Mediatel Data
“Call Center for everyone”
Media Call Center ®
www.dialogic.ro
Our Mission
Established in 1996,
Mediatel Data Company has
demonstrated a commitment
to developing powerful
Computer Telephony
Integration applications across
a variety of business
environments, looking for a
business-to-business
relationship for the long term.
www.dialogic.ro
Our Portfolio
Clients use our telephony solutions all over the world, in
countries like USA, Canada, Mexico, United Kingdom, France,
Italy, Germany, Greece, Sweden, Poland, Japan, Hong Kong.
Therefore, our “portfolio” contain companies like: Key
Financial Systems Inc.- Clearwater USA, Synovate Inc -Chicago
USA, OTE –Athens Greece, 2001 Marketing Inc – Clearwater
USA, United Air Temp Inc. -Washington USA, Talbot Inc. - Las
Vegas USA, Eway Telecom SA -Champigny sur Marne France,
University of South Mexico - Oaxaca Mexico, 3M Software SPA Lanciano Italy, Information Dynamix -Cairo Egipt, Inform Lycos SA
– Athens Greece, Viewcast -London UK.
www.dialogic.ro
Our Portfolio
In Romania, the portfolio of Mediatel Data includes companies like :
 Vodafone
 METRO
• SoftWin
 Telemobil SA ( Zapp )
 EasyCall
 CarpatAir
 UPC
 Hitmail
 Bosch-Siemens
 RomTelecom
 Mailers
 Heidelberg-Carpat Ciment
 Atlas Telecom
 Rentrop&Straton
 Petrom
 DialTelecom
 Citibank
 Johnson-Diversey
 EOS – Kasolvenzia
 BCR
 Politia
 Credisson
 BRD
 DistriGaz
 GRS
 OTP Bank
 Lafarge
 Posta Romana
 ASTRA Asigurari
 Altex
www.dialogic.ro
Call Center PABX Architecture
Inbound / Outbound
www.dialogic.ro
Call Center without PABX Architecture
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Overview
Media Call Center the
professional contact center
platform offers you a real and
clear image of your entire
business communication
activities. Media Call Center is
based on the latest clientserver technology allowing
multiple users to access
records and perform various
functions. It is written in a 32bit language utilizing best of
breed technology.
www.dialogic.ro
Overview
Media Call Center employs state of art technology
to provide users full control of their telephone system.
Features such as Drag and Drop of telephone calls and
agents, real-time graphical on screen reports are
invaluable in today’s competitive, customer oriented
environment. Powerful and flexible call routing
capabilities meet the basic call distribution requirements
of your contact center and, at the same time, enable you
to implement the more sophisticated call processing
solutions that increase revenues, reduce costs, and win
customer loyalty.
www.dialogic.ro
Benefits
The Media Call Center fuels your business by:
• Decrease operating costs.
• Increase your productivity.
• Increased agent efficiency.
• Clear understanding about your customers’ needs.
• Changing your image on the market.
• Differentiating from the competition.
• More flexibility and support for your current and future
products/services.
• Support in launching new products/services.
• Showing you a really and exactly informations of market.
www.dialogic.ro
Advantages
Price / Performance
With a good price and
performant functionalities,
our Call Center solution
give you better option four
your business.
Flexibility
Enables you to manage your
sales, marketing, research,
help-desk, or any other
telephone work to fit your
specific needs.
www.dialogic.ro
Advantages
Unlimited Projects
Different projects,
campaigns, and queues can
be active at various locations
in the contact center
simultaneously.
Real-time reporting
Updating while you watch,
instant assessment of your
campaign provides you a
distinct competitive
advantage.
Graphic Reports
Graphic reports keep you
abreast of contact center
activity.
Instant Control
Administrators control agent
assignment, instantly switching
agents from one project to
another.
www.dialogic.ro
Inbound
Automatic Call Distribution – ACD
Media Call Center enables you to handle
any type of inbound call instantaneously,
integrating all scripting features with
inbound calling. Media Call Center
system can also perform automated call
distribution assigning incoming calls to
the next available agent, minimizing
customer-waiting time.
www.dialogic.ro
Inbound
The Media Call Center manages multiple call center queues, keeps
a log of call group activity, and monitor activity, analyze queues, agents,
hold time, work time, clerical time, call codes, service level, and much
more. Depending upon user defined business rule, the system creates
different processing paths for different callers. For example, individuals
calling a special number can be routed for priority handling.
