IO Inbound Service

Hosted system doesn't require additional hardware!

Screen incoming calls and direct them to agents based on responses.

IO is not your typical call center solution. It's a software-based, hosted solution featuring enhanced services that conventional contact centers don't offer without huge costs for hardware, maintenance, and unused capacity. It's a scalable solution that expands and contracts according to your business needs.

As a hosted service, IO lets you reduce capital expenditures immediately because you simply don't need the infrastructure required by conventional call center installations...so forget about the industrial air conditioner, uninterrupted power supply, fire suppression system, and secured telecom room.

Because IO is software-based, it works on your existing network without costly improvements to your facility. It also expands easily to multiple facilities. In fact, as long as your various contact centers are all connected to the Internet, you can implement IO in every one of them and manage them all seamlessly from any location.

Larger call centers often enjoy technologies that small businesses can't afford. IO finally levels the playing field and can easily put your business ahead of its competition because you don't have to spend that extra million to get every feature you want! The most popular call center enhancements are built right into the service.

IO Features

Skills-Based Automatic Contact Distribution
The software routes incoming calls, emails, and Web-based chat contacts to your agents based on agent qualifications and other criteria you control. Besides keeping your agents as busy as possible, this reduces caller frustration by routing them to the appropriate agent without unnecessary transfers or hold time.

Interactive Voice Response (IVR)
This service gathers information from callers before they ever talk to a live agent. In fact, with IVR many callers may not have to speak to an agent at all. IVR guides the caller through a custom script that you can easily modify as necessary. IO's IVR is completely integrated with automatic call distribution (ACD), so the IVR system can transfer callers to the appropriate department or individual. Or, if the caller simply wants information, IVR can send an email or fax, or verbally announce data, such as the caller's account balance or order status.

Universal Queue
The key to happy customers, the universal queue manages customer contacts through all media: voice, fax, email, voicemail, or Web-based chat. Customers can contact you however they want and always receive a consistent level of service. To satisfy even your impatient customers, IO allows them to hang up and wait for a call back when it's their turn in the queue instead of waiting on hold for an available agent-the top source of customer frustration with call centers.

Screen Pop
After the IVR identifies the caller, IO sends critical information (such as the caller's identity and buying tendencies) to the agent's screen as the call is transferred. Agents know who is calling or what they're calling about without asking multiple questions at the beginning of every call.

Inbound/Outbound Contact Blending
IO can manage a list of outbound calls and distribute these to idle agents the same way as inbound calls. This automatically balances the activity level of your agents and maximizes productivity by keeping all agents engaged in customer support even when the inbound queue slows down. If outbound needs are small, agents can handle multiple Web-based chats or email conferences, all distributed and tracked by IO's innovative multimedia contact distribution.

Those are just a few of the enhanced features included with IO. But most importantly, IO delivers total fexibility. Not only can you expand your capacity on extremely short notice, but you and your management team can view real-time reports, monitor or record calls, and customize your IVR and routing scripts from any Web browser. Contact centers have never been this manageable. Everyone involved with your contact center stands to benefit from IO. Agent productivity increases because they can respond to email, fax, or chat contacts while waiting for the next call. Supervisors benefit from superior reporting, call monitoring, and agent visibility. Managers benefit from simplifed customization and the ability to rapidly expand. Your technology department can forget about maintaining disparate call center systems and focus on other critical business functions. And, of course, your customers benefit from superior service that consistently exceeds their expectations. Using IO's application development environment, you and your team can easily build custom tools to meet your present and future business needs.

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and to see the COMPLETE LIST of features!

As low as $325 per month per channel!