InPhoSys

InPhoSys is an associated company of Call Connection, which provides the software to control and record the call centre activity down to the lowest level of call fragment.

InPhoSys has two core products, InPhoCall and InPhoQuest. InPhoCall, the reporting and routing software, achieves an advanced level of statistical documentation using the TAPI interface from the telephone system. InPhoQuest is the scripting tool, which dictates how agents handle calls from various sources. Within InPhoSys software, there is integrated call recording which allows call listening directly from a report.

For Call Connection, this level of accurate information and control over its own telephone system has been vital for the operation and management of the business.

IP Telephony: the call centre has used Internet Protocol Telephony since 2006, which allows better access to interactive components for the agents to use during working hours. IP “softphones”  ensure a future proof and expandable system compared to hardphones used in the majority of call centres.

Data Transfer: A recent system development is “data transfer”, whereby details collected from the caller can be transferred directly to partners along with the live call. The shopper therefore only has to give their details once, either via telephone or online, to obtain a wide selection of quotations.