retain More CustomersDo you collect, analyse and refer to customer call data?More informed callers will lead to less repetition on calls, efficient conversations and vastly improved customer service.

Train Staff to Reach Their PotentialHow do you train your staff? Do you pay for external training?Call recording enables managers to monitor agents, see where training is needed and to replicate good call handling. Reporting provides the analysis required to identify areas where improvements can be made.

Meeting requirements

Handle Disputes in a Professional MannerCan you identify the source of any errors on a call?A recording empowers you to resolve problems before litigation, protecting both your business and your staff.

ComplianceDo you need to comply with regulations? Encryption / PCI Compliance.

Overall Cost SavingsDid you know you could reduce your communications costs by up to 20%?• Identify unanswered calls• Verify call costs, identify billing anomalies• Highlight telecommunications fraud• Control communications capacity and traffic flows• Generate revenue through call cost mark-up & line rental charges

Meeting requirements

How much is a call into your business worth?Calculate the value of an average sales call and the number of missed calls into the business. Do you know how many of these missed calls remain unresolved and of these the number that do not call back? In the majority of cases, understanding these figures delivers powerful cost justification for call reporting.

TrainingThe reporting and recording solution can cost as little as the price of 1 day of off-site training x 2 people. Recording and monitoring performance enables training to take place in-house.

cost justification

• icall suite is a quality feature-rich solution offering complete integration with your phone system.

• Gain from increased productivity, improved efficiency and ROI on your telecoms investment.

in conclusion