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Call Management Software
Callview enables informal call centres or workgroups to efficiently monitor, manage and route calls. It provides real-time business intelligence, measures departmental efficiency, increases employee productivity and helps you to identify trends. In addition to these business-wide reporting functions, Callview also offers solutions targeted at informal call centres, such as call performance and agent activity reporting, along with agent productivity tools, including screen pop and CRM integration.
Callview consists of the following modules:
- Callview Server— bridges the gap between your phone system and your computer network with computer telephony integration (CTI). The Callview Server monitors your entire phone system, including all internal and external calls, and provides data to other CSM modules for business reporting and team productivity.
- Callview Navigator— intelligently routes both internal and external calls based on information in your database, with easily customized rules. Rules are created with a powerful GUI and can be applied to both internal and external calls.
- Callview Business Reporting Tools — deliver both historical and real time management reporting as well as call recording capability.
- Callview Team Productivity Tools — tools to make your team more productive including call management, screen pops with CRM integration and call control.
Download a Callview brochure
Download a Callview Express brochure
For Mitel/Inter-tel 5200, 5400 & 5600 Series
Why Use Call Management
A Call management solution is an important addition to any telephone system, often showing a return on investment within a 3 to 6 month period. Call Management will monitor all telephony activity and provide a suite of reports summarising various aspects of this data. Call Management has been used within industry for many years for call monitoring, reducing call costs and improving customer service.
So why might you need a Call Management solution?
- For cost analysis and control
- For response analysis. Improve your service by seeing how quickly you respond to incoming calls and calls in progress. Make sure your meeting your stated SLA’s. See how many calls you’re losing.
- Traffic analysis. Understand how heavily your lines are being used and how increasing or decreasing the number of lines could increase your efficiency.
- For professional costs. Many solicitors and accountants charge clients for work carried out on the telephone. Having a system that can manage costs for such calls can dramatically reduce the manual overhead creating bills and invoices.
There may be specific tasks or reasons that make Call Management essential including:
- Managing a call centre. It is vital to understand agent productivity to ensure your service of the highest standard.
- Preventing fraud. Fraud costs industry £40 billion annually and by having a system that can highlight fraud early, costs can be prevented from escalating early
- Marketing analysis. You can identify how many callers have called in response to a campaign and highlight regional areas that most callers have originated from.
Ocean offers Call Management solutions from two leading manufactures, that are able to integrate with most telephones system:
Oak have provided solutions to some of the worlds best known companies, including Arsenal Football Club, BBC, BMW, British Airways, Mercedes Benz, Motorola, MTV, Nokia and Samsung
Their systems are recommended by many leading manufacturers, including Aastra, Alcatel, Avaya, Cisco, Inter-tel, Mitel, Nortel, Samsung, Siemens and Toshiba.
Oak is a truly international company, operating in Australia, Belgium, Canada, Denmark, Greenland, Guernsey, Ireland, Jersey, Luxembourg, Malta, Netherlands, Norway, Spain, Sweden and the United States.
aioffice
aioffice continues the tradition of excellence with a host of new features that enable the customer to get the most from their telephone system.
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aioffice SE
aioffice SE continues Oak’s success in providing call management solutions to customers with varying budgets.
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