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IVR & Call Centers

Maalik Creative Engineers  / IVR & Call Centers

Interactive Voice Response – is a technology that automates interactions with telephone callers. Enterprises are increasingly turning to IVR to reduce the cost of common sales, service, collections, inquiry and support calls to and from their company. Historically, IVR solutions have used pre-recorded voice prompts and menus to present information and options to callers, and touch-tone telephone keypad entry to gather responses. Modern IVR solutions also enable input and responses to be gathered via spoken words with voice recognition.

Main requirements of IVR process is:

  • IVR Platforms Back-end servers
  • IVR Applications Telephony Infrastructure
  • IVR Experts

Main IVR Features are: 

  • Multi-Language support – Give a menu for language choices
  • Play balance with multi currency support
  • Top-up account via IVR menu

MCE Major IVR Installation includes:

  • 0800 Toll free Help Line IVR
  • 0900 Premium rate IVR
  • UAN IVR
  • MOBILE IVR (Content based Services)

Call Center Solutions

Our call center solutions are specifically designed to provide call center owners with the most reliable service, technology and support to run a highly successful business. We have an innovative design offering state-of-the-art messaging and voice processing technologies, true open architecture, advanced digital switching technology and complete statistics with Low cost. Efficient agent desktops and one-touch keyboard functionality make for easy navigation and increased performance.

In Bound Call Center

MCE provide inbound call center setup and integration with Customer Relation Management software (CRM).

Major functionalities include:

  • CTI Pop Up based on Caller ID
  • DIDs Mapping (International Numbers)
  • IVRs and Voice Mail.

Out Bound Call Center

MCE provide outbound call center setup services. Major functionalities include:

  • Predictive dialing
  • Call Recordings and Logs
  • Wall board showing the status of all calls and agents.

IVR Features:

  • Multi-Language support – Give a menu for language choices
  • Play balance with multi currency support
  • Top-up account via IVR menu

Billing Management & Reporting:

    • Check the Customers balance, see Refills and payable and received payment.
    • Browse online payments made by Pay Pal, Authorize.net and Money booker.
    • Reporting statistics: CDRs, Max Concurrent calls Graphing and Profit Margin analysis.
    • LCR (Least cost routing) & LCD (Least Cost Dialing) management.

DID Sales

  • Manage your DIDs and sell them to your customer for monthly usage.
  • Customer can reserve DIDs for themselves and configure a Follow-me to redirect the calls over the PSTN by VoIP.

Asterisk Consultancy

We have expertise of Asterisk Open Source Telephony Platform and can provide following services:

  • Customized Development
  • Installation, Configuration and Deployment
  • Asterisk Integration with CRMs and other software

IP PBX

An IP PBX is a private branch exchange (telephone switching system within an enterprise) that switches calls between VoIP (voice over Internet Protocol or IP) users on local lines while allowing all users to share a certain number of external phone lines. The typical IP PBX can also switch calls between a VoIP user and a traditional telephone user, or between two traditional telephone users in the same way that a conventional PBX does. The abbreviation may appear in various texts as IP-PBX, IP/PBX, or IPPBX.

IP BASED Exchange Solution is an exciting State-of-the-art telephony solution for business. IP BASED Exchange Solution is built on an IP based network. Every aspect of it is designed to enhance service, improve employees productively and control communication costs. It unites multiple locations of an organization and also promise cost saving by combing voice and data one single network that can be centrally mainstreamed.

IP BASED Exchange Solution system consists of following components:

  •  IP Phones
  • IP BASED Exchange Solution Server
  • VoIP Gateway to connect with existing PTCL lines

IP BASED Exchange Solution can work with following trunks:

  • PSTN
  • GSM SIMs
  • Wireless Phones (WLL)
  • Any SIP Trunks

The IP BASED Exchange Solution server functions in a similar manner to any server in local area network. IP phones or soft phones register with the IP BASED EXCHANGE SOLUTION server, and when they wish to make a call they ask the IP BASED EXCHANGE SOLUTION server to establish a connection. The IP BASED EXCHANGE SOLUTION is able to connect an internal call or route an external call via VoIP gateway.

Why IP BASED Exchange Solution?

  • Eliminate phone wiring
  • Expandable
  • Better customer service & productivity
    Low Price then Proprietary Systems
  • Easier to manage because of web/GUI based configuration interface
  • Easier to do Business Analysis

+ - One missed Call is one missed opportunity

Attend your office calls from anywhere around the world.

+ - Bluetooth Connectivity

The Call Fit Box allows you to listen to both your land line and GSM calls over the Bluetooth headset.

+ - CLI Based Screen “Pop Ups”

If there is a call from your existing client, you will see their name and transaction history over your computer screen.

+ - Cell Phone as Cordless

No need to carry both your cell phone and cordless when you are in the office. Now you can use your cell phone as cordless to attend landline calls.

+ - Unlimited Extensions

You can connect as many extensions as you want to the IP BASED Exchange Solution.

+ - Call Recording

The IP BASED Exchange Solution can record all calls to avoid any conflict and improve the communication skills.

+ - IP BASED Exchange Solution greets your Customers

IP BASED Exchange Solution can make thousands of calls to people and can play pre- recorded messages to them.

+ - Suggestions/Complaints Recording

The IP BASED Exchange Solution would let your customer’s record suggestions and complaints without talking to an operator.