KPMG deployed at their headquarters in São Paulo/SP the solution COMMBOX by Voicelinx, a client of Khomp. Fully integrated with the PABX Siemens HiPath 4000, the COMBOX is a communications platform providing the functionality of ADC, IVR, Callback, Call Center Monitoring, Recording, and connectivity of local and remote agents. KPMG’s installation provides a reduction of attendance time, reduction of abandoned calls, total control about an operation, and even functionality of callback. The COMMBOX solution identifies users by the number calling the IVR, opens a navigation menu with the call time and prioritizes the calls in the queue conforming to the dialed options.
The IVR even provides KPMG with the possibility that users with a blocked password unblock their password 24 hours a day, directly by the IVR and without needing the intervention of a helpdesk analyst. The agents effectively login, logout, and pause (for different reasons) right from the application installed on their computers.
The COMMBOX allows analysts located in São Paulo and Rio de Janeiro to be part of a single group ACD, and calls originating from all sites of KPMG in Brazil and abroad are distributed among them.
Call Center monitor allows the control of telephone traffic and issues reports and graphics monitoring completed calls, calls in the waiting queue, abandoned calls and dropped calls and performance of agents and ACD groups.
When a user is put in the waiting queue, the COMMBOX informs the average time of attendance and opens an option for the user, who does not want to be waiting in the queue, to enter a phone number where they would like to receive a call (callback). The first analyst that is available receives on their screen a callback request, and by clicking their screen once the system makes a call to the user automatically.