Service Overview
Paper-based transactional information is still a large part of the process inside contact centers. Faxes are a key ingredient in the confirmation of transactions, order placements, and service requests. It is also vital to a contact center to have the fax process integrated in the customer relationship management (CRM) environment.
iFax is an inbound facsimiles management system that can handle all of a contact center's facsimile needs. iFax can receive all inbound fax transmissions and deliver them to the appropriate party via email system. Using Octon's iScript, iFax can create pre-defined automatic facsimile flows. The facsimiles that need special attention can be routed instantly to the appropriate skilled agents. The facsimiles will be stored in a database based on the time of day, queue conditions, agent availability, host response, or other specified criteria. iFax also allows independent, individual logins, ensuring facsimile security.
Combined with Octon's MMCM, having the outbound facsimile feature enabled, allows the contact center to engage in an outbound fax campaign. This is especially useful for conveying information to the public without the need of live agent interaction, allowing the contact center to use its human resources for other activities.
iFax also includes a database that organizes all facsimile exchanges between clients, prospects, and agents. Through an iFax browser, agents can search and retrieve all related facsimiles for a particular interaction using a variety of search criteria, while managers can retrieve all facsimiles and generate reports (with Octon's iReport ). Incoming facsimiles can trigger alarms (pre-defined) and alert all interested parties.
iFax is the ideal system for facsimile management.
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