Infratel. New opportunities – new level of business!

Infratel. New opportunities – new level of business!
Infratel. New opportunities – new level of business! Infratel. New opportunities – new level of business!
მწარმოებელი: Infratel
მოდელი: Infratel. New opportunities – new level of business!
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Call центр Infra Call Center - решение для Вашего бизнеса

Infra Contact Center™ is the perfect contact center solution for Web Hosting, Cloud and Software companies.  Most analysts predict higher volumes of phone sales and support in 2012, so don’t entrust your valued customers to an unreliable and limited freeware solution or expensive pay-by-month contact center product.
Infra Contact Center™ is a software-based call center solution offering a comprehensive suite of applications allowing you to easily manage inbound support and sales calls and develop unique outbound campaigns to generate incremental revenue.  Infratel also works with popular automation and help desk solutions such as Parallels Automation and Kayako, providing your customer service representatives with a full-view of customer data via screen pops based on caller ID or IVR inputs.
Benefits of Infra Contact Center™
  • Increased Customer Satisfaction – connect callers with the right agent right away and provide best in class custome service.
  • Grow Revenue – create customized, automatic outbound campaigns to drive incremental revenue.
  • Reduce Costs – lower costs than expensive ‘Pay per Month’ systems.
  • Reduce Time per Call – automatic screen-pops of customer profile data directly from your Parallels Automation or Kayako user database.

Infra Call Center Main Features.

Infra Call Center functionality is based upon the following constituents:

  • Intelligent call routing.
  • Automatic request distribution (both inbound and outbound).
  • Automated voice Customer self-services.

Close integration of call routing system with request distribution system Infra ACD and the voice menu system Infra IVR allows to configure call center without enlarging staff. Routing rules, blocks and transitions of IVR system, setting up queues and a waiting cycle are being configured with the use of a unified graphic interface.



Intelligent routing

Routing rules are defined by a combination of conditions taking into account various parameters.
Parameters of call routing:
  • current time
  • date
  • day of the week
  • number of the callee
  • the original number of transferred call
  • the number where the call was transferred
  • line of the call
  • number of free agents
  • number of registered agents
  • the length of the call queue
  • service level and other statistics

Hot restart function allows to change routing settings during the Call Center work. All Changes take effect immediately, without interrupting the service.

To implement custom algorithms such as data driven routing, the Infra Call Center allows to create rules in standard scripting programming languages VB Script or Jscript. A script may check any additional conditions and perform any arbitrary actions on the basis of external information, e.g. customer-related data obtained from a CRM system.
Scenario: custom routing in a bank:
  • The multi-channel call center line receives calls for several subdivisions.
  • If a customer callerID is recognized, the customer’s state and his/her state of accounts are obtained from the customer database.
  • If the number is in black list, the system disconnects the call.
  • If the amount of customer balance exceeds $100 000 or the customer falls in the VIP group, the call is assigned a higher priority.
  • If the customer dialed the number of Operation Department, place it in the “Operation Department” queue.
  • If no agent is registered in the “Operation Department” queue and the customer belongs to VIP group, transfer the call to a mobile number of a manager.
  • If all agents assigned to the queue are busy, play a waiting time notification for the customer.
  • If the caller dialed the Plastic Cards Department, place the call in the “Plastic Cards Department” queue.
  • If no agent is registered in the “Plastic Cards Department” queue, transfer the call to the automatic service responding frequently asked questions.
  • If the assigned agents are busy and the estimated waiting time exceeds 5 minutes, suggest either to call back to the recognized callerID or invite the caller to give another number for the callback.
  • Otherwise provide the caller with a waiting time estimation.



Automatic request distribution

The system of universal request distribution Infra ACD allows to distribute a large amount of requests – both inbound and outbound – among call center agents taking into account the current status of the agent and the agent selection algorithm specified for the current queue. The number of queues, call distribution algorithms for eah queue and rules of interaction of queues are configured on the stage of call center integration.

