News

27/02/08

Real time customer feedback improves contact centre

The government recently set publicly funded contact centres and help lines a challenge - fundamental and transformational change. The Varney Review of
Public Services created a new performance framework that places clear emphasis on services being designed ‘from the customer up’ and states that these centres must now have systems in place to accurately measure performance in key areas.

21/09/07

Opinion-8 Shortlisted for Technology Effectiveness Awards 2007

Opinion-8 has been shortlisted as a finalist for the 2007 Technology Effectiveness Awards. The awards are presented by the Association for Survey Computing in association with the Market Research Society.

Call centre technology

Break free of your reliance on expensive, inflexible, proprietary call centre technology!

VOIP and open source technology

At Square Systems we have been developing call centre technology for over a decade, and we specialise in the application of VOIP (voice over IP) and open source technology for call centres. We have been implementing, supporting and maintaining the open source telephone system Asterisk in production environments since early 2004. Using Asterisk in combination with VOIP gives extremely feature rich and cost effective solutions. Let us help you with the supply, integration and support of Asterisk and associated IVR and VOIP solutions and make a risk-free move to this exciting new technology.

Why use open source technology in your call centre?

Functionality: Asterisk is feature rich and highly configurable. There are hundreds of add-ons that extend the functionality and usability of Asterisk.
Integration. Because it is open and configurable it allows you to log and record calls in your CRM system, have relevant CRM records pop up on screen when the phone rings, automatically dial a selected list of contacts and display customer information collected via IVR on call centre agents' screens.
Development: Asterisk is constantly updated and there are a whole raft of products and extensions designed to extend functionality and usability, with a large community contributing new features and extensions.
Cost: You are not locked into proprietary product with risk of obsolescence, discontinuation or forced upgrade paths.

VOIP: Why use the internet for telephone calls?

VOIP is the routing of voice conversations over the Internet or through any other IP-based network. Benefits of using VOIP over traditional telephone networks include:

Location independent: Call centre agents can answer the phone from anywhere, whether at home or in a satellite office.
Functionality: Many VOIP packages include features that most telecommunication companies normally charge extra for, or which may be unavailable from your local supplier, such as 3-way calling, call forwarding, automatic redial, and caller ID.
Cost: Calls you make to other VoIP phones are free. Square Systems can provide very low cost call connection to other lines (about 1p a minute UK national) with no installation or rental charges.