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CT-Hub

Tele Management Australia Pty Ltd (TMA) has released CT-Hub Contact Centre Suite, a state-of-the-art computer telephony integration (CTI) system designed and built in Australia for the world market. CT-Hub offers affordable, fully featured CTI.

Our customers love the ease of user for their customers, the quick installation, the friendly Agent screen and the simple System Manager interface.

CT-Hub was designed and built on Microsoft Windows Win2000, Win2003 or WinXP Pro and SQL technologies, which means that it easily integrates into most businesses and it's easy to provide technical support. It means it is not costly to implement and maintain.

CT-Hub is suitable for many applications such as:

Help Desks
Enquiry Lines
Contact Centres
Booking Offices
Customer Service Centres
Anywhere there is a concentration of calls

CT-Hub Features
Modular Design
CT-Hub is a modular construction so you only purchase what you need and add to it as needed. CT-Hub provides what you need today and grows with your business.

Screen Pop
Improve customer service and increase productivity. Callers appreciate having relevant information available when they call - they do not want to wait on-hold while someone scratches around for the right information. Callers do not want to be transferred from department to department trying to locate information. With CT-Hub Screen Pop the customer information is presented to the Agent immediately, allowing quick response to queries without placing the caller on hold.

Agent Screen
The intuitive Agent PC interface is a window through which the Agent views and selects work from the CT-Hub server. The Agent has full details of the calls waiting in queue on screen and may wait for the next call in queue or dynamically select calls from the queue.

Skills Based Routing
Calls are routed to Agents based on the skill profile of the Agent. The Skill profile is entered by the System Manager based upon their experience and qualifications. For example, if a Contact Centre is multi-lingual then the skill profile enters the languages spoken by each Agent. If some Agents are more proficient in a language than others then the profile ranks their level, allowing the CT-Hub to route callers to the most suitable Agent to handle the call.

Inbound Routing
CT-Hub will route the call according to the location of the caller and/or the number dialed by the caller. In association with the telephone switch, CT-Hub notes the number from where the caller is located using Calling Line Identification (CLI) then routes the call according to preset routing parameters. Likewise, CT-Hub notes the number that the caller dialed and routes the call to nominated Agents.

Multiple Queues
CT-Hub handles any number of queues simultaneously. All queues available to an Agent are displayed on the Agent’s screens – accounts Agents see accounts queues, service Agents see service queues, etc. The System Manager may assign any Agent multiple queues. Agents may select from any queue group on screen by a mouse click.

Call Back
Callers are advised where they are in a queue and are provided an option to be called back when their position reaches the top of the queue rather than wait.

Voice Mail
Rather than wait in a queue, callers may leave a voice mail message. Agents are notified on screen of a message waiting.

Network Integration
CT-Hub integrates with a wide range of telephony switches and LAN/WAN networks. CT-Hub is TAPI, CSTA and TCP/IP compliant and it also compatible with serial data and analogue interfaces. So no matter how old your switch and network, CT-Hub has a solution and when you upgrade a simple interface change keeps your CT-Hub operating.

Interactive Voice Response (IVR)
CT-Hub is fully compatible with its stable mate the Tele-Q IVR, making CT-Hub the most feature rich CTI product on the market.