Infra ACD includes the following call distribution algorithms:
  • Longest Idle Agent

A new call is routed to the agent who was idle for the longest times.

  • Personal Agent

On the basics of call statistics the agents who have already spoken to the caller are identified, and the call is routed to one of the agents.

  • Skilled Agent

For each type of the call, agent skills are taken into account, and the most skilled agent is selected for the particular type of call. This algorithm may be also used for training new agents; then a call will be routed to the agent with the least skill level.

  • CRM Defined Agent

Provides connection with a user-defined external distribution algorithm, which allows to distribute calls according to the rules of an external CRM or ERP system.

The call is selected from a queue according to its priority; if priorities of calls are equal, the call that waited longest will be chosen. Owing to close integration of Infra ACD with call routing system and Infra IVR, the call will be prioritized according to either the routing system conditions or selection of IVR items.
Infra Call Center enables an agent to handle simultaneously both inbound and outbound calls. Requests for outbound calls usually have less priority, which allows to implement a scenario of dynamically balancing call load, – when there are no inbound calls, agents are busy with processing outbound calls, and when there is an inbound call overflow, the agents switch off to processing inbound calls.
Automated voice services
The system of building voice menus Infra IVR provides customers with intelligent around-the-clock self-service. This allows to free call center agents from their routine tasks and use them for processing more complicated and non-standard requests.
The examples of the services that may be automated with the help of Infra IVR:
  • Obtaining information about the state of an order by its ID.
  • Obtaining information about a state of account.
  • Obtaining information about location of the nearest service centers.
  • Informing about the company products and services.

For building simple voice menus you do not need to have any particular programming skills or special knowledge. Using Graphic User Interface, system Administrator creates a hierarchy of voice menu by setting voice prompts and transitions for selecting relevant items.

To form more sophisticated voice menu one may use scripts written in Jscript or VBScript. Such IVRs might include the following:
  • Obtaining information from external databases or CRM systems (e.g. an order status, state of account).
  • Dynamic creation of voice messages (e.g. reporting on the balance of account data).

For dynamic creation of voice messages the system uses functions of Infra Speech Module: the subsystem for speaking numbers, sequences of figures, phone numbers, date and time, currencies, etc. Support of VoiceXML standard allows to create voice applications with the use of Text to Speech and Speech Recognition technologies.

In the course of waiting for connection to an agent, the IVR may offer the customer an hierarchical menu that includes information about products and services, notification about the call location in queue or estimated waiting time calculated on the basis of current values of parameters of distribution system Infra ACD. Infra IVR may be also used for choosing an ACD queue, identifying a customer or routing a call.
Automated customer services created with the help of Infra IVR provide simultaneous support of voice menus in several languages, so to add a language you just need to record voice prompts for the language.
Scenario: Call to Support
Routing: If the caller’s number is in black list, then disconnect.
Infra IVR: “Welcome to Support Service of the company”
Routing + Infra IVR: If the number is mobile, then rise the call priority in ACD queue.
Infra IVR + Infra ACD: “You will be connected to an adviser in 7 minutes 30 seconds.”
Infra IVR: “To hear the addresses of nearby service centers, please press 1.”
Infra IVR parses the city code and first digits of the customer’s number.
Infra IVR: “The closest service center is”
Infra IVR: “To connect to the service center, please press 1. To obtain information about other service centers, please press 2. To contact an adviser, please press 0.”
Infra IVR + Infra ACD: “You will be connected to an adviser approximately in 2 minutes.”
Infra IVR: “To listen to frequently asked questions replies, please press 1.”



SIP-based PBX & Communications Server
Infratel created Infra Comm Suite™ to help small and mid-sized businesses take advantage of the many  advances in communications technology. Many powerful new capabilities are a simple software purchase away from dramatically improving your entire business communication system.
Now employees can work from home, the office, or anywhere in the world while remaining connected to the corporate phone system and maintaining the same extension. Companies can also dramatically reduce long distance and international calling charges and easily tie geographically dispersed offices into a single dialing plan.
Features of Infra Comm Suite™!
  • Unlimited-party conference call.
  • Integrated voicemail and email.  Easy call-center management tools with detailed, user-level call recording, logging and reports.
  • Robust call recording.
  • Fully integrated with Windows Outlook and Exchange.
  • Powerful tools with unlimited opportunities for customization to meet your specific requirements.
  • Fully scalable to grow with your business.


