hello world!, which has all ACD functionalities including IVR and skills-based routing, was developed in Germany and was the first soft call centre product to be launched to the South African market. The launch, which took place in July 2001, has already witnessed a remarkable response from local companies ranging from large financial institutions to major hoteliers.
Our view is that potential investors, who are looking to set up a call centre, need to be careful that voice traffic does not create a bottleneck on the existing network and thereby slow down server productivity. This problem, which has been an ongoing issue with voice over IP solutions, was researched and eradicated in the development of hello world!.
hello world! is an ideal solution for companies, both large and small, who require call centres with seat numbers ranging between four and 300. Furthermore, it is suitable for companies that not only need to deploy call centres both quickly and effectively, but also maintain their current investment in PBX technology.
Companies that want a return on their investment, and do not want to be locked into rigid hardware maintenance contacts, would be wise to consider installing a soft call centre - a system which ultimately places them at the leading edge of technology without previously associated costs.
How does a soft call centre work?
(1) A call will come through a PC server via an ISDN line
(2) The PC server distributes the call to the relevant agent, based on specified criteria:
a. Trigger number
b. IVR selection
c. Agent availability
(3) Calls are distributed via the existing LAN infrastructure to an agent`s PC or workstation
(4) The call is answered via the PC`s soundcard which allows the agent to communicate with the caller via a headset
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