Call Center Solutions

Telephony is your network backbone serving all employees whether they are within your corporate walls, at remote locations, or mobile.

A reliable office phone system is integral to any business operations no matter what your size. Having the right system in place ensures you to effectively manage your calls and communication flow at all hours of the day and night. Whether it’s diverting to voicemail, voice to email, setting up conference calls, call accounting, call recording, virtual receptionist, music on hold, mobility or having simple call forwarding features.

Syscom Distributions can customize a call center solution to meet all your business needs today, and as you grow into the future.

By integrating voice traffic into the network, organizations realize cost savings on their telecommunications service charges and reduce costs typically associated with deploying or relocating employee phone systems. In addition, telephony ultimately results in a more effective way to communicate by integrating with existing information technology systems such as e‑mail or instant messaging (IM). The integration of other applications can provide a seamless communications experience.

Call Center in Business

The call center sector has been rising at a swift pace in the last few years. With the inclusion of small and medium businesses in this industry, competition has risen to its peak. Today, a company big or small is looking to outsource their call center to renowned companies across the globe.

So, if you are being confused about whether to outsource your call center or how an outsources call center  solution can actually boost your business. One of the most difficult tasks of a call center operation is the manner in which professionals use their time. Quite often agents get distracted owing to other operations and departments that lead to wastage of precious time. This wasted time can be utilized on other aspects of the business.

Thus, a call center, which offers a blend of effective and efficient solution can enable businesses to automate their outbound and inbound campaigns to generate the best results.

Inbound call center:

An inbound call center specializes in answering all sorts of incoming business or support calls. Inbound call centers are mostly customer service focused on this customers are calling a business or organization for the answers. The nature of call handled in inbound calls are sales inquiries,  client support services etc. Customer requests may be related to a product, an order or a billing problem. E-commerce sites are one of the biggest users of Call Center solutions.

Outbound call center:

In an Outbound call center in Oman, the call center agents make outbound calls to customers. We help companies in Oman to connect with your customers with our complete range of outbound call center solutions. Syscom Distributions as a leading call center solution provider in Oman, we offer high-level of expertise and experienced outbound telephone call handling solutions.

We let your call center agents work to achieve your business goals and offer a unique experience to your customers, and you don’t have to worry over how to manage your outgoing calls. With our call center set up in Oman, you can enjoy the  Simplify management of outbound, telemarketing campaigns, polls, and mobile programs through advanced dialing modes, scripts, historical reports, analysis of voice, etc. With our easy to handle outbound dialing solution to deploy and manage, small and medium businesses now have the functionality they need to move forward.

Blended call center:

 Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.

Advantages and attributes of call center solutions

When you integrate VoIP phone systems with call center solutions, your company can contact its professionals from multiple locations effortlessly. This also ensures you can sync calls in real time as well as track, record and hear conversations from anywhere no matter what the time.

Our call center solutions and services also help companies share vital inputs with an agent who is part of an on-going call so that the conversation can turn out to be in your favor. Whether you run outbound, inbound or blended telephony operations, our solutions are accompanied with the right tools to ensure proceedings move forward in a desirable and productive manner. Let us see some of the advantages below.

Exceptional Resilience

One of the most amazing aspects of the call center solution is that it allows the professionals to handle both inbound and outbound campaigns in accordance with the existing call traffic volume.

Better Efficiency

Whether you are outsourcing to a call center or running one, efficiency is a big aspect to keep in the mind. The call center solutions hike the efficiency of professionals owing to the attributes and utilities such as call transfer, intelligent dialer functions and allied.

Incremented Output

As we jotted above that integration of tools and utility aid in improving the efficiency, the overall productivity is also increased. Different attributes such as custom call dispositions and automated call distribution enable your business to craft and segment protocols that increase the number of calls answered and decrease the hold time and provide a superior customer experience. Other features such as innovative real-time reporting and similar management tools also help the call center to aid your business with a hiked productivity.

Impeccable Customer Experience

When the efficiency of the overall operation is increased and productivity goes high, who is going to get benefited from this? It would be your customers. They are the one to whom your partner would be offering a blend of innovative solutions so as to render customers satisfaction to the maximum. Since the call center agents  get all the customer data via CRM integration, a quicker and more accurate communication is being done.

Rise in Revenue

Many industry experts still believe that key to successful cross-selling and up-selling is the blend of innovative call center solutions. When customers attain maximum satisfaction, the overall customer-company communication becomes more efficient and effective. This provides the space to calling agents to slip in the additional service attributes, value-added offers or renewal of the contract during the conversation; which in turn helps the revenue generation process.

Tactical Business Forecasting

As a business owner, what would have been your magical wishes for success? It’s imperative that predicting the customer behavior in terms of demand is surely one of them. With blended call center solutions, you can now forecast the customer demands more effectively.

You can now find trends, look for KPI parameters and track the campaign results to streamline the business operations by utilizing the tactical business forecasting. On a smaller level, business forecasting also aids in enhancing the efficiency of the professionals, which lead to improved business performance.

