Teclan IPack Unified
The Teclan Ipack Unified aggregates all teleservices applications essential for the operation of your contact center, either billing, telesales or SAC. The solution integrates into a single suite: an automated dialer, a digital recorder, and IVR, PBX/ACD and IP systems and multi-media functions such as SMS, chat, email and video. The Teclan Ipack Unified fits easily into legacy systems and brings all the advantages of IP telephony for your contact center in a transition without hassles. Your investments are safeguarded and your operations now have what's latest in technology for contact centers, creating new opportunities for your business.
It does not matter the size of your contact center. The Teclan Ipack Unified supports from small to large contact center operations and unlimited APs.
The Teclan Ipack Unified consists of modules of integrated services to a control center that manages and controls all operations of the contact center, from the incoming and outgoing calls to the data record of attendance. The central system enables the maintenance of existing services and the activation of new ones, without disrupting the activities of the operation. PBX and ACD configurations involving functions of groups, queues and stations could be altered, in real time during operations. In addition, other applications such as CRM, Email, Chat and SMS are easily integrated into the solution.
Through IP technology, plants rely on the benefit of reducing the costs of calls, both on local and long distance calls, where the economy is all the more significant. Besides this benefit, the dialing solution of the Teclan Ipack Unified provides the facility of identifying the type of phone, a mobile or fixed-line phone, which selects the channel that is more cost effective to generate the calls. Thus, the telephone costs are drastically reduced with calls being generated from fixed to fixed and mobile to mobile. All these benefits are related to the possibility of sharing a common infrastructure for different customers (multi-tenant), reduction of the need for cabling, easy installation and easy expansion of the contact center, including the possibility of working with remote agents (home work).
Multi-tenant Architecture
The multi-tenant architecture of the Teclan Ipack Unified enables contact centers to operate campaigns for different customers, sharing a single PBX infrastructure and applications. The solution isolates the data and processes of each tenant, ensuring total privacy and security for their operations.
Hosted Operation
In the hosted model solution, the centers can operate remotely without the need for large investments in infrastructure of telephony. The solution enables applications, databases and human resources located in different geographical locations to be easily integrated into the operations of their contact center.
The Teclan Ipack Unified generates an increase in agents’ productivity by automating the dialing, increasing the time the agents spend speaking to people and the contacts with the right people. Campaigns can be performed in the power progressive and predictive dialing modes, according to the type of operation and considering the needs of the business. The solution addresses the operations with inbound, outbound or blended profiles.
Through the various types of management information you can track either online or by checking the history, the key performance indicators (KPI's) of agents and campaigns, thus allowing an efficient management in search of better results, providing support for decision making and planning of future campaigns. The solution also offers an audit function for audio monitoring of agents, monitoring the quality of the relationship with the target audience and alignment to the internal processes of the contact center.
The recording of the call meets the needs of quality management, security of transactions and also the requirement of recording and retrieval of audio under the legislation. The use of digital recording of the Teclan Ipack Unified allows you to record and store the whole process of the relationship among agents and clients with a broad and diverse ability to recover these media.
The Script of the Teclan Ipack Unified is an intuitive tool that makes there no need for the programming of the customization of the interfaces of the agents. The tool lets you modify the functions and all the graphics applications according to the needs of the operation. Furthermore, the script allows you to create workflows of services, including IVR, and generates internal processes that are easily edited.
The IVR of the Teclan Ipack Unified offers customized services to interact with automated inbound and outbound campaigns and supports technologies such as speech recognition, text-to-speech and capture the commands entered through the phone’s keypad (DTMF). The support to IVR is further supplemented by the Script that develops graphics and intuitive applications.
With Teclan Ipack Unified you can operate in an environment exclusively IP or hybrid models that combine IP with the environment of mobile networks (GSM) and traditional telephony (TDM), taking advantage of existing investments.
Dialing, recording, and IVR applications, combined with the facilities of IP technology, such as reduction of telephone costs, flexibility and mobility. So the Teclan Ipack Unified is a solution that aligns your business to market trends.
Centralized management;
Flexible, scalable and highly integrated solution;
Greater control and management of operations;
Multitenant Architecture;
Support to Hosted operation;
Support for media functions such as SMS, e-mail, chat and video;
Automatic dialing;
Digital recording;
Inbound and outbound IVR solutions.