Mediatel Data Call Center for everyone Media Call

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-tobusiness 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, 3 M 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 • Soft. Win § Telemobil SA ( Zapp ) § Easy. Call § Carpat. Air § UPC § Hitmail § Bosch-Siemens § Rom. Telecom § Mailers § Heidelberg-Carpat Ciment § Atlas Telecom § Rentrop&Straton § Petrom § Dial. Telecom § Citibank § Johnson-Diversey § EOS – Kasolvenzia § BCR § Politia § Credisson § BRD § Distri. Gaz § 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 www. dialogic. ro

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 32 -bit 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 www. dialogic. ro

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 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 www. dialogic. ro

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 www. dialogic. ro

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 www. dialogic. ro

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: info@dialogic. ro Internet: www. dialogic. ro