Manage Your Contact Center Performance in Real Time

Syscom- Call center solutions

Syscom Distributions offer best call center services and call center solutions to small and medium sized business. We are the best call center solution providers in Muscat, Muscat. Customers are advancing throughout the years and businesses must be competent enough to cater their fluctuating demands.

In this advanced world, for a modern business to more understand the needs of the vibrant customers, there must be a flexible communication platform. Call center software solutions allow companies to deal with multiple clients scattered at multiple locations. Our call center solution is modernistically designed to upgrade the real-time user experience for improved sales and offering exceptional customer support.

Our call center solutions, is utilized to get and transmitting a sizable amount of requests by telephone. Mostly a call center is run by a company to administer incoming product support or data request from consumers. Outgoing calls are in the nature of telemarketing, debt collection, client follow up calls etc.

In addition to a call center, collective handling of faxes, letters, and e-mails at one location is known as a contact center.

Syscom Distributions can provide small to large scale call center solution to your organization. Beginning from two operators in single shift to hundreds of agents in multiple shifts.

With powerful practicality and ease of use, feature-rich capabilities concentrated on a efficient platform, our call center systems complemented by our dedicated technical support group and expertise, are set to maximize productivity and drive the strategic improvement of your organization.

For better customer engagement, it is important to stay in constant contact and forge strong bonds with your clients. Customers need to know that you are there for them and can offer adequate advice, customer service as well as guidance for all their concerns. To do this, you can take the help of Telephony solutions that supports an extensive array of call functions and features as well as look into various call center solutions and service provider in Muscat, Oman.

These solutions help you scale with ease, look after remote or distributed professionals and gain access to advanced reporting, analytics and customer experience features in a seamless and stress free manner.

Avaya Call Center Elite Solution

Deliver a Personalized Customer Experience That Builds Your Brand and Fosters Long-Term Loyalty with AVAYA Call Center Elite Solution.

Avaya CC Elite runs on our market leading Avaya Communication Manager and can easily be configured to include non-voice contacts providing multichannel routing capabilities for today’s contact centers.

Mounting pressures in today’s marketplace increased competition, squeezed budgets, and high customer expectations for service have presented challenges for organizations of all sizes. With the competition tougher than ever and limited organizational resources, it is almost impossible not to feel like you are constantly playing catch-up.

To succeed, organizations must find ways to overcome these challenges :

  • Dealing with fast changing business cycles and fiercer competitive landscapes
  • Constant pressure to deliver performance and results
  • Reducing costs permanently so you are using fewer resources
  • Driving efficiencies throughout your business employing smaller teams
  • Reducing agent churn
  • Differentiating your services from that provided by your competitors to continually grow your business
  • Improving call handling and average handle time
  • Increasing customer retention
  • Gaining competitive advantage as price to value becomes a priority
Improve Responsiveness and Your Agent Experience with AVAYA Elite CC

The CC Elite solution offers options for contact handling so your customers are treated in an efficient manner, enabling agents to more effectively respond to their needs.

Intelligent routing of contacts getting the right agent at the right time is a proven key driver of customer satisfaction. An added benefit it can help you reduce costs while delivering greater business value.

Agent client applications enable you to meet your desktop strategy, operating system preference, and contact center approach whether the agent is working at headquarters, in a local branch, or in a home office.

A New Era in Contact Centers:

Avaya CC Elite is a full-featured contact center solution with applications for handling inbound and outbound contacts across multiple channels and providing real-time and historical reporting insights.

 Avaya CC Elite runs on our market leading Avaya Communication Manager and can easily be configured to optionally include non-voice contacts providing digital channel routing capabilities from public cloud for today’s contact centers, and manages the collection, queuing, and delivery of voice and non-voice work items, such as chat, email, MMS, SMS, and social media sessions, to an appropriately skilled agent.

Use artificial intelligence (AI) and machine learning to identify subtle and valuable patterns of human interaction to pair individual agents to callers based on behavior rather than on strict order of call arrival.

The CC Elite solution offers options for contact handling so your customers are treated in an efficient manner, enabling agents to more effectively respond to their needs.

Intelligent routing of contacts getting the right agent at the right time is a proven key driver of customer satisfaction. An added benefit it can help you reduce costs while delivering greater business value.

Agent client applications enable you to meet your desktop strategy, operating system preference, and contact center approach whether the agent is working at headquarters, in a local branch, or in a home office.

Optionally, with Avaya Proactive Outreach Manager, combine behavioral pairing for outbound interactions be it progressive, predictive, or preview campaigns. Optimizing interactions between customers and agents leads to greater satisfaction and loyalty, improved quality of life, and enhanced revenue and profitability.

The CC Elite solution is modular, providing the flexibility organizations rely on as they grow and evolve, integrating seamlessly with Avaya Experience Portal for self-service options and with Avaya Call Management System (CMS) for end to end voice reporting and customization.

