The PhonEHomePage platform has made Phonetica proprietary technology a benchmark for Business Process Outsourcing in telephone communications.
Just as company information is accessed on the Internet from the homepage, so Phonetica, with its advanced logic, has developed a platform that can handle all the contacts that come to the PBX (switchboard), to freephone numbers, the Help Desk, reception, and the intercom, or via fax, e-mail, the Internet and video communications.
Our technological know-how derives from over a decade of experience in telecommunications technologies for outsourcing. In this environment, Phonetica developed innovative solutions for delivering inbound and outbound telephone services, both internally and in partnership with specialised companies, and in ways not matched by other competitors.
The Phonetica Service Centre is based on the Business Concierge solution, designed specifically for quality management of a remote switchboard service and for the streamlined administration of phone traffic received by companies on their internal PBX (switchboard).
The Service Centre, controlled by an ACD/CTI platform for the management of workloads, is able to interface with any PBX, ISPBX, or hybrid telephone switchboard on the market using a technology that connects the user’s telephone system to R.O.L.Ex. (Remote Extender Line Operator) devices, via analogous user interfaces or IPs.
The IP/Ph-R.O.L.Ex. is a unique device of its kind for the remote management of the reception service (both the switchboard and the physical reception, the latter also in video mode). Both are based on a European patent, which means they are compatible with all the telecommunications systems on the market. On the arrival of a direct call to the client’s switchboard the devices engage a public network (PSTN) or Internet channel for routing all the information needed by the external service centre in order to properly handle the answering of the call and its forwarding to the requested extension.
When Internet and PSTN are both available, the R.O.L.Ex.s automatically choose the most convenient channel, routing the phone call on a back-up alternative network (in case of failure on the network first chosen), to ensure a connection to operators at the external Service Centre.
The channel or telephone line used for transferring calls to the service centre is only busy for the duration of the conversation between the caller and the telephone operator. Once the recipient of the contact is identified, the call is transferred, immediately freeing the channel for the next call. This is made possible by a communication protocol between the R.O.L.Ex. devices and the Service Centre platform.
This helps significantly reduce network costs and limit the use of customer switching system resources. Finally, this technology requires no proprietary hardware or software, since it is based on standard interfaces and connections present in any PBX (switchboard) on the market.
The technology platform is equipped with the CCM (Company Communication Manager), which is the most advanced existing application for remote switchboard management and, more generally, for the routing of internal telephone traffic.
The CCM is Phonetica proprietary software. Highly customised, it provides total management of inbound calls.
Using very intuitive icons, the CCM presents the telephone operator with all the customer’s structured information.
For example, the CCM makes it possible to handle e-mail and SMSs in real-time, to operate a multilingual telephone answering system, to provide extensive cover, whether total or partial (overflow) of the remote switchboard service, to update employee address books, and to create reports and statistics.
For example, the CCM makes it possible to handle e-mail and SMSs in real-time, to operate a multilingual telephone answering system, to provide extensive cover, whether total or partial (overflow) of the remote switchboard service, to update employee address books, and to create reports and statistics.
The technology platform also includes ETM (Easy Tele Marketing), a software application for the management and optimisation of a large volume of contacts. Indeed, using very simple and intuitive user interfaces, it immediately creates effective communication workflows for the Phonetica Project Managers, in order to make phone calls and to profile the personal data to be processed.
Ideal for managing outbound telephone calls, ETM also enables the management of multi-channel communication, ensuring the simultaneous sending of emails at any time.
Finally, the ETM software also provides significant opportunities for monitoring activities. This function is implemented by the reporting ‘monitor’ that can be customised to meet the specific needs of the individual customer.
