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Oaisys Top Ten Elite Dealer (2004) Call Center/ACD

In the spring of 2004, Nova was named one of the Top Ten Elite Dealers for Oaisys Computer Telephony Solutions, Inc. Oaisys is a company that develops customer interaction solutions for large call centers/ACDs as well as small to medium sized businesses. Not only was Nova one of the company’s top ten elite dealers, it was the number one Oaisys dealer for 2004. This means that Nova provided more call center and ACD solutions than any other dealer. Nova also can design and install call centers for you.

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Offical Toshiba/OAISYS Call Center Brochure (.pdf)

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Call Recording and Analyzation Tools and Services

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TASKE Contact

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Running a call center can be stressful. Customers may find themselves waiting too long to speak with a service representative, disputes may arise based on agreements made over the phone, or employees may find themselves wasting their time on routine calls that could just as easily be handled by a machine. For companies facing troubles such as these, Nova Voice & Data Systems, Inc. is proud to offer OAISYS Call Center Solutions. Whether your business needs one application or the whole suite, these solutions are sure to improve both employee productivity and customer satisfaction.

Oaisys Automatic Call Distribution - ACD

The ACD system is perfect for any office that handles many incoming calls from callers that have no need to talk to a specific person. Instead, they want to speak with someone ready to serve them at the earliest opportunity.

OAISYS’ ACD system actively manages both the call and the agents in real-time as changes in call volume or agent availability occur. This serves to ensure that the caller receives the best available customer service at all times.

Many features are available when using the ACD Manager, features such as event-based call management, intelligent look-ahead, and callbacks for abandoned calls. This serves to optimize the load for a company’s agents and allows the customer to enjoy shorter hold times, even letting the caller know their position in the call queue and giving them an estimate of how long it will take for their call to be answered. Efficiency will be improved and long-distance costs will be lowered with this system in effect.

Supervisors will also benefit from the ACD system. When hold times get too long or too few agents are available, all appropriate staff members receive alarms, calls are automatically rerouted to backup groups, and callers are given knowledge and options. This occurs without requiring the supervisor’s attention, allowing them to focus on more important tasks.

The ACD is specifically designed to handle events such as agent utilization, busy ratio, calls waiting, and longest call wait time. These can be used to involve secondary staff before service issues occur and to offer alternative solutions as the call volume continues to rise.

Oaisys Voice Assistant and Oaisys Call Router

OAISYS’ Voice Assistant is perfect for a call center whose employees find themselves frequently wasting time on routine calls. By allowing callers to find their own information, the employees can devote their time to calls that actually require their attention.

Oaisys Voice Assistant can directly collect data from callers, provide information back to them, or, if needed, route them to another location. When used in conjunction with the OAISYS Tracer call recording solution, information supplied through Voice Assistant, such as a customer’s account number and other identifiers, will be attached to the call recording to aid in recording selection and call lookup.

By working with OAISYS Call Router and Net Phone, Voice Assistant can route calls with screen pops based on information supplied by the caller. Callers only have to input this information once and it stays with the call wherever it might be routed, which means that all of the relevant information will show up on the agent’s desktop when the call arrives.

By using Voice Assistant’s powerful script programming capabilities, developers can create custom scripts to respond to a caller’s routine inquiries for information such as order status, account balances, and hours of operation.

Voice Assistant combines powerful database access, accurate communication, and advanced call processing, which allows a company to streamline its operations, improve customer service, and optimize a caller’s experience.

Oaisys Call Router

The OAISYS Call Router uses caller information, such as Caller ID, in conjunction with employees’ schedules to automatically route calls to a particular person, call group, or automated application, which minimizes call times and improves service.

Oaisys Call Router’s powerful translation database lets it automatically learn multiple numbers for the same account and associate it with core information. If a caller is dialing from their work, home, or mobile phone, the Call Router still accesses the required information and routes the call as if there was only one number involved.

By using OAISYS’ Call Router with the Tracer call logging and recording solution, a company can archive the calls that are most important. Based upon a business’ requirements, the calls that should be archived will be tagged and captured to improve accuracy, reduce liability, and provide real-time call records.

TASKE Contact and "myTASKE" Reporter

TASKE Contact is a flexible contact center management solution that is used by contact center supervisors all around the world to help manage agents, set and meet service levels, and provide management with information on call activity.

TASKE Contact and myTASKE Reporter provide complete visibility of a call center environment, which allows a business to monitor and manage its resources. These solutions help a company to respond to changes in customer demand to optimize resources and ensure that customer service levels are delivered and maintained successfully.

TASKE Contact and myTASKE reporter also include call activity reporting, which allows supervisors to anticipate issues and resolve them before they can affect the performance of a call center.

TASKE Contact is designed specifically for the formal call center. It includes modules such as real-time, review, replay, call visualizer, and reports. On the other hand, myTASKE Reporter is designed specifically for the informal call center (having up to 50 agents) and includes the reports and call visualizer modules.

Oaisys Net Phone

Net Phone is designed to combine the capabilities of a person’s phone and computer into one powerful communication tool. Its powerful capabilities let users see who is available, quickly relay and transmit important information, and use an easy, intuitive interface to better serve customers.

The multifunction call control interface is dockable and gives users the ability to dial, answer, or transfer calls from a PC without even picking up a phone. Using preset control buttons, users can dial numbers or extensions, launch applications, and view automatically generated screen pops of caller information through the interface.

Net Phone’s screen pops pass information collected from the OAISYS Interactive Voice Response (IVR), or from the customer database, to the agents handling the call. This means that a customer will never need to be asked for information twice. Additionally, instant text messaging allows one to receive coaching and help during a call without having to put the customer on hold.

Outbound calls are processed through the click of an icon or a single keystroke. Net Phone can even synchronize a telephone’s status messaging and call forwarding with the calendar in Microsoft Outlook. Electronic documents, applications, and web pages can be launched directly from the Net Phone interface for quick access to communication tools. Information transfer is simplified by dragging and dropping between tools such as the call log, speed dial list, programmable buttons, and Microsoft Outlook.

When using Net Phone along with OAISYS Tracer, authorized workers can activate call recording, add notes into the recording, and request a copy of the recording by email. Call center employees can receive answering scripts, manage their Automatic Call Distribution (ACD) status, and receive queue status notification such as call volume and wait times.

Call center employees, knowledge workers, road warriors, and remote staff members all benefit when Net Phone is deployed. Call center employees benefit from efficient processes that provide them with relevant information with which to satisfy customers and knowledge workers gain more control over their communications so that they can better manage their time. When connected to the internet, road warriors can combine a headset and a laptop for a fully functioning telephone to handle calls, instant message, and to view the current availability status of other employees.

Choose Nova

Whether working individually or in conjunction, OAISYS’ Call Center Solutions are sure to improve productivity and customer satisfaction. And when it comes to OAISYS dealers, none is more qualified than Nova to provide a business with these applications. Nova Voice & Data Systems, Inc. has installed OAISYS Call Center Solutions all throughout the United States and was the number one OAISYS dealer in 2004, providing more call center and ACD solutions that any other company for that year.