BackOffice captures Marketing data to help you manage your real-time communication service. The BackOffice offers e-businesses comprehensive reporting modules for tracking information and running reports. Users can generate their own, real-time daily, weekly, monthly customized reports. Track call volume, length of calls, and usage. Listed below are just a few of the features available for TalkLive121. To find out more, simply contact one of our representatives.

Download Logs
Call logs can be exported for analysis into most data management programs. The logs will help in developing demographic or other models to assist in your marketing process. All logs are downloaded in CSV format.

Geographical Call Control
TalkLive121 is a global service, allowing clients control over countries from which they will accept calls from. Countries can be added individually or by region and will appear in the call screen interface once the change has been made. This funnels out callers from undesirable markets or regions.

Call Blocking By IP
In some instances, unwanted calls may be traced to a specific Internet Protocol (IP) address. When unwanted calls cannot be traced to a specific telephone number, blocking by the IP address may be a handy alternative. Regardless of the telephone number, call requests from specific IP addresses that appear in the block list will not be generated.

Office Hours
This feature allows clients to setup the hours of operation for the TalkLive service in accordance to the respective time zone of operation. If a call is placed after the specified hours of operation, a schedule with the business hours is displayed allowing the caller to reschedule the call for a later time. As a second option for "after hour calls," the service can be configured to route the calls directly to the FREE TalkLive voicemail box included with the service.

Redirect
Once a request for a call is placed, the Web site visitor will be directed to a unique page on your web site. This is a great opportunity to cross sell products, move distressed inventory, and promote special offers. The redirect destination can also be customized allowing the visitor to be redirected to a specific page associated with specific buttons.

Screen Customization
Both the call screen interface and call success page can be modified to incorporate a customized message. This allows you to give the caller detailed instructions about the call initiation process, and inform them of expected wait times, which may be experienced with implementation of advertisement and marketing campaigns, respectively.

E-mail Notification
TalkLive121 incorporates call-tracking features beyond the Call Logs for incoming calls. Subscribers of the service may select to receive notification via E-mail when a customer successfully places a call during normal business hours and after business hours. During normal business hours, this notification will assist the operator handling the call to personalize his greeting. The after hour notification can be very beneficial in the event workers are still in the office beyond regular business hours and want to pursue supplementary business or assist additional customers.

Follow-Up Report
The follow-up report allows you to view the after hours calls/missed calls. You can receive an e-mail depicting all of the call to be followed up on before the start of each business day.  These reports have the name, telephone number, and e-mail address of each after hours/missed call.

Redial Configuration
On occasion, a call may be "missed" or "dropped." The TalkLive service can be configured to automatically follow-up on "dropped phone calls." If enabled, the service will automatically attempt to reconnect both parties up to three times at a specified wait interval between attempts.

AutoResponders
To assist with precision-targeted marketing, TalkLive provides the ability to send immediate "thank you" and follow-up e-mails during regular hours of operation as well as after hours. The E-mail notification supports HTML customization and can also be used to promote additional products and specials.

Password Modification
Our Password Management interface gives you total control of your password and provides a quick and easy method for changing your password. We recommend that new passwords are recorded and stored in a safe place for future retrieval.

No-Hold
The no-hold feature enables call centers to eliminate caller on-hold time thus reducing the overall cost of incoming calls.

Without the no-hold feature enabled, the service will launch the first call to your "Call Center" and upon answering the call, the second call is launched to the "visitor". The visitor is then greeted with a call queue message in midstream.

With the no-hold feature enabled, the first call to the "call center" will stay in queue until an operator is available to take the call. The operator accepts the call by selecting the "1"on the number pad. At this point the second call is launched to the "visitor" who is now greeted by a CSR.

Benefits:
By eliminating on-hole time, our customers save money.

Enabling Service:
This feature requires no adjustment in the back office and is transparent to the customer. Our IT department must enable this service for the customer.

When to use:
This feature should be used in any environment where callers frequently fall in a hold queue.

Call inversion
Call inversion is an option that is available that allows our customers to dictate the call flow that the service is to follow. The conventional method is to place a call to the "Call center" first, then to the "Visitor". Call inversion will invert that process. With this option enabled the "Visitor" will receive the first call and the "Call center" will receive the second call.

Benefits:
"Visitor's" telephone rings immediately increasing "WOW" factor (interpreted as good service). It is also useful when call overflow is routed to an auto-attendant.

Enabling Service:
This feature can be adjusted in the back office from the "Control - Account - Phone" option.

When to use:
Call inversion is useful if you want callers to go to an auto-attendant and make a selection from a menu.