Full Media Blending

TelStar Hosted powered by Vocalcom Full Media Blending

The administrator can configure inbound and outbound campaigns, emails and chat, bridging the link with telephony, data management and human resources in one unique solution. Agents treat each application with guided scripting for every campaign. Media is automatically based on a specific skill set, optimizing productivity.

Email Management

Clients today expect the same treatment from emails that they would receive by making a telephone call. TelStar Hosted allows you to manage and queue emails in real time, as if they were telephone calls, with skill based routing and prioritization for superior customer service.

Available agents receive the email directly to their Agent application. Emails are handled in a queue and managed by priorities by urgency or specific key words. Emails are distributed to proper departments by analyzing pertinent key words. Agents have several tools to answer email, including a Q & A library to optimize response time and eliminate spelling errors. The email queues can be monitored by the agents and the supervisors similar to inbound calls. Production statistics are also available to track email campaign performance as with call campaigns.

Web Collaboration, Live Chat, and Video Chat

Video call, Chat, Co-browsing, Web call back, and Web call through offer you next generation methods to communicate with your clients. Your clients will have the option to leave their contact information on your website for automatic call back. Clients or prospects can start a chat session with agents directly from their internet browser from a link on your website. Interaction can be done using a chat dialogue or by a co-browsing feature that allows the two parties to share browser information. This chat session allows you to manage multiple conversations simultaneously.

For direct communication via your website, your clients can talk to your service representatives using a VoIP call or a video chat, to provide a proactive one-to-one session with your clients. With live video feeds, you can be a step ahead of the competition. Video chat gives you a personalized ability to communicate with your clients face to face. Video communication can also be used as a sales tool to potentially increase your revenues.

Short Messaging Services

You can use TelStar Hosted’s solution to send text messages to mobile phones with embedded call back numbers, for sales, customer contact or permission based marketing and collections.

Vocalcom Media Center

Full Media Blending: Fax, email, and SMS
Website Integration: Chat and video chat, web call back, web call through, co-browsing
Email distribution based on skill sets
Internal email transfers reflecting skill groups
Attachments capabilities