4th
February, 2002 - YAC,
the UK based telecommunications solutions provider,has
recently launched a network based managed call centre
solution for business. Most telecom's providers offer
"Call Management" services however these simply
route calls based on certain parameters e.g. time of
day, and deliver them to the main business number. The
business then has to buy expensive on- site equipment
in order to provide call centre functionality such as
menus for callers, call queuing and announcements etc.
Smaller businesses and even branches of larger businesses
have not been able to afford this equipment and have
therefore not been able to offer advanced services to
their callers.
YAC
hosts all of this functionality in the network and can
operate it behind any 0800, 0845, 0870, or 0871
number, even other operators numbers already in
use by a customer. The telephony service is fully integrated
with a secure web based administration function, allowing
the customer to take full control over their call
centre functionality 24 hours a day.
YAC's
service operates down to telephone numbers of individual
agents, rather than to site level, allowing customers
to include home workers or people in different offices
to be part of the same agent group, even if they are
at opposite ends of the country. With 24-hour control
of the service in the hands of the customer if an agent
reports in sick, even at 3.00am in the morning, their
calls can immediately be re-routed to other agents.
Functionality
currently available includes: - Automatic Call
Distribution (ACD), Interactive Voice Response (IVR),
Call Queuing, Music on hold, Multi level menus, Customised
messages and prompts, PIN access, Automated Question
and Answer forms, Call Transfer, Integrated Voice Messaging,
Call Supervision and Usage Statistics.
No capital investment is required to use the service
and payment is made through a charge on each inbound
call handled.
"This
service allows small businesses and branches of large
businesses to offer their callers a better means of
contacting them without the need to invest and support
expensive on-site equipment," commented Graham
Cove, YAC's CEO.
About
YAC
YAC operates it's own telecommunications and IT platforms
from which value added services are delivered direct
to business customers. This allows these businesses
to run highly functional services without having to
buy and support additional equipment on their premises.
Examples of these services include inbound call management,
with complete call centre functionality, fax to email
conversion and conference calls. SME's can now benefit
from large company functionality without the capital
investment normally required. The customer, using a
simple, secure web interface controls all of YAC's services
and these can also be "own branded" for other
Telco's, Resellers and Corporates.
