Real
questions, real answers.
Is Sibilo Voice compatible with my PABX ?
YES. Sibilo Voice is fully compatible with all systems and entirely independent of the systems it is used with.
Contact Center
Up to how many agents can Sibilo Contact Center support ?
Sibilo has a scalable, multi-IVR structure. This means an unlimited number of simultaneous calls and agents connected.
Can agents work remotely ? From their home ?
YES. Sibilo softwares are structured to allow companies to create physical or virtual platforms, allowing their agents to work from their home. In the industry, we refer to this as home-shoring.
What skills are needed to develop a contact center ?
NONE, in ASP mode. Training would be limited to around ½ day for your supervisors. Your supervisors can then train your agents on the tool.
In on-premise mode, when the customer doesn’t have Technician or Network Administrator or Analyst resources, App-line can provide a facilities management solution corresponding to our level II “Tranquility Maintenance” package.
Can I integrate all media in my contact center ?
Sibilo Contact Center is an “a la carte” multichannel offering. A range of media are available, including email, chat, Web Call Back and fax. There are a number of advantages in using several medias : you optimize your Customer service, you increase the chances of dialoguing with your customer when the customer makes his choice, on the channel of his choice; in other words, when the customer is most available. In the eCommerce industry, this means more sales, and on another level, enhanced service quality. In the Sibilo offering, all the media are seamlessly integrated. This means that all exchanges on all channels are covered by activity reports and metrics, and dialogs are recorded on a server accessible by all agents and their supervisors, providing an enriched knowledge resource.
Can I call up a customer file from my CRM tool ?
With its CTI capability, Sibilo fully integrates with your information system, in particular with your CRM tools, your business applications, your HelpDesk, ERP, etc. In this way, your agents can call up « contact files » from your other applications and complete them on the spot. You optimize your customer relations. Only a few hours are needed to set up the CTI links with your tools thanks to the flexibility of the Sibilo softwares. App-line keeps a constant eye on the tools most widely used on the market to keep the Sibilo softwares perfectly in pace with the evolving market.
Sibilo comes with a built-in CRM light solution which will allow you to generate contact files, a practical function when you don’t have a full-feature CRM tool.
Are there several clearance levels ?
Users are identified by login and password. The clearance levels include :
- Agent or telephone representative
- Supervisor : management of agents and services (queues)
- System administrator : clearance for access to all data bases.
Each user can be assigned a clearance level higher than its default profile.
How does Sibilo handle overflows ? Am I certain not to loose any calls with Sibilo ?
When a customer cannot be connected directly with an agent because there are not sufficient agents available, several cases can arise :
- the queue is full : the customer is dissuaded and can be routed to an appropriate speech scenario. Queue volume is managed by a parameter defining the maximum number of callers which can be put on hold. This is a dynamic parameter designed to evolve in accordance with the number of agents logged in.
- The queue is not full: the customer can be placed on hold until an agent becomes free or the maximum hold time is reached (overflow). This time is configurable by the supervisor.
While queuing, the customer can hold “actively” by navigating in the various menus and speech scenarios rather than listen to a simple « hold music ». The navigation is immediately interrupted as soon as an agent comes free.
If the customer has waited too long and is « overflowed » by the system, the speech scenario takes over to initiate a dissuasion procedure. Several choices are offered to the customer by the dissuasion process:
- leave a voice message
- record your telephone number for call back later
- be routed to another platform or service
- be routed to another company facility
- be routed to another voice service
Sibilo Contact Center comes, in its standard version, with a true Interactive Voice Response (IVR) using VXML as the standard development language. In this way, whether in « self-service » or dissuasion mode, the simplest-to-most complex scenarios are possible.
Can certain customers have priority in the queues ?
YES. This is the « VIP customer » feature. Customers put on hold can be queued with a higher level of priority than others. In this way, they benefit from a minimum hold time.
Can an agent be assisted directly by a supervisor during a conversation ?
YES. On agent or supervisor initiative (who can listen to the conversations of his choice), the agent can be coached by the supervisor through his earphone.
Is remote supervision of agents possible ?
YES. Just as agents can work remotely, the supervisors and administrators can connect remotely to the contact center through an internet site.
Is it possible to score an agent’s skills ?
YES. This is called Call Blending. The supervisor assigns each agent grades which correspond to a skill level by theme. In this way, once the reason of a person’s call is determined, the caller can be routed to the agent best qualified to answer the caller’s questions.
Can the caller be connected with the best qualified agent straight away ?
YES. This is the « preferred agent » feature. The caller is connected with the agent which has already worked on the caller’s file.
Is Sibilo Contact Center compatible with my PABX ?
YES. Sibilo Contact Center is fully compatible with all systems. More specifically, Sibilo Contact Center is independent with respect to the other systems used.
