The right call center management solution can help you maximize the return on your software investment by increasing campaign design and customization capabilities, enabling change flexibility, and the providing the best possible customer contacts. Regard Network Solutions provides industry leading technology and design in its solution for call center. The key elements of success being ease of integration, campaign management, and a variety of tools to increase customer satisfaction and agent productivity.
What's more, Regard call center solution can be integrated with your existing hardware and telephony. Regard customized Call Center solutions include state-of the-art predictive dialing, automatic call distributor, Interactive voice response, fax on demand, Voice messaging, Voice Logging, advanced call center management, agent module for clients throughout the international business market.
Our solutions allow companies to more effectively communicate with their customers via multiple channels including inbound / outbound voice, email and fax and enhancing productivity and quality and reducing operating costs.

• Telco Dialer Software for Outbound Dialing Productivity

Regard offers custom configuration, installation, training, support and networking for its Outbound predictive dialer call center software. TelcoDialer enables call center managers to enhance bottom line productivity and reduce operational costs.
Advanced predictive dialer algorithm automatically places calls on behalf of agents and routes only the answered 'live' calls to them. Dynamic CPA capabilities recognize and screen out disconnected numbers, fax machines, answering machines, engaged tones, and unanswered calls, delivering only 'live' answered calls. TelcoDialer also reduces nuisance calls and includes critical features such as Do Not Call list compliance, scheduled callback and calling clients on the basis of timezones. It also handles internet call back and fax back requests.

• Pop Up Screen for Client Information to Agents

CTI screen pops enhance agent productivity and customer service by providing instant access to client data. Screen Pops also allow your agent to provide improved services to your customers by providing business critical data when it is needed. CTI-based screen pops retrieve and integrate all existing web, phone, and mail data on the inbound caller, then "pop" this caller information onto the contact center agent's screen.
Agents can see at a glance caller information, along with all available information on the customer profile. This means that CRM standards are maximized and productivity is increased through speedy access to relevant information. To add and maximise the advantage the Pop-ups include history of calls and earlier discussions of the client with different agents, promises made, emails / faxes sent thus ensuring a no nonsense response to clients.

• Telco IVR and TelcoACD Solutions provide effective call services

Combined power of Interactive Voice Response (IVR) with Automatic Call Distributors (ACD) provide call center managers a toolkit to create comprehensive and easy to use solutions providing fast access to data and information to automate routine tasks for inbound calling self service.
IVR is a "self service" interface that allows callers to enter and retrieve information over the phone, without having to talk to a live agent. It provides a 'voice' for your data so that callers can interact with business critical data in various enterprise databases allowing them to retrieve and enter information, all without agent intervention.
TelcoIVR benefits call centers by:-

• Extending operational hours without increasing call center staff
• Eliminating routine, repetitive and costly tasks from the agent's agenda
• Reducing call center agent turn-over by improving job satisfaction
• Providing low-cost multi-lingual support
• Increasing the overall capacity of the call center's operation
• Providing access to live agents only when needed

Telco ACD solution can also provide:

• Automatic Caller Identification (ACIS) such as that provided by Direct Inward Dialing (DID)
• Dialed Number Identification Service (DNIS)
• Automatic Number Identification (ANI).

• Call Center Real Time Reporting - Data Analysis Solutions

Real time reporting software provides data analysis solutions for review of real-time statistics on both projects and agents to the supervisors and managers. Graphical real time reporting software enables you to streamline call load operations management. It also allows to analyse performance and productivity with practically every component of the call center's operations. Real Time Reporting provides call center managers with an unlimited range of monitoring and performance data including statistics on:

• Call handling
• Call load
• Inbound/ Outbound ratios
• Call queuing
• Call volumes

Real-time reporting also has an optional data transfer for display of data on wallboards. Service / Performance Ratio, no of calls in queue and longest call in hold are vital information which are to be displayed on wallboards. Cube also has extensive range of wallboards for your entire call center needs.

