TeleGrandSpot CTI

TeleGrandSpot develops and markets multimedia contact center business solutions that provide enhanced customer interaction and optimized increase customer satisfaction,TeleGrandSpot’s solutions reduce operating costs and increase revenues.


• Computer Telephony Integration (CTI)

With Computer Telephony Integration (CTI), Switching server or IP-PBX Server will be integrated seamlessly with existing or customer current application, the Telegranspot - CCM capable to manage an incoming or outgoing call base on Caller Identification Number (CLID).Dial Number Information System (DNIS), Automatic Number Information (ANI) or Personal Identification Number (PIN).

Telephony function will be controlled by application server, to provide a state of the art application such as pop up screen, preview dialing and predictive dialing for telemarketing functions. The features include:

Smart integration with most PABX and IP-PBX system Identify the caller and provide screen pop up displaying customer’s profile & integration tracking history.

Smart integration with existing CRM application Comprehensive Reporting & Monitoring tools


• Agent Desktop / Soft phone Application

The TeleGrandSpot agent desktop manages multiple interaction channels, Including Voice, email, SMS, interaction from only one single desktop as tools for agent to provide fast response.

The agent desktop equipped with soft phone provides telephony functionality that includes:
- Sign in/out agent personal status.
- Transfer, Conference, and Hold.
- Make busy, not ready, After Call Work, Activity Code.
- Real-time monitoring, such as queue, agent status, and alert.
- Voice recording and remote agent.


• Inbound and Outbound Management

The Inbound and Outbound Management modules manages outbound customer contact and call blending functions and provides productivity tools that increase the number of calls your agents can handle.

We deliver this extensive functionality within an open and scalable architecture that integrates easily with your existing systems. This provides you with a cost effective solutions that support your current needs, as well the demands that will come with your future growth.

The features including:
- Preview Dialing
- Auto Dialing
- Call list management


• Supervisor Control & Monitoring Tools

TeleGrandSpot enhances your ability to monitor and control your contact center environment by allowing you to choose from a multitude of option to tailor the system to meet your specific needs.

The monitoring feature includes:
- Silent Monitoring: supervisor can surreptitiously monitor voice, chat and collaboration Interactions for quality assurance and training purposes.
- Coaching: supervisor can coach agents during voice, chat and collaboration sessions without interrupting the customer conversation.
- Barge-in: In an emergency situation or as needed, supervisor can barge–in and take over an interaction that is taking place between an agent and a customer.
- Call Blending: In Real Time conditions, supervisor has ability to assign or remove agent capability from inbound agent to outbound agent or assign with both capabilities.

Remote Management from anywhere and at anytime. Evaluate calls, screens or email; view the work status of the agents and ensure that they are following established business practices.


• Voucher and Billing System

TeleGrandSpot delivers the reports of bill phone and by using the Voucher system, phone cost can be controlled by Supervisor or Manager.

Supervisor or manager can be set the limit of telephone cost per agent or per group. Manager can also set the total cost per supervisor. Real-time report such as agent cost status and statistical report across all channels can be showed in supervisor monitor.

Detail report such as destination call, talk time call, date, and time will be show in monitor


• Reporting and Statistic

Statistic Reporting is application base on web giving statistical to report and also regarding formulated Call Center system performance as follows:
- Call Handling, giving information how many call handled by Agent at set of certain time that is set of hour/clock, day, year and month.
- Login Time, giving time information first time Agent login
- Ready Time, giving information of is amount of time or how many times active Agent or standby to accept phonecall.
- Occupation Time, giving information of is overall of time occupying of telephone canal.