Welcome to the future of Callcentres

1. Welcome to the future of Callcentres CYREX Web Based Callcentres CRM Cyrex Communications

2. CYREX Callcentre CRM Cyrex Communications  Page 2

3. Inbound, Outbound and Blended call handling Outbound agent-controlled, broadcast and predictive dialing Web-based agent and administrative interfaces Ability to have agents operate remotely Intergrated call recording Three-way calling within the agent application Scheduled Callbacks: Agents only and anyone Scalable to hundreds of seats Ability to use standard Telco lines and VOIP trunks CYREX Callcentre CRM MAJOR Cyrex Call Centre Features: Cyrex Communications  Page 3

4. CYREX Callcentre CRM Steps To Using The CRM System Step 1 Log into the system Figure.1 First of all, you have to enter the domain address of the application on a internet browser. In doing so, you will see the following dialog box on your screen. Log in with your phone ID and password. Cyrex Communications  Page 4

5. CYREX Callcentre CRM Step 2 Log in User ID and Password After logging in the phone ID, you have to log in with your user ID with the password. Figure.2 Your dialog box then takes you to a “Closer Inbound Group Selection” Table shown on the next slide as Figure.3 Cyrex Communications  Page 5

6. CYREX Callcentre CRM Step 3 Choose Outbound Groups or Settings Figure.3 You may choose the different groups for outbound and inbound calls. You may also assign these groups to the individual users. By “ticking” the Blended Calling box at the bottom of the page, you may activate both outbound and inbound calls of all the groups in your Selected Groups. Click Reset to change selection or Submit to sign in. Cyrex Communications  Page 6

7. CYREX Callcentre CRM Step 4 VOIP System Figure.4 Voice Over Internet Protocol or VOIP is a protocol optimized for transmission of voice through the internet or other packet-switched networks. VOIP allows users to use regular telephone networks anywhere through any internet service provider, and avoids issues on long distance charges that are normally subject to callers. In this case Cyrex Communications uses Bria, a VOIP software integrated to give you a fully functional call centre. Upon “clicking” Submit, Bria automatically rings. Accepting the call leads you to a conference room. The Bria should always be activated to make calls and receive calls. Cyrex Communications  Page 7

8. CYREX Callcentre CRM Figure.5 Step 5 Script Page Together with your Bria will be the Script page. This is the main platform from which outbound and inbound calls will be made. Cyrex Communications  Page 8

9. CYREX Callcentre CRM Figure.5.1 Script Page breakdown • The Top Tab provides the platform for: • All calls to be logged and statuses of calls are logged as well as the agent time breakdown • Real-time campaign display screens Cyrex Communications  Page 9

10. CYREX Callcentre CRM Script Page breakdown Figure.5.2 A – Pause Button B – Resume Button C – Record Button D – On line Customer Form E – Park / Put call on hold F – Transfer To A Conference G – Hang-up H – Initiate Third Party I – Increase Volume J – Lower Volume Cyrex Communications  Page 10

11. CYREX Callcentre CRM The Left-Hand Tabs provides the: • Ability for an agent to call clients in succession from a database through a web-client • Ability to have an agent take both inbound and outbound calls in one session (blended) • Ability to start and stop recording an agents calls at any time • Ability to automatically record all calls • Ability to manually or automatically call up to two other customer numbers for the same leads • Ability to schedule a callback with a customer as either any-agent or agent-specific Cyrex Communications  Page 11

12. CYREX Callcentre CRM Script Page breakdown Figure.5.3 • The Right Hand section is the Customer Information Script which provides the: • Ability to display a script for the agent to read with fields like name, address filled • Ability to switch to Manual dial mode to preview leads before dialing • Ability to add custom call dispositions per campaign • Ability to register callback information Cyrex Communications  Page 12

13. CYREX Callcentre CRM When in a call Cyrex Communications  Page 13

14. CYREX Callcentre CRM The BIGGER Picture It is all about saving time and costs. It is about the best online product that is demanded worldwide. It is about the most expensive online product that will be given to you at a 65% lower rate then it’s worth. Cyrex Communications  Page 14

15. CYREX Callcentre CRM Cyrex Communications  Page 15

16. CYREX Callcentre CRM Cyrex Communications  Page 16

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