OnviCall TeleEnterprise
Scripted CRM Applications

TeleEnterprise delivers automation to simplify agent processes and aid in preventing costly mistakes, providing automated coaching, significantly reducing the cost of training and re-training, updating and distributing information valuable to agents, increasing both customer and agent satisfaction and presenting a uniform customer experience in a virtual environment.

OnviCall TeleEnterprise scripted automation workflows access user’s database to populate customer information fields and generate follow-up email for clients and customers in the background during transactions. This eliminates costly errors and frees the agent to focus on the customer.

Call center managers can customize the call flow for each of their clients. Administrators can configure prompts and controls for collecting information and presenting screens using drag and drop configuration.

Features of Scripted Automation

Automates workflow

• Automatically activates the campaign script associated with the dialed number identification service (DNIS) of the 800 or 900 number
• Automatically pulls customer information stored in the client's database associated with the caller's ANI (caller ID) to populate customer information fields
• Seamlessly integrates transaction functions at the agent desktop using a common interface
• Presents screens in a predefined sequence based on the agent's selections
• Automatically completes database entries and sends follow-up emails to clients and callers during a transaction

Easily customizable for each client

• Drag and drop configuration tools make it easy to tailor the workflow for each client
• Familiar controls for configuring navigation and collecting information

Benefits

• Affordable for small to medium-sized call centers
• Reduces the possibility of making costly mistakes
• Transactions flow smoothly, resulting in greatly improved agent productivity
• Agents are enabled to focus on the customer, improving customer and agent satisfaction
• Frees agents to perform other services without additional technology or extensive training
• Makes customization for individual clients affordable

TeleEnterprise Commerce is an easy-to-use order taking and payment processing application. Contact centers can easily expand their current inbound business and build new revenue by adding order entry as well as payment processing to their services.

Commerce order entry presents customer histories, catalogs and products to agents. Agents build orders using a shopping cart that calculates totals, including tax, shipping and builds a temporary invoice. Agents can look up previous customers and their order histories to readily view past purchases, making it easier to up sell and cross sell like items.

Payment confirmation allows agents to select a payment type, enter credit card information or banking information, if paying by check over the telephone.  Commerce also builds the final invoice for order confirmation.

Features:

• Customer and product databases for multiple clients
• Automated order taking and requests for service
• Customer look-up with auto-complete fields
• Order Status
• Credit card processing and refunds
• Import product catalogs
• Shopping cart
• Order history

Benefits:

• Leverage your agent workforce by adding order entry services
• Leverage your existing client base by making order entry services available
• Tap into new markets and build revenue
• Capitalize on previous investment in ICD and call handling
• Expand your business with minimal impact to your existing infrastructure

Commerce is powered by agent transaction automation software.
Commerce can be integrated with third party inventory management systems.

TeleEnterprise Logistics complements TeleServ Commerce by incorporating and calculating tax, freight and shipping to complete the order process.

TeleEnterprise Contact is an outbound telemarketing application. Teleservices companies can expand their services and maximize their workforce by performing outbound campaigns during periods of low call volume.

Contact includes an auto-dialer function as well as customer database. Auto-dialing eliminates errors and dramatically increases the number of live contacts made each day. Minimal training is required to get inexperienced agents operating efficiently, saving valuable time and resources.

When used in conjunction with scripting, Contact drives telemarketing campaigns to completion faster and with a greater number of successfully closed transactions.