Smart Call Handling

  • Call routing based on multiple criteria.
  • Smart user input with custom-defined timeout and error handling.
  • Custom-built, multi-layered IVRs.
  • Pickup groups.
  • lexible configuration and re-configuration without service interruption.

Comprehensive Call Monitoring & Control

  • Support of multiple concurrent calls.
  • Multiple Auto-Attendants.
  • Visual call control.
  • Call Hold.
  • Call Transfer.
  • Call Pickup.
  • Call Parking.
  • Automatic Callback (once the desired party is free).
  • Do-not-disturb mode (DND).

Configurable Call Handling Rules (Administrator Function)

  • Any degree of complexity.
  • Includes unambiguous and ramifying actions.
  • Caller ID function and displaying the info about the caller.
  • Detailed call logging.
  • Distinctive rings.
  • Stutter tone.
  • Call details recording (CDR).

Advanced Controllable Actions (User Function)

  • Dialing, redialing, and speed dialing.
  • System and personal phonebooks.
  • Call transfer to another user.
  • Multi-party conferencing (unlimited).
  • Call hold/un-hold (unlimited number of concurrent calls).
  • Voice mail.
  • Call recording and playback.
  • Call parking, un-parking and pickup.
  • Call intervention.
  • DTMF generation.
  • Setting DND and forwarding status.
  • Smart forwarding for different caller groups.


  • Unlimited number of logical users (w/o line ownership).
  • Up to hundreds of physical lines and users (limited only by available hardware resources).
  • Integration with Windowsâ„¢ Server services.


  • Full-featured application integrating Windows Server security services.
  • PIN-protected access to user’s sensitive data.
  • Control and logging of phone access to user’s data.

Customized Prompts & Menus

  • Vast repository of multi-language media prompts.
  • Easy construction of customized IVR menus.
  • Import, export, recording and playback of prompts (.wav format).

User-Friendly Interface

  • Integration of Infra Comm Client interface with MS Outlook.
  • Standalone application with conventional Windows-style interface.
  • Client operation with or without PC.
  • Operation with plain or advanced phone sets, including SIP phones.

Call Logging & Control

  • Monitoring and control of current calls.
  • Complete logging of all incoming, outgoing and missed calls.
  • Built-in filters for log analysis.
  • Export of CDRs to CSV or Tab delimited formats.

Performance Monitoring

  • Integration with Windowsâ„¢ Server built-in monitoring tools.

Recording system features:

  • Recording calls on selected external and internal lines.
  • Storing call information: start time, duration, participant name, line and phone number.
  • Searching and filtering calls by specified call parameters.
  • Saving records as files on the hard disk.
  • Compressing calls.
  • Automatic archiving to any external device, and calls clearing.
  • Automatic check to prevent exceed of maximum record size.
  • Graphic interface for accessing records.
  • Differentiation of access to records based on accounts established at Windows� Server domains.
  • Capability of viewing records locally.

Advantages of embedded recording system

  • Not necessary to purchase expensive multi-channel recording systems.
  • No problem with attaching additional hardware.
  • Easy to change the list of recorded lines.

Recording of calls by the users

In addition to centralized recording, Infra CommSuite enables users to record and play their own telephone calls. The recorded call is e-mailed as an audio file to the user mailbox. This feature may be useful for recording conferences or negotiations with important customers or partners.
Examples of call recording necessity:
  • Monitoring new employees or interns.
  • Handling telephone threats.
  • Making transactions over the telephone.
  • Examining employees’ quality of work.
  • Users’ ability to play their own calls to improve conversation skills.
  • Administering customer complaints lodged against employees.