Innovations

Constantly growing through innovation...
WagTap is proud to be at the forefront of technology.

State of the Art Systems

WagTap always strives to be at the forefront of technology and employs state
of the art hardware and software that enables our agents to deliver superior
customer care.

Agents get a screen 'pop' of customer data which is retrieved using the information
given to your Interactive Voice Response (IVR) system. Imagine if, when
Mrs.Jones calls and is warmly greeted by name - the agent's screen is already
filled with her details because about twenty seconds earlier, (before also receiving a short promotionall message based on Mrs. Jones personal buying habits) Mrs. Jones had entered her customer number into the automted system. This 360 degree view of the customer enables representatives to access information that helps them up-sell and cross-sell for you based on your customer needs, their purchase history etc.

Session Initiation Protocol (SIP)

SIP is a protocol that initiates and manages interactive user sessions involving voice, video, instant messaging, and other such multimedia sessions. It is a 3GPP (Third Generation Partnership Project) signaling protocol. It is one of the major signaling protocols used in Voice over IP (VoIP)

SIP is scalable, easy to implement, and requires less setup time than its predecessor protocols. Being text based, it is easy to program. It is a peer-to-peer protocol, requiring no implementation in the network level. The logic is implemented at the communication endpoints, which may be in hardware or software level. Real time sessions are established when and where required. Since SIP can be used to modify any session in progress, a normal telephone call session can be converted into a multi-party videoconference. Users can join in the session no matter what kind of terminal he is using or where he is located. The other person may be logged on to Internet through a PC, or may be traveling with a cell phone.

SIP holds lot of promise in today and tomorrow’s communication world. It has been established as a standard for call control and signaling on 3G cell phone networks by the Third Generation Partnership Project (3GPP) This means that all multimedia and IP voice call signaling will be done through SIP. New services involving fixed network IP services can thus introduced with ease.

Home Based Workforce

Avaya systems allow us to use SIP (see above) and other integrated technolgies to their full capabilities. This allows home based workers to function just as efficiently and effectively as if they were sitting in your own offices.

Managing Your Customers Efficiently with CRM

Customer Relationship Management, or CRM is a braodterm that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer information. WagTap uses various methodologies, software and Internet capabilities to manage customer relationships in a way that enables management, sales people or service agents to directly access information, match customer needs with product plans, remind customers of service requirements, know what other products a customer has purchased and more.

We are constantly growing through innovation and by helping other companies to grow and achieve their goals this in turn allows us to grow with them.