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Connectivity :
Though costlier, SEDNA has opted for TDM (Time Division Multiplication) technology. The technology provides transmission of uncompressed signals on the network thereby giving phenomenal voice quality. There is virtually nil packet loss & minimal latencies giving real time talking experience. Unlike other available technologies, there is no need of explaining the things repeatedly.
Dialer Software :
While most of the Contact Centers start with Progressive Dialers and then graduate to Predictive Dialers, SEDNA decided to go ahead with Predictive Dialer in the first place. This ensures optimum performance thru a continuous flow of operations devoid of tiring delays that a caller is otherwise put to. The dialer provides:
- Remote Monitoring Capabilities
- Silent Call Monitoring
- Whisper Coaching
- Call Logging and Recording
- Agent Desktop Monitoring
- Archiving and Review
- Agent Interaction Log
The predictive dialer dramatically improves agent productivity on outbound campaigns. Agents stay connected and handle outbound calls in sequence while the CIP interface provides them with campaign-specific guidance scripts and synchronized screen pops of prospect information. Call outcomes are then recorded in the appropriate fields. The Automated Dialer calculates the number of calls to make based on the number of available agents and average call length for each agent on duty and automatically filters out busy signals and call answering devices before routing calls to agents.
Power Conditioning:
One of the important building blocks for a Contact Centre is round the clock operation. This requires availability of clean power at all times. While an adequate capacity generator ensures full power back up, clean power is ensured to the hardware & telecom equipment thru dedicated UPS systems.
Support :
We have an in-house team to provide support for systems and networks. We use only the best and most up-to-date hardware. Our desktops are high-end Pentium machines and are supported by high uptime servers.
Our Remote Monitoring Capabilities are:
- Silent call monitoring
- Whisper coaching
- Call Logging and Recording
- Agent Desktop Monitoring
- Archiving and Review
- Agent Interaction Log
Scalability :
Our modular design lends itself to easy scalability. Additional systems can be created instantly by replicating components and existing systems can be expanded to handle heavier call loads instantly by only installing more components. Consequently our platform could scale as much as the requirements warrant.
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