ILT's response to consumers demand for direct live customer service is our "Web based" call center. Its enhanced real time retail support reduces the largest problem online retailers face; the high web activity versus purchase ratio. Our web based call center converts prospects into customers by providing a live, educated voice that solve problems and build a strong case to support a purchase.

Similarly, real-time interaction brings cross-sell and up-sell opportunities. By introducing Web site visitors to products and services they might not have been aware of, you potentially increase the size of the average sale. Our web based call center can build an individual profile of the customer and provide a continuing future stream of valuable information about the customer's interest and preferences. This approach builds customer loyalty and develops lifetime value.

Customizable and Flexible
InterLinear Technology' Next Generation Web-Based Call Center features a configurable architecture built to meet the client's customized needs quickly. It's flexibility makes it compatible with most PBX's and unPBX solutions providing a total solution for Inbound and Outbound centers.

Scalability and Reliability
Our system is highly scalable and powered by technology embedded within our content & communications middleware. Our AECOS platform integrates disparate or legacy systems thus maximizing previous hardware investments. It is accessible via any Internet-enabled platform or by other communication devices such as Phone, Fax, PDA, and I-Mode Phones.

Easy to Use Interface
Our Web Based Call Center features a very intuitive User Interface to facilitate rapid and easy mastery, alleviating the costs and time associated with lengthy training sessions.

Scheduled Message Delivery
Our system empowers flexible message delivery to maximize customer convenience and response. Messages may be delivered in a variety of formats: Phone, Fax, Email, Cellular, Pager or any multi-media communication device. This gives our clients the ability to adopt a "Follow Me" philosophy, guaranteeing critical follow up and in essence emulating a "virtual call center". This is important because it ensures high return on our client's sales facilitation investment.

Automated Call-Back
Our WBCC in addition, facilitates live conversations with sales agents initiated by the customer clicking on a "call-me-back" icon embedded in the website. This link allows the customer, after inputing their phone number, to indicate a call back immediately or at a more convenient time. The customer then receives a call which connects to a live agent who may be on a phone or VoIP-client. In the call-me-back model, neither the customer nor the agent are forced to wait, maximizing agent efficiency and customer care. ACD (Automated Call Distribution) is enabled for the sake of familiarity and customer choice.

Universal Queue: Our Universal Queue technology is tailored to match incoming requests and with agents specifically based areas of expertise. The request may be made from web or phone, email or fax. The universal queue takes an available agent and a customer callback request, distribues them in groups that match and once they are matched the queue dissipates. Correspondingly, if no match occurs the queue accumulates. This technology allows for staff specialization to accommodate the clients individual needs.

Voice over Internet Protocol (VoIP)
Through the use of a headphone and microphone attached to a computer, the customer initiates an IP telephone call to selected call center. Information about the caller is conveyed to the customer service representative to enhance processing. The calls conveyed over the Internet represent a tremendous savings over the cost associated with public switched telephone network (PSTN) voice traffic.

Real-time interaction with customer builds locality and trust; the hallmarks of a long term retail or service provider relationship with consumers. Customer service representatives both obtain and document information about the customer's needs and interests that serve to facilitate future sales and overcome traditional sales objections. From the customer point of view, their request travels over a seamless and invisible conduit between a PSTN and VoIP web enabled network for information and call back abilities. Our multimedia convergent technology allows us to respond via email, fax or call via PSTN or VoIP, enabling the customer to effortlessly participate in cutting edge communication technology without doing anything more than a point and click.

Monitoring and Statistics
The application can perform monitoring tasks such as agent statistics, inbound and outbound queues and traffic. A LAN application is used to report Qlog statistics, current queue status, agent load etc. Qlog gets its data from the database and presents it graphically according to a list of selections. The analyzer performs ongoing analysis of this raw data. It also performs alerts of threshold behaviors to managers such as system wide queue backup, agent deficit and so on.

top | go back to list