Call Center

Call centers depend upon telephony technology, especially for their PBX, ACD/call routing, IVR, and call recording needs. Callfinity provides several products for businesses with inbound, outbound, or hybrid contact centers of any size around the world, but we're not a typical call center technology provider for three reasons:
1. We're flexible.
2. We're nimble.
3. We actually care about our customers.

Callfinity Context Call Center Suite (Callfinity C3S), includes the following modules:

ContextIP™

  • As the core of our product suite, ContextIP is a full-featured, scalable, and reliable PBX and ACD platform designed specifically for call center use. Because we utilize industry standards such as SIP, and because we maintain an open API, it's particularly easy to implement, integrate, and scale ContextIP.
  • Core features include:
    • ACD queues
    • Hunt Groups
    • Menus and Autoattendants
    • Web-based administration and dashboards
    • Voicemail via phone, web, and email
    • Transfer, conferencing, find-me/follow-me, monitoring with or without whispering, supervisor barge-in, speed dial, and more.
    • At-Home agent / remote agent support
    • Open database schema for external reporting
  • ContextIP is integrated with all our other products, including call recording/quality monitoring, IVR, dialer, and CRM.

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ContextCRM™

  • ContextCRM was designed and built exclusively for call and contact center use based upon feedback from some of the most successful contact centers in the US.
  • Screen-pop and dispositioning screens make it easy for agents to learn and use
  • Data import/export features are fully supported, as are external reporting tools utilizing ODBC technology.
  • ContextCRM includes a powerful flex-field concept, which allows additional data fields in either one-to-one or one-to-many relationships to be created.
  • True to our design philosophy at Callfinity, ContextCRM is designed to be easy to use and includes only those features most needed by our customers.
  • Additional features are often added during implementation using either flex-fields or customizations. All customizations are fully supported by Callfinity.
  • ContextCRM is integrated with all our other products, including our contact center PBX/ACD, call recording/quality monitoring, IVR, and dialer, however ContextCRM is also available as a stand alone product that integrates with many other PBXs, ACDs, and dialers.

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ContextIVR™

  • As a front-end to existing ACDs, or as an integrated part of the Callfinity Context Call Center Suite, our web-driven IVR system intelligently routes callers and collects information before a call ever reaches your agents.
  • Whereas older IVR systems are typically hard to program, difficult to change prompt recordings, and offer limited reporting options, Callfinity's ContextIVR system is configured through a simple web-browser interface, includes easy options to change call flow and prompts, and offers online reporting and direct database access for cases where you prefer external reporting tools such as Crystal Reports.
  • Customers can naviage through the IVR with DTMF tones or optional speech recognition.
  • ContextIVR is integrated with all our other products, including our own contact center PBX/ACD, call recording/quality monitoring, and CRM systems, however ContextIVR is also available as a stand alone product that integrates with many other PBXs, ACDs, and CRM systems.

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ContextDialer™

  • Contact centers that do a large volume of outgoing telephone calls use ContextDialer to place calls for agents, thereby improving call speed, reporting, and accontability and reducing contact center operating costs.
  • ContextDialer includes three different configurations:
    • Predictive: In this mode, the dialer is constantly calling your lists and predicting when agents will be available to interact with your clients. Features such as automatic voicemail/answering machine detection, busy/out of service detection, and fax/modem detection may be enabled or disabled as per your preferences.
    • Progressive: In this mode, the dialer waits until an agent is available before calling someone on your list, thereby eliminating the possiblity that an agent is not available when the call completes.
    • On-Demand: In this mode, calls may be placed by agents by clicking on a phone number from within ContextCRM or any other CRM/ERP system that offers an API.
  • Hybrid environments, in which agents take incoming calls when needed and do outgoing calls when the incoming ACD queues are empty, are well-supported.
  • ContextDialer is integrated with all our other products, including our own contact center PBX/ACD, call recording/quality monitoring, and CRM systems, however ContextIVR is also available as a stand alone product that integrates with many other PBXs, ACDs, and CRM systems.

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ContextRecorder™

  • CPR is 100% web browser based, making it simple to use in any environment.
  • CPR may be hosted by Callfinity, significantly simplifying deployments and reducing up front capital expense. Alternatively, CPR can be deployed on-site just like traditional call recording systems.
  • CPR supports liability recording, quality recording, and content recording.
    • For liability recording, CPR offers a 100% full time recording option to capture every call, and every call is tagged with a checksum to ensure that it is not tampered with. Calls are easily searched for and instantly retrieved from the potentially millions of calls stored.
    • For quality and training, CPR includes a forms designer for evaluation form creation, an automatic objective scoring system for evaluations that's customizable to suit your preferences, and an agent web interface to allow agents to view their evaluations and optionally respond to them.
    • Content recording is usually agent-initiated, and allows an agent to capture a particular part of a call for later association with that customer's account or ticket. This is particularly useful for sales call centers to capture the customer's purchase decision, or in technical support centers when the customer is explaining an issue.
  • CPR also includes an optional screen capture module, allowing synchronized audio and agent computer screen capture for a particular call.
  • CPR is compatible with nearly every PBX or phone system, including new VoIP systems. Some of our supported system vendors are Avaya, Cisco, Mitel, Nortel, Selta, Alcatel, Ascom, Aspect, Bosch, Fujitsu, LG, NEC, Panasonic, Phillips, Realitis, Rockwell, Siemens, Taridan, and Toshiba.
  • CPR also supports trunk-side recording regardless of your PBX vendor. Protocols include analog, VoIP SIP, VoIP vox RTP, E1 (DASS2, DPNSS, QSIG, PRI), T1 (CAS, 4ESS, 5ESS, DMS-100, INS-1500, ISDN1, ISDN2).

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CallRouter™

  • CallRouter is a front-end for existing PBX systems. When you find that changing the way your PBX works is too expensive, cumbersome, or simply impossible, CallRouter can provide a simpler solution.
  • CallRouter can provide call queuing, front-end IVR, post-call surveys, and call-back services to existing call centers without replacing your PBX.
  • CallRouter can also load balance call traffic across multiple call centers, providing higher availability and greater scalability for growing centers.
  • CallRouter can be used to transfer calls to at-home agents.
  • CallRouter is a trunk-side technology platform based on the Callfinity Telephony Media Server architecture.

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