KMWare Call Centre.
KMWare's Call Centre application is our flagship application
This software was written with the client's needs in mind for any client that offers any kind of service to any kind of industry. If your company has ever received a call to attend to a need that one of your clients has, and somehow the need was never addressed. If more than one call was taken for the same need, and two resources were dispatched to attend to the client, then you need this software. If your company has ever attended to calls in the incorrect sequence due to the person despatching the resource not being sure which call to address first, then this software is for you. If your clients have ever needed some form of reporting detailing what has been done regarding their calls, then you need this software. If you need to know who has taken calls, despatched resources, attended to call, then you need this software.
If you need to know the history of calls for a specific item belonging to a client (at the time of taking the call, or not), then you need this software. KM Software's Call Centre application has the facility for you to add all your clients and their contact details to the data base, each client can also have various branches allocated to them, and each of these branches has their own contact details recorded. Each of these client can then have specific units allocated to them, a unit can be a computer, a vehicle, a TV, etc. These units can also be catagorized in order for you to be able to filter the units when using them. Should a unit be transferred to another branch, or sold, the software caters for this as well.
When a client phones in to log a call, the operator will select the client from the system, and if necessary the branch that the client is calling from, as soon as the client and/or branch information is selected the call capturing screen will automatically populate the relevant contact details with the information stored in the data base, this information can be over written with different information if required.
All of the units for this client/branch will then be listed for the call taker toselect the appropriate one.
As soon as the unit is selected the history of calls for that unit will be displayed with the latest call being at the top of the list.
If there is already an open call for the unit, this call will be displayed in red text in order for the call taker to be made aware of the existing call.
If the call taker wishes to see the details of the previously logged calls, the facity is there to do so.
To assign a call to a resource is as easy as dragging the call and dropping it onto the resource, as soon as the call has been attended to and the call is now closed, it will be removed from the list of open calls.
All actions performed using this software is logged, and there is an audit trail report that management can use to determine, who has done what on the system, to ensure that company procedures are followed correclty, and at the same time, this information can be used to prove what was done should a client ever query what was done by your company.
