TOPCALL Provides Enhanced Convenience For Computer-Telephony. (New Products).TOPCALL International AG, parent company to TOPCALL Corporation in the Americas, has enhanced the functionality of its CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. module with the introduction of TOPCALL Snapware 4.0. The CTI solution now offers additional features like call tracking I.D. and chat functions, as well as incorporating a presence management server (PMS (Pantone Matching System) A color matching system that has a unique number assigned to more than 500 different colors and shades. This standard for the printing industry has been built into many graphics and desktop publishing programs to ensure color accuracy. ). The current version of TOPCALL Snapware was designed to combine convenience with functionality and facilitate the integration with CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , ERP (Enterprise Resource Planning) An integrated information system that serves all departments within an enterprise. Evolving out of the manufacturing industry, ERP implies the use of packaged software rather than proprietary software written by or for one customer. and messaging applications, or any other required business application. The new presence management server function helps ensure optimized customer management, allowing companies to automatically forward incoming calls to virtually any number. Incoming calls are no longer held in a queue or transferred to the switchboard, but processed automatically on the basis of individually defined profiles. The software provides standard profiles (lunch break, vacation, meeting, etc.), as well as offering users the option of creating cyclic cyclic /cyc·lic/ (sik´lik) pertaining to or occurring in a cycle or cycles; applied to chemical compounds containing a ring of atoms in the nucleus. cy·clic or cy·cli·cal adj. 1. profiles. Once set up, the profile will then be applied at all times. Users can create a cyclic profile, whereby incoming calls are routed to a predefined number during a designated period of time. Alternatively, call diversion A turning aside or altering of the natural course or route of a thing. The term is chiefly applied to the unauthorized change or alteration of a water course to the prejudice of a lower riparian, or to the unauthorized use of funds. of incoming calls for individual members of staff can be set up through a number of different procedures. All incoming calls are automatically identified on the basis of predefined phone numbers. The new chat function offers advantages by enabling users to use a chat window to send quick messages to colleagues while they are on the phone. The call tracking I.D. function enables the call handier to trace each caller's particulars. Instead of a caller having to repeat the reason for the call, derails of the call can now be stored through screen-to-screen transfers. The integration of a new partner bar in the CTI software offers users the option to set up workgroups and display the current staff status by means of icons. This shows, for instance, if a call center agent is in the process of making a call or talking to Noun 1. talking to - a lengthy rebuke; "a good lecture was my father's idea of discipline"; "the teacher gave him a talking to" lecture, speech rebuke, reprehension, reprimand, reproof, reproval - an act or expression of criticism and censure; "he had to a customer. www.topcall.com/+43-1-86353-0 |
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