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Ifbyphone Aims Call Distributor Service at SMBs
Jul 03, 2009 (Close-Up Media via COMTEX) --
Ifbyphone announced it has introduced Call Distributor, a service that enables small and mid-size businesses (SMBs) to create virtual call centers, complete with automated call handling that enables customers to instantly route inbound calls to any phone, anywhere.
With the new Call Distributor service, Ifbyphone said the SMBs pay only for the minutes consumed, avoid long-term agreements and will not incur any capital expense as the Ifbyphone service eliminates the need to purchase business telephone equipment and software.
Ifbyphone's Call Distributor also provides call center operators an array of additional call routing options, including the ability to expand their workforce to tap into the growing home-based agent segment by sending inbound calls to any phone.
"The days of SMBs missing customer calls and losing business because they don't have access to an expensive PBX or a call center, like Fortune 500 companies have, are over," said Ifbyphone CEO Irv Shapiro. "With Call Distributor, any business can now have a call center service option that provides call handling capabilities with central management to workers anywhere, using any existing phone."
Call Distributor also includes several capabilities beyond call routing, including interactive voice response and call queuing. All Call Distributor capabilities are available to anyone on any phone eliminating the need for agents to use phones physically connected to dedicated systems, or a specific type of phone such as a traditional landline, VoIP phone or software client-based endpoint such as a PC or smartphone.
Call Distributor includes the following capabilities:
- Agents are defined as available based on a schedule, a web interface or via a phone call from any phone;
- Complete queue size and wait time control;
- Support for customer-supplied audio prompts, queue messages and music on hold;
- Callers may choose to leave a queue at any time and are routed to voice mail or an IVR application according to a web-based configuration;
- A web-based agent dashboard with call notification which includes reverse lookups, integration with Salesforce.com and customer data options;
- A web-based management dashboard, which displays agent status, call statistics, calls in queue and supports the transmission of messages to agents.
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