Specifically designed
to provide a comprehensive telecoms business continuity
solution
for all incoming calls to a call centre, GemaTech’s
BCM enables the call routing functionality deployed
within a conventional call centre to be replicated,
as far as possible by re-routing inbound calls
to Agents who have relocated to any number of alternative
locations but continuing to receive calls to ALL
of the various call centre services that they were
receiving prior to the “disaster”
Located in the sanctity and security
of any Carrier’s exchange, GemaTech’s
BCM capitalises on the flexible re-routing capability
of non-geographic numbers to enable ALL of a call
centre’s non-geographic service numbers (0800;
0845; 0870) to be re-routed to any number of alternative
locations. It also provides any number of supervisors/managers
with the capability of being able to monitor and
manage live, what is happening to your incoming
calls as the invocation/incident unfolds and, if
necessary, make changes to the call plan quickly
and easily as circumstances dictate. This very
powerful management platform also enables managers
to listen in to those incoming calls and possibly
make changes to the call plan as a result.
Features include the ability to
immediately transfer
Any number of specific call centre
service numbers to any number of alternative locations
on an intelligent “follow me” basis
using the BCM’s fully fledged ACD functionality
including comprehensive skills based routing.
Any number of individual non-geographic call centre service numbers
to any number of individual locations providing Agent independent
working.
Live monitoring of call activity and the ability to make changes “on
the fly” as circumstances dictate.
Detailed call statistics available both during and after the invocation – an
invaluable tool for improving your plan for the next time!
Any number of alternative call plans can be stored and selected
by simply “dragging and dropping” with changes being
made to individual people plans.
Activate the system from anywhere in the world via a data connection
providing the ability for any person to logon/log off remotely.
GemaTech’s BCM comprises
the total solution incorporating both hardware
and proprietary software developed by GemaTech’s
in-house design engineers from first principles.
Whereas the core technology of most other manufacturers
of Automatic Call Distribution (ACD) products comprises
a sophisticated and powerful (and thus expensive)
PBX unto which a number of additional functions
have been added, including ACD, a Management Information
System (MIS) and call recording modules GemaTech’s
BCM incorporates only those features and functions
required to provide comprehensive (ACD) functionality
thereby enabling gematech to provide a much more
cost effective and easy to use product which is
capable of providing all of the functionality actually
required by end-user customers – but at a
fraction of the price of conventional ACD systems.
Furthermore, and as illustrated
in the accompanying configuration diagrams, the
design concept of locating GemaTech’s BCM
in any selected carrier exchange enables multiple
call centres in the same ownership to be recovered
by a single BCM unit – given the assumption
that all respective call centres are at least one
mile from any adjacent call centre. Accordingly,
if a call centre operator has, say, three call
centres with up to 100 Agents in each, then all
that is required to provide a comprehensive telecoms
business continuity solution for all three call
centres would be a single BCM unit located in a
selected carrier’s exchange sufficiently
distant from all three call centres with the capacity
to recover the largest call centre – in this
example 100 Agents.
GemaTech’s technology is
fully scaleable with additional capacity provided
by simply “bolting together” additional
hardware and software modules so that there is
never a case when one unit is “full up” and
needs to be replaced, thereby incurring significant
additional cost, by having to purchase a whole
new system capable of handling much greater capacity.
Unlike many other ACD manufacturers,
GemaTech do not sell their products and solutions
based upon the number of Agent seats being provided
considering this approach to be unfair to the end-user.
GemaTech’s pricing model is based upon the
number of concurrent in-bound calls that the BCM
is required to re-route at any one time. Consequently
if there are, say, 25 Agents working in a call
centre but only 15 are on the phone answering inbound
calls at any one time with the other 10 Agents
busy implementing the previous caller’s requirements
then only a 15 concurrent call system is required.
gematech’s BCM is fully scaleable from being
able to recover from 5 concurrent inbound calls
up to 30,000 concurrent inbound calls.
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