Technocall Spectrum Message Services’ Technocall Call centre and IVR is a Computer Telephony (CT) based solution running on standard open platforms providing a lower cost alternative to bespoke systems.

Our Technocall systems run at major banks servicing millions of inbound and outbound calls per month.

The main focus of the design is to enable the client to write their own flows and be in control of the center's functionality. It therefore lends itself for high degrees of self service using the IVR part of the system.

The integration with MoneyGUARD is seamless so the system can also interact with SMS and emails with the client.

Technocall has three main components:

• Host interface which connects with the back end conducting transactions
• Central controller which manages the interaction between the front end and back end including load balancing and redundancy
• Front end modules for displaying data and providing the communication with the user in voice, screen or sms.

Key strengths of Technocall:

• Easy Back end integration
• Single point of administration for call types, workstations, agents and supervisors
• Supports multiple languages
• PBX independent and can integrate with many types
• Call scripting available for both inbound and outbound calls with easy to use environment
• Advanced statistics and management tools.

Summary of Call Centre Services:

• Management of inbound/outbound calls
• Call control
• Automatic call distribution (ACD)
• Operator groups based on their skills (automation, average, expert, supervisor, etc.)
• Audio recording (digital, timestamp, retrievable based on different criteria: time, operator workstation, subject, etc.)
• Back-up, long term storage
• Special treatment of specific calls
• Night service (after office hours calls are redirected to specified terminations, e.g. voice announcements)
• Call waiting status display
• Load balancing (if there are many callers waiting in a particular line, calls are redirected to a different line)
• Voice announced information
• Management of the IVR tree structure Emergency connection, if no operator is available, calls are transferred, e.g. to a voice message
• Caller identification
• Prior date assessment - the caller's data, which is based on the information supplied by the client, are displayed on the screen in front of the operator
• Produces real time statistics on all aspects of the system for call centre management and process optimisation
• Supervisory services (monitoring, instructions, call takeover, etc.)
• Open to inbound channels (it can be extended with various types of interfaces, e.g. Internet, SMS, etc.)
• Open to the front-end applications and database (it can be connected to more than one database)
• Modular: allows for easy extension and variation of the number of operators, inbound lines and various service levels
• All activities are recorded for audit
• Easy administration and maintenance
• Fits into the present-day IT and telecom environments

Current clients:
OTP Bank Ltd (Hungary, Croatia, Bulgaria, Ukraine, Slovenia), Garanvia Insurance Inc, Hungarian National Lottery