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 Nettel - The Advanced Customer Service System
 

 Introduction

How many times have you spoken to your telecoms supplier about your telephony needs only to discover that their interest stops at the extension socket? You want integration with your customer database, ordering system, document production system and invoicing, but are politely told to contact your IT people.

We hear about Computer Telephony Integration (CTI) all the time, but when it comes to putting this in the average office, either the solution hasn't been developed yet or the price tag has so many zeros that it's permanently consigned to next year's budget, whilst you make do with what you've got. Until now...

Nettel is the most affordable Customer Relationship Management (CRM) solution you'll find, which fits in nicely with your existing ways of working - it's your customer interaction dream realised.

You've read about CRM systems, you've seen the hype, but what are they and what can they do for your business?

A CRM system helps you if you're a small company that wants to provide the standard of service expected from a large one, or a large company who wants to provide the personal service associated with a small one.

Nettel combines our proven IVR tools with customisable scripting software and links these to standard databases to provide the total office solution.  Some of the features are highlighted here:

  • All contact details for each customer on one screen.
  • Screen popping with customer details and scripting.
  • Quick search facility
  • Utilisation of existing telephone and computer system
  • Database on-line during call so updates can be made
  • Multiple-agent access so records can be viewed and shared simultaneously
  • Supervisor option to break into calls
  • Automatic e-mail to all agents with details of lost calls or messages
  • Customer history
  • Customer notes facility
  • Automatic letters/faxes/order confirmation/picking lists etc can be generated.
 

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Introduction
What does Nettel do?
How can Nettel help me?
Frequently-asked Questions
Technical Information


 What does Nettel do?

Nettel combines our IVR solution with our customisable scripting software and can link this to standard databases to provide the total office solution that you have been waiting for.  Benefits include:-

  • Utilisation of existing telephone and computer systems where possible (e.g. PC's and Handsets)
  • The system is fully modular, enabling piggy-backing onto an existing PABX (eg. dedicated to a small call centre function)
  • Screen popping with customer details and scripting
  • Automatic letters/faxes/order confirmation/picking lists or in fact any standard form can be generated while the agent is on a call
  • Automatic e-mail to all agents with details of lost calls or messages
  • Database on-line during call so updates can be made
  • Database history available on all customers
  • Multiple agents can view records simultaneously
  • Supervisor option to break into calls (call coaching)
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Introduction
What does Nettel do?
How can Nettel help me?
Frequently-asked Questions
Technical Information
 

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 How will it help my organisation?

When an incoming call arrives, the customer can enter their unique customer ID number, or the calling line identification can be interrogated.

This instantly activates your database and pops that customers record up on all of your agents' screens.

The agent taking the call will immediately have all the customer details in front of them, including a full history of all previous dealings with that particular client, including financial transactions.

The agent can (even whilst on a call) initiate a fax, letter, or e-mail or in fact any standard form to the customer whilst on a call.  This can reduce not only the call handling time but the wrap-up time between calls.

Features include call hooking, where a 'hook' can be placed on a client by a particular agent, so that if that client calls back at a later date, the system automatically knows which agent to direct the call to: no longer does a client have to explain something over and over again to different people.

Lost calls (calls that are abandoned after waiting too long) can be notified to the agent pool, by screen indication, or by e-mail using your existing system.  When an agent is free, the lost call list can be interrogated and you can call the customer back, knowing that they tried calling earlier.

Customers are never kept waiting while manual files are retrieved or an agent tries to find out who has previously dealt with them, because everything is at the agent's fingertips.

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Introduction
What does Nettel do?
How can Nettel help me?
Frequently-asked Questions
Technical Information
 

 More Info

Pricing
Contact Us


 Frequently-asked Questions

Does Nettel have to answer all calls or can I have live operators too?

Nettel is customised for each installation and can be set to answer all calls or work behind your operators as an overflow system.

Nettel can even have built-in scripting software if you prefer to have live operators answering calls, but want to ensure a minimum standard of service.

 

When my customers call in they are usually answered by a different agent each time.  Is there any way Nettel can help us offer a more personal touch?

Agents can put a hook on calls so if they are speaking to someone and that person calls back later, the call is automatically transferred to their extension.  This hook can last for one call, or can be a permanent hook for the case where each client has a dedicated account manager, for example.

Nettel also has a built-in client history so while the agent is on the call they can view the previous history for this client.  Agents can also add notes to the customer record while on a call which can be viewed by anybody with authorised access to the system.  So, even if another agent picks up the call, he/she knows what was last said and can offer the option of transferring the caller to him/her.

 

My agents often get bogged down with lengthy calls where the client wants a written quote or fax. This is very stressful when they can see other calls mounting up. How can Nettel help? Nettel has a built-in document production feature which can, on demand, send out template letters, faxes and e-mails.  These can be sent while the agent is on the call by simply clicking a button, which ensures the agent has nothing else to do when the call finished, allowing him/her to pick the next call up without having to remember to do something for the previous caller.  This has a remarkable effect on call wrap-up times.
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Introduction
What does Nettel do?
How can Nettel help me?
Frequently-asked Questions
Technical Information
 More Info

Pricing
Contact Us


 Technical Information

The Nettel system consists of a Server Machine which controls both the data network topology AND the telecomms-handling equipment.  Each agent makes use of a normal PC running Windows 98, NT, 2000 or XP, and connects to the server using the supplied client software.  It is this client software which is licensed.

The server machine is supplied by us and has an industrial chassis style.   Inside, the following specification machine exists:

PC IBM-compatible, with on-board self-monitoring equipment to forewarn of any system faults.

CPU Intel Pentium 4 2GHz processor or above

Memory 256 Mb for a standard 8-line system

Hard Disk 20 GB

Operating System Microsoft Windows 2000/2003.

Network The industrial unit has an in-built 100Mb Ethernet adapter with an RJ45-type socket at the rear.  This must be capable of connecting to a hub of the same specification, and the client PC's must be attached to the same subnet using the TCP/IP protocol.

If you need any more details, please contact our Technical Support team using the contact page.

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 Navigation

Introduction
What does Nettel do?
How can Nettel help me?
Frequently-asked Questions
Technical Information
 

 More Info

Technical Support
Contact Page

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