A call centre or call centeris a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A call center is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to atelecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI) (From Wikipedia)

TiVA call center Designed for small to medium-sized businesses, starting from few as two or three agents to typically up to 100+ call centre agents / staff. Provides powerful and tailor-made inbound / out bound call centre solutions incorporating the following  call centre features:

IVR

• Automated switching – Day / Night mode
• Holiday Calendar
• Caller party Identification (CLI)
• Multi Lingual
• Customized menus and levels
  
  Routing calls to Agents on
• Skilled based
• Support ACD / UCD
• Priority based
• 10 priority levels
  
  Call Queue handling
• Display total calls in the queue in Wall board / supervisor
• Display calls in the queue with caller details with priority colour in Supervisor / Agent
• Click to answer queue calls
  
  Abandoned Call handling
• Display total
• abandoned calls in Wall board / supervisor
• Display abandoned calls with caller details with priority colour in Supervisor / Agent
• Click to call back

CRM and integration

• Support existing CRM
• Support MS SQL,Oracle
• Screen Popup
• Display Priority level in color.