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1 Call Center Solution From

2 About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality, credibility and reliability in our services, besides paving the way toward a comprehensive information system in IT resource. The services adopt internationally accredited procedures and infrastructural systems to meet the needs of the customer. Our technical strategy aims at implementing comprehensive and customized network technology services, which simplify converged network implementation, management and maintenance. Clients outsourcing network services to us, benefit by an improved business efficiency and reduction in losses occurring due to network downtime. They can avail the benefits of the latest technological trends, and gain through reduced cost of training staff on product and technical updates. Through our services we enable clients to fully utilize the power of converged networks for meeting business demands, promoting organizational growth, improving performance and turnover. Manila Voice Call Center Solutions The VoIP Call Center application is a robust call center solution that offers sophisticated call queuing, skills based agent routing, queue escalation, custom hold music, agent auditing and reporting. Seamlessly integrated into Manila Voice s other enhanced services, this module's key features include caller queue position and estimated hold time announcements, integration into the Voice Mail and PBX Module to provide callers with the option to leave a message, callback integration to allow caller s to receive an automated callback from the next available agent, custom branding, full audio text menu trees for custom queue selection criteria, whisper notification on call agent answer, telephony and web interfaces for agent status management and full integration with a real-time billing engine for complete and robust billing. The VoIP Call Center option is designed to support an unlimited number of call centers and/or agents and is ideal for the next-generation VoIP service provider who is interested in capturing high-margin revenues through advanced business-to-business (B2B) and businessto-consumer (B2C) services. Manila Voice delivers an unmatched call center solution that provides the latest in VoIP enabled features so that you, the service provider, can capture business regardless of geographic boundaries.

3 Manila Voice Data Center with Hosted IP PBX Manila Voice professionally manages the hosted PBX system to keep your business communication smooth and efficient. With our state-of-the-art, affordable, and scalable hosted PBX systems, we help small and medium businesses deliver impressive customer service without high capital expenses. We provide excellent communication features and functionalities that would let you manage all your inbound and outbound calls efficiently and professionally.

4 Call Center Features Call Queuing The VoIP Call Center application is designed from the ground up to support an unlimited number of call centers and/or agents. Manila Voice s call center solution is ideal for the nextgeneration VoIP service provider that is interested in capturing high-margin revenues through advanced business-to-business and business-to-consumer services. Seamless integration with Callback Module to allow participants to save their position in queue and be automatically called back by the next available agent. Whisper notification on answer to allow custom information (e.g. Service, ANI, DNIS, etc.) to be spoken to the Call Agent, to help guide them on how to answer and service the call. Option to announce caller s position in the queue. the queue. Escalate callers in the queue as well as require user confirmation to remain in Option to provide the caller with the dynamic average holds time. Set the maximum number of callers in a queue. Call queues enables a simple call center functionality using our Manila Voice Porta platform. When all agents are busy on another call i.e. there is no other agent to answer the incoming call, then the caller will be placed on this call queue, where a custom Music is played along with the announcement of their queue length, and average waiting time for a caller is specified.

5 IVR along with Auto Attendant Based on requirement, Manila Voice can provide a DID for each call center location or for each phone (if needed). Incoming calls can be answered in an IVR based Auto Attendant which will play the welcome message of XXX Enterprise (Eg: Thank you for calling XXX Enterprise) followed by the menu script which will let the caller select the required department they wish to reach, based on the caller pressed option (Example: 1 for Sales 2 for Marketing) and the call will be routed to the specific user extension.

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7 Meet Me Conference with recording Manila Voice will provide the designated conference DID. The caller has to dial the designated conference DID after which they have to enter the Meeting ID and PIN number provided by the administrator. Caller can join in a conference call any time without the hassle of having to make specific arrangements in advance. On an average, 15 users can join the conference at a time. Conference initiator or host, has the flexibility of customizing the duration of conference, joining option (with host or without host), terminating options, limiting conference guest, muting and recording option.

