OfficeLine Call Center is an upgrade for OfficeLine IVR. It is used to create a Call Service Center and provide access to the services offered by OfficeLine through operators.
A Call Service Center may provide clients with access to all common services, including consulting or technical support. When used in banking, the services can include providing general information (such as an exchange list), or private information (account balances, account statements, etc.), or entering banking operations (such as a payment order, establishing a time deposit, etc.).
Integration with Other Modules
When connected to the OfficeLine Fax or OfficeLine e-mail modules, clients can ask the operator to send their account statement, or other information, to their fax or e-mail.
OfficeLine Call Center allows using the advantages of life communication and individual approach to a client to the full extent, allowing to ensure the maximum receptiveness to any client. At the same time, the module does not impose any requirements for the client's technical facilities. With respect to its possibilities, the services provided using the OfficeLine Call Center module are attractive for all clients, including VIP clients.

Principle of OfficeLine Call Center Module Operation

Within the IVR communication (OfficeLine IVR), the client is offered the possibility to switch over to an operator. Alternatively, the connection to an operator can be reserved for a specific group of clients.
The Call Service Center operator will find information using an OfficeLine terminal or enter the transactions the client requests.
The offer of services can be divided according to the level of security, so that general information can be available to all clients without logging in, while private information and transaction entering are only accessible after the client logs in (authenticates).
Logging in (the client's authentication) can take place before the switchover to an operator, or after that (as specified by the configuration of IVR communication), according to the owner's requirements. If the authentication takes place before the switchover, the operator will have all needed information about the client available before he or she receives the call.

Available Security Features

Voice communication over public phone lines does not allow to ensure the complete confidentiality of data. The security of provided services is ensured by the client's authentification, or also by the verification of message integrity.
To secure the provided services, the following elements can be used:
  Security password, grid card, or code table for the authorization of entered transactions.

  Token ensuring the integrity of entered transactions.

  Transaction limits (maximum permitted amounts).