Vgate VoIP PBX/PABX Solution for SMEs
Customer Care and Billing
Call Centre Platform
BisQuest - ERP
Vgate VoIP PBX/PABX Solution for Large Enterprise
For large Enterprise SoftQuest Solutions offers a complete VoIP PBX system and support service that allows companies to deploy a professional telephony infrastructure. The Vgate IP PBX/PABX system integrates seamlessly with POTS analog telephone lines, other VoIP networks and T1/ISDN lines.
With SoftQuest's VoIP solution a company can:
- Make free calls between offices.
- Have a remote office that can be taken anywhere, all that is needed is a broadband connection and the VoIP number anywhere in the world.
- Make conference calls
- Make video calls and video conference calls
- Direct inbound calls with an advance Interactive Voice Response (IVR) system
- Distribute inbound calls with Automatic Call Distribution (ACD) - essential for helpdesk and customer support areas. Available ringing strategies include multiple, ring-all, least call rings, hunt ringing, and expert ringer.
- Install multiple PBXs in different locations, allowing the routing of calls through several company owned PBXs. External and inbound calls from commercial telephone networks can also be routed through the company's PBX network. This means that an employee in one city can call a standard land-line number in another city by going through the company's PBX system in the caller's city and routing it to the PBX in the destination city which then dials the external number locally.
- Make the cheapest possible calls using Least Cost Route (LCR). LCR. is system that is used to determine which endpoints should receive a call depending on the base cost of the call. During a LCR-based call the call is typically sent to the provider with the least call rate.
- Use Remote Authentication Dial In User Service (RADIUS) authentication. RADIUS authenticates users and services that they are trying to access. Once authorised, access to network and the requested service is granted. RADIUS ensures that only the users authorised to use the web service are able to do so.
- Provide backup call routing using Automatic Route Fail over. This allows calls to be routed differently should one the PBXs in a multiple PBX setup fail.
- Monitor and Record inbound and outbound calls.
For more information see: Vgate - VoIP Gateway
Customer Care and Billing
SoftQuest's Customer Care and Billing solution is an integrated CRM (Customer Relation Management) and Billing system that allows a business to manage and care for their pre-customers and customers, as well as providing an integrated advanced billing system.
- An n-level account hierarchy with flexible and detailed functionality at each level of the hierarchy
- Split billing at various levels of the hierarchy
- Online billing as well as paper bills (for a fee)
- Flexible rating and billing options ability to generate a bill more than once
- Strong link between CCB and payment interfaces, particularly banking and e-commerce systems
- Pre-pay to/from post-pay migration
- Credit vetting
- Debt management
- Billing for 3rd party products
- Credit management
- Reconciliation and verification
- Revenue assurance
- Accuracy of bills
- Dealer management
- Customer care functionality
- Management of comprehensive marketing campaigns
- Web self-care functionality
- Customer retention tools, management of loyalty schemes
- Management of outbound contact campaigns
- Central repository of customer data
- Work flow capabilities - automatic distribution, tracking and logging of tasks
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- Fault and complaint management
- Web self-care and self-activation
- Voucher (and PIN code) management
- Order management - prioritisation of orders
- Tiered rating and automatic suspension
- Service activation / deactivation
- Reduction of customer churn and predictive analysis of customer behavior
- Development RIVR (Remote Interactive Voice Response)
- Remote access
- Content services
- DirectConnect (wireless VPN)
- Shared bundles
- Group messaging
- Ability to operate in a distributed environment
- Management information and reports
- Scaleable
- Ease of use of system
- Quality online documentation
- Reliable system performance
- Event driven functionality / automation
- Integrity / Validation and Audit
- Process management that avoids bottlenecks
- Effective definition and production of management information from the system
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For more information see: CCB - Customer Care and Billing
Call Centre Platform
SoftQuest's Call Centre Platform allows companies to communicate with potential or current customers in a rapid and efficient manner. The Call Centre Platform can be rapidly deployment with low overheads by utilising the low-cost advantages of VoIP technology. The platform is easily scaleable to encompass a company's growing needs.
- Web Based Management
- Helpdesk and fault ticketing for inbound call centres
- Lead management for outbound call centres
- Interactive Voice Response (IVR)
- Automated Call Distribution (ACD)
- Multi device connectivity (land-line, mobile phone, fax, computers, VoIP phone, mobile dialer)
- Multiple ringing strategies
- IVR broadcasting
- SMS and email notifications
- Text-to-speech data conversion
- Call monitoring and recording
- Auto fail over and load management
- Multiple service and customer classes
- Dealer management
- Security and fraud management
- Automated backup management
- Advanced reporting tools
Inbound Call Centre Scenario
In an inbound scenario, customers call in, the system prompts them for information, the call is routed to an appropriate person and the call is handled. Specialised programs can help a company save and manage information about the interactions it has with customers. The system can also have information about the incoming callers pre-stored in the database. Once called, the receiver of the call has the ability to call up information related to the caller for a more customised service.
Inbound call centers cater customer initiated interactions such as:
- Customer service (customers call with questions about accounts).
- Sales (customers call in response to direct mail or other advertising to purchase items).
- Technical support (customers call with questions about how to use a product or a service).
Outbound Call Centre Scenario
On the other hand, in an outbound call centre, employees initiate customer contact from a client or customer list and may track the customer interaction using the Lead Management module.
With outbound call centers, the company initiates the call, for example:
- Telemarketing (salespeople call customers or prospects).
- Collections (agents call customers regarding overdue bills).
Agents making outbound calls will have the list of information about the customers been called organised in a campaign format. The SoftQuest Call Centre Platform can automatically call customer numbers using the auto-dialer feature. Once answered information about the calls will be recorded within the system. All calls may be recorded for future training or any other relevant purpose.
For more information see: Solutions for Call Centres
BisQuest - ERP
BisQuest is a web based accounting and ERP application that also includes an Online Shopping Cart system suitable for a wide range of businesses from a web-based retailer, to small and medium enterprise running a distributed business in wholesale and distribution.
- Quotations, sales orders and delivery
- Multiple customer branches and contacts
- Individual payment terms
- Multiple price lists for different customer types and sales staff
- Quantity discounts and special prices
- Automatic shipping calculations
- Multiple currency support
- Supplier information and price lists
- Shipment and container inventory or tracking
- Purchase orders and backorder reporting
- Material Requirement Planning (MRP)
- User purchase order authorisation levels
- Multiple warehouse support
- Multiple inventory types (make, buy, kit, assembly or service)
- Manufacturing work orders
- Multi-level Bill of Material (BOM)
- Items may be serialised or lot/batch controlled
- Double entry accounting
- GL budgeting
- Profit and loss statements
- Balance sheets
- Fully integrated online web store
- Web store manages banner ads and customer product reviews
- Interface for automatic database backup scheduling
- Advanced taxation setup
- Audit trails
- In-built geocoding for customer and vendor mapping
- Advanced report builder tool
For more information see: BisQuest - Enterprise Resource Planning (ERP) |
