Startel Contact Center Solutions, that “bring happiness to your customers,” has been a leader in the ever-changing contact center and answering service landscape. Since 1980, Startel has responded and adapted to new technologies and paradigm shifts in the industry, and they continue to apply that expertise to prepare for tomorrow’s challenges.
Startel provides solutions that are both affordable (for small family-owned answering services) and scalable (to accommodate large contact centers), which makes Startel’s CMC a platform that grows with you.
Here is a look at some of Startel’s latest developments that are sure to give your contact center the edge, no matter what stage of growth you’re in.
Startel’s CMC RestAPI can improve agent efficiency by securely providing the data collected from callers directly to the applications your clients use every day. Rather than the agent needing to learn the client’s specialized software to manually re-enter that information, our RESTful API allows automation to synchronize data behind the scenes without agent intervention.
This reduces the need for manual dispatching. Rather than agents making lots of quick decisions in real-time to ensure individual messages end up where they should be, your organization can make deliberate, focused decisions to redirect the flow of data en masse according to the client’s requests.
Beyond just the data collected from callers, the RestAPI can also be used to retrieve statistical call data, manage client on call schedules, or track agent status in real-time, as well as make that information available to your customers to integrate with their own tools.
The capabilities of Startel’s CMC RestAPI are expanded even further through an integration with Zapier. Zapier is a do-it-yourself solution that allows you to harness the power of Startel’s CMC RestAPI without requiring expensive development or on-staff programmers. This web-based platform empowers you to automate your workflow across more than 5,000 popular apps without writing a single line of code.
CMC Partner Nexus
Partnerships between contact centers are never that simple unless you are using Startel, then everything is easy. The CMC Partner Nexus allows contact centers to share heavy-volume accounts and provide call overflow support. With a Partner Nexus established, you can also divert traffic to a partner CMC in case of an emergency in your local area. The Nexus will allow for messages from the partner site to seamlessly be inserted into the home system of the client. Sharing clients and agents has never been easier.
PocketVantage is Startel’s mobile app for Android and Apple devices. The app provides clients with a vantage point to view and update their on-call schedule, review and manage their messages, and access their team’s contacts from the convenience of their smart phone. Users of the app can also be given access to update their own contact information or create their own status updates and emergency notifications that display right in the CMC Flexible Agent Interface.
Flexible Agent Interface
Startel users continue to rave about how quickly they can train agents using the Startel Flexible Agent Interface (Flex). Now Flex is even more powerful as Startel developers continue to make this customizable agent interface more intuitive, which makes training new agents even faster.
Here are some features that make Startel’s Flexible Agent Interface an easy agent interface to use when training new agents.
- Active search for directory lookups and menu selection
- Dynamic automated dispatching: agent simply follows script and saves messages; Flex triggers the appropriate dispatch method based on time of day, who’s on call for a specific trade/specialty or the caller’s response to specific questions; and flawless automated dispatch even in unusual circumstance
- Online/offline status indicators when transferring messages between agents
- Streamlined board check (or message check) tool
- Improved handling of client presences (statuses)
- Advanced configuration options for holidays
- Abandon call actions automatically generate reminders for agents to return calls to callers that hung up without reaching an agent. Allows you to reclaim lost revenue for your contact center and provide better service to your clients.
Flex can be adjusted to suit your contact center environment preferences. If you are considering changing platforms, the interface screen can be designed to have a similar look and feel to your current platform interface. Message scripts/forms, client information pages, on call assignments, and other elements can be moved to different areas of the screen. The different elements can even be split into multiple windows so that the agent can better utilize a multi monitor environment. Further customization can be done by selecting different fonts, font sizes, and colors that can be saved as part of the agent layouts.
Pairing Startel’s Flexible Agent Interface with Startel’s Agent Scripting and automated dispatching reduces the amount of reading and searching for information agents must do which will improve agent efficiency and minimize errors.
StartelNOW isStartel’s web-based Agent Interface, which is currently in the beta testing phase. This interface can be used by current customers with the CMC platform and is provided at no extra cost as part of Startel’s Software Assurance.
StartelNOW allows an agent, anywhere in the world, to log in to the contact center from a website, on any device with a solid internet connection, and start handling interactions without any specialized software training. Agents will not be required to know and retain knowledge of special keystrokes to do things like sending an email or a secure message to a client. Paired with the other features of the CMC platform, agents will be able to follow the client’s unique script, get all the pertinent information from the caller, and save the message.
Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, government, healthcare, insurance, telephone answering service, and utilities.
Today, Startel has customers in 43 states across the United States as well as Canada, Central America, New Zealand, and Switzerland. Our customers depend on Startel’s solutions and services to increase business efficiencies, identify performance opportunities, and deliver quick, secure, and accurate communication 24/7 x 365.
To discover for yourself why so many contact center owners and managers say success starts with Startel, visit www.startel.com or call 800-782-7835.