Contact Luxor Suite consists of the following modules:

• Agent Module
• ACD Module
• Monitoring Module
• Management and Maintenance Module
• LuxorPhone

ModuleAgent

- 100% Web Environment

- Flex Application with an excellent usability for agents

- Integrable

This module allows agents to achieve their goals easily. The agent receives and sends calls both automatically through the autodialer as well as manually.

For its architecture, this module is easily integrated into other products on the market such as CRM, ERP or CMS web-based . The agent module can be integrated into all mainly used systems such as Vtiger, Sugar CRM, Open Bravo ERP, CMS Alfresco. For its flexible structure, can be integrated into any custom solution already present in a company.

Regarding detailed operations, every query entered into the system is automatically sent to assigned the agent or group of agents. The predictive dialer calls a list automatically assigned.

The agent allows the integral channeling process management through the Internet. Any call will prompt a tab in the web browser with all the associated information.

The CTI Agent consists of the following sections:

• Login
• Agent Section
• Manual Call
• Information
• Conclusions
• Telephone Operations
• Ready / Pause
• Logout

ACD or predictive dialer module

It’s designed to optimize

This module has a higher level of configuration and therefore is the best ACD on the market for calling.

The autodialer or automatic dialing system increases productivity and allows staff members to receive useful contacts and for the calls with status such as “does not communicate”, “not answering”, “the line is busy”, to be managed automatically.

This module manages communications efficiently and can dramatically increase the performance of agents in the issuance of campaigns. Likewise, the module generates full reports of all actions performed. The autodialer is framed within a comprehensive solution of modular, multichannel contact center, which is sorted by staff, platforms, campaigns, lists and queues.

The autodialer module allows different actions based on their integration into the system. It allows autodialing of voice and fax calls, sending SMS messages and emails. The module obtains the necessary data for these emissions directly from databases or from applications like CRM or ERP.

During the broadcast of the call issued by the autodialing module, the course of the call is determined based on the result.

• If the call is successful, the system can give a pre-recorded speech and lead the call to an agent.
• In the case of calls giving a busy or no connection signal, the call is automatically rescheduled to try again later.
• If the number does not exist, the management module identifies the non existent number to update the information.

The autodialing module allows phone number and contacts to call to be loaded in. It differences and treats different types of service and automatically considers alternative phone numbers.

The automated calls allow that agents receive only answered calls. It also increases the talk time of agents according to channeling times, dialing and the wrap-up with predictive or progressive calls.

The module allows performing simultaneous calls as well as indicating whether a call associated to a service, campaign or list can be answered. The module supports blending and performs different types of calls from the same agent post. It also ensures that the calls assigned to an agent are only directed to them.

The ACD module enables automatic processing which can be configured by the administrator of the incident. By monitoring the recall, the calls to be made and the automatic processing of the recalls can be managed. The information associated to the call is automatically presented. The latter requires integration with customer data sources.

The ACD module categorizes calls with operational conclusions and channeling conclusions. The operating conclusions define the various operations that have been made ​​within one call. The channeling conclusion indicates the end of the telephone call for its automatic rescheduling, in case it was defined by the administrator.

The module differentiates the types of agents who perform the channeling according to their profiles. It takes into account languages, levels, platforms and it adapts to to be used in a distributed way through different media platforms scattered throughout various offices and businesses. It fits all types of campaigns such as debt recovery, polling, telemarketing, making appointments and any need the company or companies may have, since it is also multi-tenancy.

The call lists are grouped according to selected criteria such as languages, types of customers or agents or campaigns.

The queue management allows treating personal, scheduled or final queues. This allows to assign agent to certain calls, associate preferential agents to specific phone numbers or passing phone numbers to a list including the numbers that will not be called to again.

The module supports events and actions and the application of external rules that can be modified on queues.

The autodialing module allows manual dialing by the agent from the phone bar. This action does not require autodial items.

In the dial mode to preview calls, the agent receives the video and gives the order to call that contact.

The progressive calls are made ​​automatically once the agent is available. The number of calls depends on the probability of a phone to be answered and is calculated based on statistics.

The predictive dialer automatically makes calls ​​before the agent ends their current call, in order to the new call to be immediately available before the previous call is ended.

Calls from rbattle card are used when there is no statistical basis for calculating the predictions. A mark on the battle card script may cause the predicted call. This mark, in addition to being in the battle card, is on the buttons for unargued endings as redial or incident, so that in these cases that disrup thte time of the call, the calculation is performed by the action of the agent.

This prediction can coexist with progressive and predictive predictions, and they are indeed complementary. The statistical algorithms indicate when to call and how many calls must be done.

Simultaneous calls to be made are spaced by 2 seconds to decrease the probability of simultaneous picked up calls and having to hang them up (drop call).

Examples of the operation of the predictive dialing module

Example of rules for the autodialer

Upon selecting a number to be called for debt recovery, an associated rule to this event is applied, which calls to additional rules from which one has te be met:

a) Robinson List. Verifies that the phone number is not subscribed to the Robinson list and therefore it cannot be called.

b) In debt. Verifies in real time whether the client has satisfied the outstanding debt.

If one of them is met, the system will not call this contact and assigns a conclusion to it that can be exploited from the administration.

Being an external rule, any changes to this rule would not affect the schedule of the product and can be done dynamically.

Example of incoming calls associated to events.

Another example applicable to incoming calls would be the launching of a rule that inserts the incoming telephone number and the associated information in a list of numbers to be called later from another campaign every time the incoming action is received. This finds its application framework in cross-selling campaigns, or clients updating.

Monitoring Module

The monitoring is done in real time, 100% Web based. It is an application that is also incorporated in Flex and allows a very rapid integration.

Through the monitoring module the call center performance is monitored, measured and improved in real time. Supervisors can perform the necessary verification of agents with this module, which allows them to monitor and participate in the calls. With the monitoring module, supervisors provide support and control notifications, schedule changes and they obtain detailed information of calls in progress in real time.

The module controls the scheduled outbound campaigns, both for incoming and outgoing calls.

Maintenance and administration module.

This module manages and controls all the Call Center activity online, from calls to the management of the staff, companies and their associated campaigns

Through various features, campaign, agents and supervisors groups can be configured. With them, the manager can maximize the effectiveness of the provision and campaigning.

The maintenance and management module allows configuring the Autodialer for adding and tuning the requirements of each campaign. It also administers the permissions and user/agents hierarchies, and setting up and managing conclusions and conclusion groups.

In the control panel a full view of the status of the lists status is shown. The administrator can manage campaigns and companies, setting up – if necessary- any data, such as events, schedules, objectives, lists, platforms, rules, services or equipment.

Available sections within the Maintenance and Administration module

• Actions
• Autodialing
• Agent management
• User management
• User permissions management
• Agent permissions management
• Campaigns
• Conclusion configuration
• Companies
• Events
• Conclusions
• Conclusion groups
• Schedule groups
• Objective groups
• Lists
• Objectives

LuxorPhone

Luxorphoneis integrated into the platform Luxor Contact SuiteContact

It transforms your computer into a multimedia phone, including voice, data and image features. This makes it possible to make calls to traditional phones over the Internet, at a low cost, and make connections between computers for free.