Braxtel Communications develops software that enables the creation of
communications solutions for contact centres. Fluency removes the need to purchase multiple solutions from disparate vendors. This simplifies customer support and increases agent and supervisory productivity.
Fluency is designed to integrate seamlessly into any legacy or modern PBX
or indeed any Database application for IVR/CTI purposes.
Fluency delivers the functionality required to enhance performance exactly
where it is needed and at the same time protects the investment made in existing infrastructure.
Braxtel software is designed to run on open industry-standard technologies
from companies such as Intel, Microsoft, Oracle, and Scansoft and offers an open application program interface (API) for integration to third-party applications. Fluency provides a true application server that supplies World Class solutions within a single robust software solution.
Fluency Communications Suite™
The Fluency Communications SuiteTM (FluencyTM) is a comprehensive suite of call center software capabilities designed to provide telephony and web-based communication applications for sales and service environments.
Fluency’s application environment supports the development and deployment of standard and customized applications and reporting capabilities such as:
Auto Attendant
Automated Call Distribution
Automated Messaging
Call Recording
Online monitoring
Interactive Voice Response
Integrated Voice Mail Messaging and Queuing
Attended Outbound Dialing
Web Call-Back
Call transaction reporting
Fluency Predictive Dialer
The Fluency Predictive dialer handles more aggressive outbound campaigns and has the unique ability of being able to adjust the outbound dial rate immediately with any change in campaign criteria. This is achieved with the Virtual Event machine, which is constantly simulating 10,000,000 calls per second to provide instant alignment with the required pre-dial to ensure high performance with full DMA compliance.
The blazing speed of the dialling algorithms means that there is no practicable limit on either the number of agents on a campaign, or the number of campaigns that can be run simultaneously
The dialling engine is constantly at work, at speeds in excess of 10 million calls a second, to determine the optimum dialling rate
Abandoned call targets are set to work within applicable national legislation; otherwise they may be set anywhere between 1% and 5%
Immediate hang-up on abandoned calls
Full Live reporting capability and comprehensive historical reporting
