Call Center Intranet Web Fax-on-Demand

APPLICATION NOTE

Call Center
Intranet Web Faxing

V*Channel's FAXLink interactive voice and fax system along with the Web Fax Gateway module enable call center telephone agents to quickly select documents and fax them to customers from their Intranet Web browsers.

Now you can provide productivity tools to your call center agents so they can immediately fulfill information requests from telephone callers as well as let your marketplace help themselves to the information 24 hours a day using the fax-on-demand capability built into the FAXLink fax server.

The ability to initiate fax transactions from their desktop browser greatly increases call center productivity. In the past, agents were required to walk across the building to the company fax machine to send their faxes and often had to wait in line. This process was tedious and time consuming. Now, agents can select and send documents to customers without ever leaving their desk, which gives them more time to do what they do best - support their phone customers.

Call center agents can quickly load the index of all available documents into their Web browsers, search and select the documents to send, enter the customer's name and fax phone number, and then click a send button to process the transaction. The CGI script generates a form request, which initiates the fax transaction on the FAXLink system, which in turn faxes the document(s) to the recipient.

Another feature you can integrate into this Intranet Web faxing process is the ability to track status of all Web fax requests. With the fax status information provided by the FAXLink server, fax status can be reported to the call center agents when the fax transaction is completed. Agents can then re-send any failed transactions without re-entering the information again.

This is yet another example of the endless capabilities available through V*Channel's FAXLink interactive voice and fax system.