8 Fax to When a person outside of the network sends a FAX to the Fax DID, the fax can be received by our Manila Voice media server and then sent to the Fax user. If the fax machine is down or busy, then the user can receive the fax at the specified , usually as a PDF attachment. Voic Our integrated UM (Unified Messaging) server allows the caller to leave a voice message, when our subscriber is not able to attend to the call, or during a Power or Network outage. Voic and notification When a new voice message arrives in your IP phone, either a short notification or a complete voice message (a.wav sound file in an attachment) can be forwarded to the user s external (e.g. on your company s server). This feature allows you to be notified if anyone has called you while you were away. Retrieving voice messages The user can listen to his/her voice messages by: Dialing a voic access number from his/her IP phone. Logging into the voic web interface from his/her PC Do Not Disturb If you enable Do Not Disturb, all incoming calls will be blocked, and the calls will go straight to voic . Enabling a Do not Disturb feature will turn off all audible and visual notifications of incoming calls, and disables your phone from ringing. Note: DND will not affect Intercom calls. Three Way Calling Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. Call Transfer This feature enables a user to relocate an existing call, to another phone or mobile phone, by using the transfer button, and dialing the required location number. Call parking Call parking allows users to put a conversation on hold and then resume it from a different handset/extension.

9 Music on Hold If you put a caller on hold, the caller will hear music. Manila Voice will provide the Default and Custom Music on Hold. Hide CLI When privacy is in order, we have the option of blocking your caller ID when making phone calls. It will never display your number to the called person. Abbreviated Dialing Instead of dialing a full phone number, we can cut and assign only 3 numbers, this way we can make calls easily. Time of day routing Time-of-Day routing routes calls to different locations based on the time of day when a call is made. For example, during business hours, calls can route to an office, and after hours, calls can go directly to a voice-messaging system or to another office. Follow Me The user is assigned a virtual number. When that number is dialed, the server routes the call through a defined list of numbers given by the subscriber from where he can be reached. The numbers may be called simultaneously or sequentially, until the called party responds from one of the numbers in the defined list. Group Pickup Group Call Pickup is a feature that allows a user to answer an incoming call that rings on a telephone, other than the user s own phone.

10 Manila Voice Call Center Management Call center management leverages telephony applications, messaging technology and customer databases into an efficient, unified system. Voice, , instant messaging, CRM tools, web collaboration and other tools joined together to provide the best possible communications experience for your customers. Call center management solutions can instantly provide employees the ability to deliver a higher level of customer service. They can quickly find answers and connect with subject matter experts, without putting customers on hold or transferring them to another department. How Will Call Center Management Solutions Benefit My Business? Effective call center management solutions can help your organization achieve: Enhanced customer experiences Flexible telephony architecture Intelligent call routing Supervisory and training features How Can I Help My Business Embrace Call Center Management Solutions? When evaluating call center solutions, it's important to: Incorporate IP telephony services Identify which employees interact with customers and what tools are needed Determine if remote and/or home-based employees should be incorporated into the call center system Examine call routing protocols and key performance indicators Investigate all ways customers interact with you voice, web, chat, , etc. and incorporate them into your call center plan

11 Manila Voice Call Center Management Solution An effective call center management solution includes the following components: Routing Engine The routing engine is the core of the call center. Using business logic, this call center management solution reviews customer profiles and distributes calls, s and chats to the most appropriate and available resource. Supervisory and Training Features Enhanced call center management features allow supervisors to view employee status and call details. Supervisors can record conversations, silently monitor calls and chats and privately engage with employees during customer calls. Detailed real-time reporting can provide insight into call volumes, call distribution and call status. Voice and Data Services Voice and data services provide access to IP-based voice and data communications. The design phase of any call center portion of your unified communications strategy proves an ideal time to revisit your existing telecommunications coverage, plan options and rates for greater efficiency and cost savings. Getting Started with Call Center Management Unified communications specialists are ready to assist you with every phase of choosing and leveraging the right call center solution for your IT environment. Our approach includes: An initial discovery session to understand your goals, requirements, and budget An assessment review of your existing environment and definition of project requirements Detailed vendor evaluations, recommendations, future design and proof of concept Procurement, configuration and deployment of the final solution Ongoing product life-cycle support

12 Manila Voice Support Services Manila Voice Support Service ensures reliable service delivery, along with high-quality customer support. The Support Service guarantees to rectify all the issues that may occur in the day to day telephony system operations. Trouble ticket reports may be opened to expedite the solution to a problem especially if requires data that our engineers can check and work on immediately. Manila Voice Unit 7D The Bellagio Tower One, #1 Forbestown Road corner Burgos Circle, Forbestown Center, Bonifacio Global City, City of Taguig, 1634 Philippines Telefax : ,

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