Customers placing orders can be distinguished and given a higher
priority than those seeking general information. However a call center’s
business rules may be configured, the ultimate goal should be to serve
every caller quickly and efficiently to meet customer service
expectations.
www.dialogic.ro
Inbound Specific Benefits
• Save money
• Allow you to project a professional image of your business
• Your activities efforts become more effective
• Maximum phone productivity
• Increased number of successfully leads, appointments
• Increased customer database
• Better customer retain and care politics
• More immediate feedback from your clients
• You can maintain real time performance oversight on your
team
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Inbound Features
Network-directed call routing
Call routing can be based on
information passed by the
network, including DNIS/DDI
and ANI/CLI.
Prioritized queuing
Priority levels can be applied to
incoming calls to ensure
highest priority calls are
answered first.
Conditional call routing
Call routing can be dynamically
altered, using call handling
models based on real-time
conditions in your contact
center.
Messaging
Callers can be given the option to
leave messages. The messages
can then be automatically routed
to agent groups for response.
www.dialogic.ro
Inbound Features
Reports
Reports and statistics for various
trunks, queues, and agents give
to the administrators an
excellent view of call activities in
call center.
Scripting
Media Call Center easily manages
any type of request, from
Intelligent Call Routing queues to
multi-level sales campaigns,
without requiring a programmer.
You can design nearly any type of
script imaginable.
CRM Integration
Easily integration with any external
Customer Relationship
Management application. Our
solution support interconnectivity
with any ODBC compliant interface.
Friendly interface
Media Call Center is designed to
be easily operated by any agent,
supervisor, or administrator.
www.dialogic.ro
Agent Interface
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Outbound
Media Call Center Outbound, including Pre-Dialer, Power Dialer,
Predictive Dialer, provide features unmatched in the contact center
industry.
Outbound Specific Benefits
• Full queue management / call
• Improve contact center productivity
• scheduling with automated dialing
• Increased sales and profits
• Increasing financial benefits by decreasing the telephony
costs
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Call Blending
Media Call Center can blend Inbound/Outbound calls with
both the predictive dialer as well as with CTI enabled inbound
queues. This means that when inbound calls appear, Media Call
Center can automatically switch an outbound agent over to
inbound, and answer the call. When inbound call volume
diminishes, the agent can automatically switch back to the
designated outbound project. This increases agent productivity by
automatically scheduling calls and sending them to the appropriate
agent at the optimal time and simultaneously being able to
instantly ‘pop’ the screen with the incoming project and record,
then launch the designated script and track each call.
www.dialogic.ro
Reports & Analysis
With more than 30 built-in reports, Media Call Center keeps
your managers in touch with the pulse of your contact center. As a
result, pinpointing problems and identifying the most successful
facets of your campaigns are simple.
Many reports enable managers to review real-time statistics
on both agents and projects. In addition to these reports, the
software affords you the luxury of being able to create custom
designed reports. You can easily export data to spread sheets
(e.g. Excel).
www.dialogic.ro
Reports
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IVR & Scripts
Media Call Center incorporated
scripting tools, enable you to
create online agent transactions
and assert complete control
over a queue or campaign.
Media Call Center enables you
to manage your application
specifically to the way you do
business.
www.dialogic.ro
Recording
 Focus on Call outcome and quality of Customer Experience.
 Reduces uncertainties in Call Evaluation and Performance
Appraisals. Takes subjective ness of these crucial assessment
and allows for better training of Supervisors performing this
task. The recordings ensures each individual is assessed on
performance, not opinion. Removes personal judgment.
www.dialogic.ro
Thank you for your interest !
Mediatel Data
Sos Bucuresti-Ploiesti nr 10
Bucharest, sect 1
ROMANIA
Tel / Fax +40 21 233 45 33; 233 46 33
Email: [email protected]
Internet: www.dialogic.ro
www.dialogic.ro