Digital channel analytics provides insights into traffic and performance metrics of individuals, queues, and activities over specified interval of time. Avaya offers solutions that will evolve your customer service operation to meet the changing needs of consumers.

Key Capabilities

The right resource at the right time : By capturing resource skill sets in the routing database, callers are routed to the right resource.

Native integration with Avaya AI Routing with Afiniti AiRo:  Behavioral Pairing is the process of using AI to transform how enterprises pair their customers with employees by identifying subtle, valuable patterns of human interactions and uses them to measurably increase customer profitability, turning your contact center into a profit center. Improve revenue conversation rates through increased sales, improved customer retention, and capitalizing on more cross-sell and up-sell opportunities. Reduce costs by optimizing call timing, improving operational efficiency, and increasing conversation effectiveness. Enhance customer and agent satisfaction boosting CSAT and NPS ratings, reducing agent attrition, and increasing agent tenure.

Simple wizards facilitate ease of use: Built-in wizards make configuration easy and fast. By leveraging best practices in contact center configurations, Avaya has created pre-defined desktop screen pops and routing rule definitions. This can shorten timelines, allowing business operations to commence more rapidly.

Optimal performance management: Reporting is pivotal to a contact center’s success. Basic out-of-the-box performance reporting offers real time and historical activity in the contact center environment. Supervisors can choose to display the information in grid format or report layout. Additional reporting is available optionally with Avaya Call Management System (CMS) which provides access to over 200 standard real-time and historical management reports; a designer package gives the ability to create custom text and/or graphical reports. A free mobile supervisor application enables supervisors to monitor agent performance while on the go.

Effective Agent applications :Provide agents with the tools they need to be more productive, responsive, and collaborative to provide a superior customer experience, whether they’re working in a headquarters location, in a branch office or home office. Dynamic, streamlined user interface delivers easy access to functions such as conference, transfer and a variety of agent capabilities such as Agent State, Log-in, Log-out, Click-to-Dial, and more. Choose from web, desktop, virtualized options, and native support with Google Chromebook.

Avaya Intelligent Xperiences™ Workspaces: A thin-client agent desktop, can equip your agents with the information they need, when they need it, so they can deliver more efficient, accurate, personalized service to your customers when they call, email, chat, or post to social media. Personalize customer experiences by enabling agents to view and interact with customer journey touchpoints, including calls, past transactions, inquiries, and more. Improve agent productivity by consolidating and presenting information from multiple applications (including CRM and third-party applications) into a single, comprehensive desktop view of your relationship with the customer.

Proactive customer engagement: From callbacks to targeted campaigns, these simple and effective integrated outbound dialing tools can improve customer engagement and balance agent workload.

Enhance customer experience through advanced treatments: Unique algorithms and capabilities such as Expected Wait Time, Abandoned Call Assistant, and Customer Requested Call Back deliver operational efficiencies and increase customer satisfaction.

Expand agent knowledge with customer history : Agent desktop displays a list of previous customer contacts to help ensure that agents have relevant context to better serve customers.

Avaya Workforce Engagement integration: Avaya Workforce Engagement helps organizations balance efficiency and effectiveness of the contact center more strategically by uniting contact center and workforce optimization requirements including Contact Recording, Quality Monitoring, eLearning, Coaching, Performance Scorecards, Workforce Management, Voice Analytics, Desktop and Process Analytics and Customer Feedback in to an integrated solution. As a result, organizations can make better decisions faster and manage resources more effectively transforming customer service from a detached business function into a strategic enterprise asset.

Avaya CC Elite runs on our market leading Avaya Communication Manager and can easily be configured to include non-voice contacts providing multichannel routing capabilities for today’s contact centers.

Syscom- AVAYA Global Services

Rapid technology changes are creating a challenging, complex, multi-vendor environment, leaving enterprises searching for ways to keep up and move forward under economic pressures. This environment creates a gap between the availability of new technology and the ability to consume it.

Avaya along with Syscom Distributions addresses the technology gap to capitalize on your investment and enables clients to achieve the true benefits of technology by removing complexity, improving performance and accelerating ROI.

From assessing business needs to designing, implementing, managing and maintaining the solution, Avaya Services provide a range of options to supplement or support your internal resources in addressing business needs.

Diamond Partner of AVAYA

Our Call Center Phone Systems solutions designed to be both scalable and feature rich and meets the growing demands of todays business conditions.

Other than call center phone system we have telephone products to support all the communication methods like IP, TDM, Video , Wired or Wireless and  SIP Protocol. Choose our call center solution that give  best fits your Business. Our call center phone system deliver maximum deployment flexibility  and all business niches or personalization requirements. Syscom Distributions offer high tech worry free deployment for contact centers and call centers  in Muscat, Oman. 

Get in touch with Syscom Distributions, If you want to get a better understanding of VoIP phone, call center software for small business or need to buy IP phone/PABX phone system for  your business.

We can install, support and maintain all phone systems to ensure you can meet the communications challenges your business faces.