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SWYX the communication ENGINE
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Applications

XCall Center

XCall Center is integrated on a Swyx Powertelephony System running on a Windows Server System and needs no additional hardware.

IT Net World offers this powerful contact center to small and medium enterprises. With this combination it’s possible to operate an economical and efficient call management for everyone
Some of the XCall Center features stand out:
 


-          unlimited number of queues
-          unlimited number of agents
-          easy configurable announcements
-          recording all calls
 

 XCC is a suitable solution for all kind of different Swyx customer segments like:

  • enterprises with flexible jobs where dynamic call distribution has to be integrated (telework stations, field representatives, branches)

  • enterprise looking for integrating a call center in to there existing CRM/ERP

  • enterprises with call center-similar call distribution requirements, like One ton One

  • customer care or contact relation management

  • enterprises which desire efficiency- and cost analyses of their telephone contact volume

The XCC features:

Queuing
The customer can generated defined and unrestricted numbers of queues (waiting queues). Characteristics can be assigned to each queue such as strategies, skills, priority escalation procedure, announcements, VoiceMail and IVR

Strategies
The call distribution strategy of a queue determines, in which way incoming calls are assigned the individual agents. In the basic size the following strategies are implemented
Skill based
Due to criteria, like language or specialization, arriving calls are passed on to the appropriate free agents
Longest Waiting
The calls are assigned to that agent, who received longest no call
 Priority
The call forwarding happens after priority of the agents, customers or queues. VIP callers are automatically distributed to the next available agent or hop in front of the waiting queue. 

Skills
Unlimited attributes can be assigned to any agents and queues, which with the skill based routing, a specialized and customer-oriented call delivery can be provided.
Escalation, queue OVERFLOW control
A defined escalation scenario can be assigned to each queue. This guarantees that all calls can be escalated and dynamically distributed to an idling agent of an other queue.
Reporting
The module XCall Analyzer allows detailed data interpretation of the telephony behavior

 
 
H320
 Headset H320 (monaural)
Headset H320 makes you almost forget you are on the phone, giving you the feeling of face-to-face communication.
H322
 Headset H322 (binaural)
Headset H322 makes you almost forget you are on the phone, giving you the feeling of face-to-face communication.
H340
 Headset H340 (monaural)
It includes many attractive features such as its 3-in-1 wearing style and a noise cancelling microphone on a flexible boom arm.
H342
 Headset H342 (binaural)
It includes many attractive features such as a noise cancelling microphone on a flexible boom arm, soft leatherette ear-cushions and a fully adjustable headband.
H350
 Headset H350 (cordless)
Up to 150 meters range and approximately 12 hours talk time make this wireless headset solution the ultimate choice.
Headset H360 (cordless)
The SwyxIt! Headset H360 is a monaural wireless headset.
Handset P250
Convenient handset with integrated loudspeaker.
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