Speech recognition is only one of many innovations, the live was added to Manager for the CCW in the last year. The current version of the call management portal offers now a chargeback – and recovery statistics. Companies that use a 0900 number have a detailed overview of the chargebacks and recoveries of their service numbers. Also statistical data in different formats can be, sent automatically in the future by mail to the respective customers significantly reducing the administrative burden. In addition we have improved the callback functions as well as the live Manager further mediation functionality”, adds Thomas Wendt.
For quite some time, the settings of the callback functions are outsourced and separately editable. In this way, the settings in different routing can be used. Also, the callback now also from the referral can out be used.” QuestNet also improved has the agent destination input: this is now not only time but also depends on the origin code possible. To start the callback now either manually or automatically. Thereby, the automatic start of the callbacks can be dynamically combined with hold of a service number. There is more news around the topic of communication.” In the past, the live Manager offered a classic wide investigation similar to that seen from a PBX.
For the phase 2 of the regulations to free hold launched in 2013, this module option was extended to implement a “warm referral”. While the caller gets no hold music played before, but he witnessed the mediation process live and can speak while still continuing with the agents. The QuestNet GmbH is an application service provider, focusing on the development and indirect marketing innovative phone value-added services in combination with international service numbers. With the live Manager the QuestNet offers a unique call management portal, which allows the customer to the Web-based and client-capable in – and outbound administration and includes also a virtual contact center statistics, routing, IVR and conferencing.