Tomash Call Centers are complete software solutions based on CTI technology (Computer Telephony Integration), where agents/operators receive and make calls via specialized software that provides simultaneous data processing and connections to other information systems. They provide a high degree of automation during ongoing calls, automatic rerouting to appropriate operators via PBX, call recording, provide operators with important information from connected systems and databases depending on the type of calls/services provided to the interlocutor, collect and process call data.
Outbound Call Centers are the fastest way of making a large number of targeted outgoing calls (public opinion polls, marketing campaigns, telemarketing...), via CTI based system (Computer Telephony Integration), i.e. with the help of an information system with embeded telephone system, which enables operators to complete the survey process as quickly and accurately as possible. Calls are made by an automatic system with a pre-defined list of numbers, depending on the campaign parameters, with operators/agents making conversations with respondents and enter answers into the central system, where further processing and analysis of the entered data is carried out. CTI is one of the most reliable and fastest ways of collecting and processing information, because due to the highly automated system, the factor of human error is largely eliminated (multiple dialing of the same numbers, choosing the wrong target group, using the wrong dialogue lists, etc.).
Inbound Call Centers are more complex types of Call Centers, and represent an indispensable part of the CRM (Customer Relationship Management) system of the company that implements them. Calls are received by a voice machine that can have an arbitrary number of options for the interlocutor, and depending on the selected option, the call is forwarded to the appropriate group of operators or another machine that provides the interlocutor with the information he needs. With such systems, operators have at their disposal a large number of tools and automated processes when talking to the service user, which allow them to serve the interlocutor in the best and fastest way, i.e. to provide appropriate information, or receive important information that is then processed or forwarded to the appropriate divisions within the company or outer entities for further processing (warranty claims, dispatch services, 911 (112) emergency sistems, etc...). Inbound call centers usually represent only one part of a number of interconnected systems in a company that provides certain services to clients, and must be able to exchange and process information with connected systems with a high degree of automation. The most common implementation of such call centers is in companies that have their own contact centers (information, complaints, dispatch services, technical support, billing...)
Tomash Dispatch VOIP 8.0 is the lates generation of combined Inbound-Outbound call center software developed by TOMASH Group. It is a modular information system with a large number of pre-developed modules that can be implemented to client's systems according to their specific needs. It has an internal system of receiving, filing and forwarding call data inside and outside the company that uses it, it enables control of the flow and execution of calls/data, filing and processing of data, support for e-mail and bulk SMS servers, as well as a large number of modules and codecs for communication with the phone servers/switchboards, analog and digital. All modules are expandable and can be personalized depending on the jobs for which they are used, and have modules for connecting to other information systems. SIP, TAPI and CAPI technologies are used for communication, which cover most of the widely used telecommunication technologies today. TAPI and CAPI technologies are used for the existing users software which use older telephone infrastructure (modems and voiceboard cards), while for the new users of our call center solutions we implement only digital communication technologies (IP) and software modules for these types of communications.
