Interaxion, a division of JSE-listed Ixchange, has launched a custom-built call distribution application designed to run on industry-standard hardware as well as integrate with most brand-name PABXs, to enable the smooth flow of incoming calls to appropriate call centre agents.
The application, Interaxion Call Sequencer (ICS), is a software-based call distribution application that automatically receives and distributes calls to specific agents. It informs users of their place in the queue and also provides agents with the status of all queues, including hold times. Should certain conditions arise in which callers are not receiving the service stipulated by the company, alarms can be raised with supervisors who are also provided with full reports showing the statistics of all calls in a given period.
"The basic principles in ICS`s design make it ideal for mid-sized companies and applications," says Ian Goss-Ross, Interaxion GM. "It works within the existing PABX/LAN environment and runs on Windows NT. It focuses specifically on the workgroup where call distribution problems generally reside."
The software has been designed to slot in with companies` existing telecommunications infrastructures and will not require changes to existing PABXs. Network communication is via the TCP/IP protocol and utilises a minimal amount of bandwidth.
"The ease of implementation and use also assists in ensuring that companies achieve a greater return on investment in a shorter period," adds Goss-Ross. "No costly training is required before ICS can be put to use, and its feature-set compares with, and exceeds that of very large call centres at a fraction of the cost.
"Interaxion is not simply a tool to help small- to mid-sized companies to manage telephone calls. It`s about what a company can do with its business when it implements our software. Critical to its success is the integration between Interaxion and the customer`s business strategy," says Goss-Ross.
ICS integrates with a range of Front Office and Back Office applications since the ability to be able to exchange information with third party applications was integral to the initial design.
Share
Interaxion
Interaxion is the telephony division of JSE-listed Ixchange dedicated to designing and marketing its own brands of CTI (computer telephony integration) products designed to fit cost-effectively into small- to mid-sized call centre environments and enable seamless telephony integration with all helpdesk and CRM solutions.
The two main NT-based products Interaxion promotes are the Interaxion Voice Logger, which enables companies to log and record all calls; and the Interaxion Call Sequencer, a software-based call distribution application that automatically receives and distributes calls to specific agents from companies` existing PABX/LAN environments.
Ixchange
Ixchange is a South African listed company focused on leading the international mid-range customer relationship management (CRM) and supply chain optimisation software markets. The company has entrenched its leadership position in the front-office with its HEAT, GoldMine and Interaxion products, while its ABILITY suite of applications has emerged in South Africa as the market-leading back-office suite for medium sized implementations in the services, distribution and retail sectors. Ixchange is focused on the international market with offices in Swindon (UK), Colorado Springs (US), Los Angeles (US), Sydney (Australia), Johannesburg, Cape Town and Durban.