Solutions
Q-MAX
Q-Max Telephony System
About Q-Max Telephony System
Q-Max IP-PBX is a state of art communication solution that can provide all traditional PBX features in addition to the advanced features of the IP world.
The advanced telephony interfaces based on open-source system can receive, send, and distribute calls for up to 1024 telephony extensions per server
Open Connectivity fit any telecom interface
Q-Max IP-PBX can be connected to almost any type of Telecom Interfaces, that means q-max can be used in small offices with few phones and connect to land line as well as corporates and hotels with hundreds of phones and E1 lines, connectivity covers:- TDM (Simple land lines)
- GSM (Mobile SIM Cards)
- SIP Trunks
- E1 lines (PRI ISDN)Static IVRStatic ACD Module Q-Max offer rich and flexible voice menus which can be used to: – Auto-answer and custom recorded greetings and guided menus.– Store and play all information about services, products & department.– Off-load frequently asked questions, leaving agents focusing on high priority tasks.
Dynamic IVR
Dynamic ACD Module
Intelligent module that can interact with any existing system to retrieve data and use build-in text to speech engine to play result. For example, caller inter her/his file number or personal identification using phone digits to retrieve data about upcoming appointment without the need for human attendance or agent interference.Predictive Dialer
Smart DialingAdvance mass dialer, just upload any numbers database or file and the system will start dialing, dealing only with answer calls, scheduling un-answered calls for redial
- predefined strategy defining how many times a number would be re-dialed when no answer detected or answer machine is detected, interval between retrials,
- Questionnaires and surveys.
- Data collection and mapping
Voice MailCustomized IVRAutomatic Call Distribution
Q-MAX
Q-Max Call Center System
All-In-One Solution
Q-Max Contact Center System is a complete customer front desk and back desk system, its flexibility allows for complete customization from small call center with couple of agents to large enterprises contact center with hundreds of agents.
Advanced Calls Queueing Module
Smart Queues are group of extensions to route selected calls to group of agents instead of one person.
Calls will be routed only to logged-in agents, hence, lowering missed calls and guarantee better SL abidance.
Each queue has its own parameters such as extension number, MoH and ringing strategy (how calls is distributed among agents for fare call distribution).
Contact Center Agents Management Module
- Access control with advanced Rest Management System
- Dynamic wrap-up time control between calls for optimized performance.
- API to access different organization resource management system for better feed-back and customers satisfaction.
- Continuous performance monitoring
Customizable modules for Enhanced Customer Experience
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Calls are properly handled within predefined SLA and self-service menus.
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Music-On-Hold which can be utilized to play announcements, adds or just pure music.
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In-queue announcement for estimated waiting time and people in current queue.
A complete Ticketing/Call Management System
Q-Max CRM
CRM: Ticket Management System
Customized for contact centers
Sophisticated system with simple interface to manage customers’:– Enquiries
– Complains
– Request.
Business Process Engineering
Customized for contact centers
– Tickets description and classifications– Service Level for each type and TAT
– Back Office Slots with dedicated monitoring system.
– Auto Escalation Modules for predefined channels (SMS or Emails)
Complete “Issues Life Cycle” Management
Customized for contact centers
– Tickets description and classifications – Service Level for each type and TAT – Back Office Slots with dedicated monitoring system. – Auto Escalation Modules for predefined channels (SMS or Emails)Customers Profiling Database
Customized for contact centers
– Availing previous caller profile to agents before engaging in a call such as last call details, ticket status, appointments …etc.– Data can be retrieved from local or remote data systems.
– Other department can utilize data through different media (SMS notification, bulk messaging, social media management … etc.)
Robust Reporting Engine
Customized for contact centers
System is equipped with robust reporting engine for complete work performance analysis and decision-making support:– Calls Statistics.
– Agent performance.
– Back-Office Performance.
– Tickets status and statistics.
– Service level deviation and abidance.
– Quality Monitoring according to local KPIs.
We can also provide your in-house call center with skilled, well trained, and carefully selected agents. Agents are usually trained for basic call center and communication skills; furthermore, our representatives can discuss different scenarios should you have any additional training needs or extra knowledge base.
- Training Modern
Training Center with carefully selected trainers & titles
- Soft Skills Training.
- Refresher Training.
- Tele sales Training.
- Telemarketing Training.