• Call Center Recording and Monitoring Software

Digital Recording feature to digitally monitor, record, retrieve and analyse agent calls in wav or vox format is a powerful tool to assist in quality control and education of a contact center. The Digitized Recording option allows the agent to easily record portions of a conversation and archive the recording for later retrieval. The agent scripting application can also automatically launch the recorder so that agent conversations are recorded according to an event or sequence of events in the script.

• Coaching and Monitoring Improves Call Center Service Quality

Coaching and Monitoring feature allows call center supervisors to listen and talk to specific agents as they work with customers and to silently monitor them for quality assessment. At any point even supervisor can assume charge of conversation.
Because customers are increasingly aware of service quality, training has become a critical area in all call centers. Both agents and supervisors benefit as a result of the enhanced ability to deliver training and call assistance as it is needed. Customers benefit because service quality is dramatically improved through this feature.
Monitoring provides supervisors with the ability to monitor the quality of contacts in the call center and better prepare for required training.

• Agent Scripting for Intelligent Agent and Customer Interactions

Agent scripting application provides screen access to information such as inventory, price quotes, forms, invoices, media sourcing, and other data to assist in handling customer call questions.
Powerful agent scripting tool guides call center agents seamlessly through each customer interaction. Agent Scripting provides transparent, real-time access to customer and product information, and presents it to the agent's desktop, using a Windows-based GUI. Cube's adaptable agent scripting software provides agents with screen access to information and data to assist them in handling customers' questions. This program can be customized to support any type of call center campaign - inbound or outbound.
Agent scripting software allows call center managers to build decision-making logic into each campaign application so that agent actions and decisions are based on existing information and data gathered from the call. Agent Scripting provides support for the most popular design objects including list boxes, check boxes, radio groups and many more. This allows agents to easily capture business critical information and data.

• Call Center Database Query Builders - Campaign Management Tools

Database Queries are essential for creating effective and efficient calling campaigns. Query Builder allows the call center to focus the calling campaigns to specific and targeted groups by allowing call center managers to easily select the precise records that are to be called for a specific campaign.
This feature improves list penetration and enables concise information retrieval according to particular customer profiles. The Query Builder facility is as a core component of the system, enhancing the sales/marketing efforts of an organization. With intelligent datamining techniques, call center managers can see at a glance the success of individual campaigns by taking advantage of comprehensive statistics generated.

• Call / Screen Transfers and Conferencing Software

Conferencing and Transfer feature allows contact center agents to initiate external or internal call conferencing, or transfer, with just a few keystrokes. A key element of an effective contact center is the ability to leverage the resources and skill sets of agents and supervisors within the contact center. Contact center agents often need to conference or transfer a call to a supervisor or other agent pools for information, to handle issues or to provide verification of transactions. If a call is transferred from one agent to another licensed client, the customer's updated details are also transferred at the same time as the call.
Seamless undisturbed conferencing and transfer increase customer satisfaction.

• Agent Fax and Email Management Applications

Regard’s Fax and email management application allows agents to address customer inquiries with personalized responses. All the faxes and emails sent by agents are also entered in the history database of the client for an easy retrieval at later date.
This fax and e-mail marketing facility extends the multimedia functionality of call centers, so that customer interaction is maximized and overall call center performance is improved.

• Web-based interaction management

Includes the ability to queue and intelligently route incoming e-mails, text chats, Web callback requests and IP telephony calls.
It Can also work with your existing switch
Besides working as a true server based application using Dialogic Voice Processing Cards and Master Station Interface cards Cube’s Call center solution can also seamlessly integrate to existing switching equipment and preserve your investment in legacy switch equipment.
CTI functions and link provided by the existing PABX or Phone system holds the key for integration of Regard Call Center Solution for providing various solutions like screen pop up, outbound dialing, call routing, conferencing and recording.
The following is a list of switches that Regard Call Center software can support:

• Alcatel
• Avaya
• DEFINITY
• Coral
• Tadiran
• Ericsson
• NEC