Octopus® a hosted contact centre

Is your current contact centre technology restricting your ability to service your customers effectively?

Consider the benefits of a hosted contact centre with its minimal set-up costs, no capital requirement and maximum scalability. In December 2007, Telnet introduced Octopus® an Internet based hosted contact centre service that seamlessly links your callers to your own call centre staff via highly intelligent call centre technology that is hosted at Telnet’s secure data centre.

Rather than incurring the capital costs and time consuming frustrations of setting up a traditional contact centre you can take advantage of our state of the art virtual telephony systems and be fully operational in weeks. You keep your own people, you pay for only what you need with an affordable monthly fee, and you have the luxury of being able to focus on optimising call centre performance with comprehensive real-time reports.

Consider these benefits:

  • Access to the latest call centre technologies
  • No capital costs
  • Fast set-up
  • Pay for only what you need via a monthly fee
  • Scale up on short notice
  • No technical support required, end user friendly
  • 24 /7 support available

 

See How Octopus Features compare with your requirements List

Phone System

Individual CSR logins
Multiple queues per Inbound line
Universal Queues for all media types: Calls, Emails, Faxes, SMS
Visibility of calls waiting in queues
Automatic call distribution (ACD)
Computer Telephony Integration (CTI) that can automatically link each call with relevant data held in a database.
Ability to assign CSRs to single or multiple queues
Ability to allow post call processing time
Caller identification and directory
Supervisor ability to log in and listen to calls

Phone Support Services

Digital recording of all calls
Ability to seamlessly route calls to an alternative site in the event of an emergency, overflow or afterhours
24/7 technical support

On-line Reporting

Calls presented
Calls answered
Calls abandoned
Service level
Average speed of anser
Average talk time
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