posted 27 Feb 2010 16:24 by Jason Berryman
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updated 27 Feb 2010 16:43
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Dolphin Business Systems have teamed up with Command Software to provide seamless integration between the Cabmaster booking system and SpliceCom's maximiser telephone system.Screen poppingCabmaster can display a previous callers details to allow fast and easy despatching of vehicles.
Automated BookingUsing the maximiser's powerful text-to-speech engine, we have developed a complete IVR solution to allow callers to book a taxi from one of many regular addresses, at a time to suit them, without ever needing to speak to an operator. A taxi can be booked in advance, on account and the system can even announce the make, colour and registration number of their allocated vehicle. The supermarket application, along with a dedicated phone, provide an excellent method of booking a car from any supermarket, restaurant, hotel or airport.
Home WorkingUtilising the power of the SpliceCom maximiser's ability to connect to almost anywhere in the world, combined with Draytek's Enterprise series routers, Dolphin have built a remote working solution to allow telephonists, controllers and managers to work with CabMaster from virtually any location. This has proved invaluable when staff have been unable to get to the office due to illness or extreme weather conditions. Owners / managers have been able to step in at the last minute, all from the comfort of their own home.
Call RecordingThe Call Recording system allows you to record some or all calls in to and out of the call centre. This enables you to clarify customer queries and help with staff training. The call recordings are made centrally and are secure. The agents are unable to stop a call from being recorded, but they are able to manually record a call, if they feel that there is an issue with the customer.
Wallboard / Call ManagementLive ViewThe live view can display Calls Waiting, Lost Calls, Percentage of Answered Calls, Individual Agent Performance and a live graphical picture of each agent and their current state (Free, Busy, Ringing, DND, etc.). This live view can also be superimposed onto a floor plan or map, so that you can see where each agent is located. This even works with remote home workers. This live view is ideal for displaying on a large screen on the wall in the call centre.
Historic ReportsThe historical reports provide an invaluable record of the performance of agents or the whole call centre over a determined period. This can be especially useful when planning staff rotas or seeing (via the Trunks Busy report) when callers are able to get through or when they hear a busy tone.
For more information on dolphin Taxi Apps, please visit our website or call us on 01234 905000. |
posted 9 Feb 2010 07:20 by Jason Berryman
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updated 27 Feb 2010 11:33
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Dolphin have teamed up with VoiceActive to provide a range of headset ready SpliceCom telephones, by bundling a free headset cable with all their SpliceCom analogue and IP telephones, along with information for users to easily get access to one of VoiceActive's range of headsets. Together, Dolphin and VoiceActive aim to reduce workplace injuries caused by poor use of telephones in the workplace.
"More and more people are using computers and telephones together in their work, and including the headset cable makes it easy for users to take advantage of the benefits that headset use has to offer. Too many people use their shoulder to hold a telephone handset in place while they type and, over a period of time, this can lead to neck, shoulder and back injuries.", said Jason Berryman, Dolphin's Technical Director.
VoiceActive have many years of experience in providing headset solutions to companies of all sizes. Brian Roberts, Managing Director of VoiceActive said, "Dolphin provide cutting edge technology to their customers and by bundling our headset cables with their telephony solutions will provide a much better customer experience." Dolphin provide a range of services including telephony, call recording, call management, live wallboards, IVR, remote working, professional greetings / music on hold production, wide area networking and headsets, along with cloud-based business collaboration and ERP solutions, using our product, "Where Are You?". For further details, contact us on 01234 905000 or visit http://www.dolphinbsl.com |
posted 7 Feb 2010 19:21 by Jason Berryman
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updated 28 Feb 2010 11:30
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Go (a merger between 49ers and Area Cars) are a Luton based private hire company with over 300 cars, forming one of the largest private hire companies in Beds, Herts and Bucks. When the companies were looking to merge, they identified that their current system needed expanding and could not offer them the services they required.
Dolphin installed a SpliceCom maximiser as part of their Taxi Apps suite, to offer Go telephony for their telephonists, controllers and managers, call recording, call management, IVR and home working.
The system integrates into their CabMaster booking and despatch system and allows any level of user to hot-desk in the office or work from home. Go have implemented IVR (Interactive Voice Response) to help their most frequent callers and Dolphin have provided welcome greetings and in-queue messaging tailor-made to suit Go's needs. Calls are automatically escalated at busy periods to controllers and managers, to ensure that calls get answered in a timely fashion.
Mohammed Saqlain of Go said, "We are very pleased with the service and support Dolphin have given us. The transition from our old system was seamless. Dolphin provided all the system design, installation and training, at both our offices and for our home workers, and continue to support the system for us."
Dolphin provide a range of services to the taxi and private hire industry, including telephony, call recording, call management, live wallboards, IVR, remote working, professional greetings / music on hold production, wide area networking and headsets. For further details, contact us on 01234 905000 or visit http://www.dolphinbsl.com |
posted 7 Feb 2010 11:42 by Jason Berryman
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updated 27 Feb 2010 16:10
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In January 2010, Dolphin became a Draytek Advanced Networking Partner. This allows us to provide an even better design and delivery service for remote worker solutions.
Our first installation of a Draytek enterprise router since this achievement was extremely successful and resulted in a much better user experience when using our range of SpliceCom IP telephones at remote sites.
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