ONE STOP

1
ONE STOP COMMUNICATION SOLUTIONS
2
Fully integrated call management solution

• Overview of the icall suite modules
• Why choose icall suite to compliment your PBX
• Product benefits
• Features summary
• Meeting requirements
• Cost justification
• Support
• To conclude

3
modules
icall suite is a complete call management
solution that fully integrates with any PBX
system. The solution is proven to identify
business efficiencies that ultimately deliver a
return on your telecoms investment.

• dashboards reporting for businesses and contact
  centres
• Manage, analyse and control communications.
• Comprehensive and easy touse.
• Demonstrable ROI.

4
modules
icall suite is a complete call management
solution that fully integrates with any PBX
system. The solution is proven to identify
business efficiencies that ultimately deliver a
return on your telecoms investment.

• call recording quality monitoring
• Fully featured call recording.
• Installed on a single workstation or server,
  accessible from any number of client PCs.

5
why choose icall suite to compliment your PBX

• Seamless integration with your PBX/IP phone
  system. Total integration means simple
  installation, guaranteed compatibility and a
  support service designed for the product.
• icall suite will bring a proven return on your
  telecoms investment.

6
report product benefits
Comprehensive feature-rich solution with advanced
features Easy to use Dashboard with customisable
widgets Wallboard alarms Multi-site reporting

• Retain customers by improving customer service
• Increase sales by monitoring and improving
  telesales performance and returning missed calls
  promptly
• Improve call handling performance
• Detect telephone fraud early, potentially
  preventing a huge expense
• Reduce communications costs.
• See reductions of up to 20

7
record product benefits
Comprehensive Feature-rich Easy to use,
flexible Scalable, secure Compliant Essential
reporting included Multi-site recording

• Monitor call quality and staff performance to
  improve company standards and customer care
• Resolve who said what disputes by confirming
  details from a call such as quantities /
  specifications of an order, protecting both your
  business and your staff from disputes.
• Protect staff from abuse
• Train staff on call handling techniques and
  customer interactions to improve performance
• Regulatory compliance (for FSA regulated
  companies)
• PCI DSS support
• Encrypted (legally admissible in court for
  litigation)

8
Meeting requirements

• The Value of Missed Calls
• How many calls do you miss everyday? How much
  does that cost your business? How many missed
  calls remain unresolved?
• Missed calls result in lost sales. Unresolved
  missed calls result in lost customers.
• According to UK Business Statistics, 56.7 of all
  missed calls never leave a message and never call
  back.
• Increase Sales
• Do you monitor calls?
• Monitor calls to provide the right training to
  the right people. Improving performance will
  increase sales.

9
Meeting requirements

• Improve Customer Service
• Do your call handlers represent the business as
  you would?
• Fantastic customer service differentiates you
  from competitors. Monitor call quality and
  staff performance to improve company standards
  and customer care.
• Retain More Customers
• Do you collect, analyse and refer to customer
  call data?
• More informed callers will lead to less
  repetition on calls, efficient conversations and
  vastly improved customer service.  
• Train Staff to Reach Their Potential
• How do you train your staff? Do you pay for
  external training?
• Call recording enables managers to monitor
  agents, see where training is needed and to
  replicate good call handling. Reporting provides
  the analysis required to identify areas where
  improvements can be made.

10
Meeting requirements

• Handle Disputes in a Professional Manner
• Can you identify the source of any errors on a
  call?
• A recording empowers you to resolve problems
  before litigation, protecting both your business
  and your staff.
• Compliance
• Do you need to comply with regulations?
  Encryption / PCI Compliance.
• Overall Cost Savings
• Did you know you could reduce your communications
  costs by up to 20?
• Identify unanswered calls
• Verify call costs, identify billing anomalies
• Highlight telecommunications fraud
• Control communications capacity and traffic flows
• Generate revenue through call cost mark-up line
  rental charges

11
cost justification

• How much is a call into your business worth?
• Calculate the value of an average sales call and
  the number of missed calls into the business. Do
  you know how many of these missed calls remain
  unresolved and of these the number that do not
  call back? In the majority of cases,
  understanding these figures delivers powerful
  cost justification for call reporting.
• Training
• The reporting and recording solution can cost as
  little as the price of 1 day of off-site training
  x 2 people. Recording and monitoring performance
  enables training to take place in-house.

12
in conclusion

• icall suite is a quality feature-rich solution
  offering complete integration with your phone
  system.
• Gain from increased productivity, improved
  efficiency and ROI on your telecoms investment.