LikeMind is a specialist provider of hosted dedicated and 'pay-as-you-go' telephony and call centre solutions over Swyx technology. Our customers are call centres and multi-site organisations of all sizes that require a range of telephony services specific to their requirement.
Call centre solutions from LikeMind are typically customised to provide the right corporate image, to manage multiple campaigns, to provide multi-site and home-worker connectivity, intelligent call routing, self-service IVR, call conferencing, call recording and many other features.
Today, more than 800 trained and authorized resellers in Europe and Middle East sell SwyxWare. These resellers consult and sell SwyxWare to SMEs with up to 500 or more employees.
SwyxWare is already used in 3.500 companies all over Europe and Middle East countries with more than 80,000 users:
Indirect distribution by distributors, system vendors and specialist dealers in over 15 countries and 5 different localized versions:
Technology partnerships with leading companies:
Swyx Call Centre provides:
Excelent telephonie in the LAN
Very good speech quality
Superior comfort functions
Easy configurable ACD with the GSE
SIP and H.323 for internal and extrenal calls
Easy to use Client
Excelent queueing syste
Flexible in usage and configuration
Easy reporting system
Realtime monitorin
High amount of call distribution strategies in the ACD
Powerfull and felxible system for campaigns
Supports the dial modes preview and power/predictive
Powerfull and flexible connectivity to customer systems
MyCallCenter has ACD strategies like: Longest idle time, Total call time, Total number of calls, Total call time.
Real-time Monitoring for Queues
Logged in agents
Agents in pause
Active agents
Agents status
Call overview
Selection for specific queue
Strategies applicable for Inbound calls, Outbound calls, All calls
All strategies mixable with weighting factor
Random distribution
Sorted extension
Round Robin
Strategie known user
QuickPick
Alternating call delivery
Fixed call delivery
Each queue has ist own and independet ACD
Agents may be active for any queue
Static and dynamic queue length
Max queueing time per queue
Music on hold and for queueing are indipendent
Any music for queueig independent for each queue
Any destination for
Queue full Exceed max queueing time in queue No agents logged on
Combine queues parallel or serial with existing queueing system Connectivity to TAPI or VBScript capable CRM/ERP systems Realtime monitoring Any number of agents per queue VIPs per queue / global Pause – function for agents
Dynamic and manual afterwork for agents
Queues with home agents
Agent may switch queues
Global or agents rights for Pause, Afterwork, Logoff, Queue change
Key Features
High agent load possible
Save time with automatic dialing
No mistyping of numbers possible
All agents at the same average work load
High amount of contact data are called centrally controlled
Agents are selected by means of actual work load
Optimal control on all outbound activities
By selection of different dial modes high acceptance from customers and agents
Contact data from any ODBC source
Status information in customers system
Any number of campaigns possible
Each campaign with own independent configuration and dialing data
Dialing with calendar functions and time scheduler
Automatic redial when call is unconnected
Connectable with nearly any CRM/ERP system
Client supports VBSCRIPT to connect to CRM/ERP …
Realtime monitoring
Agent my be active for any number of campaigns
Any number of agents per campaign
Agent is forced from system to make outbound calls, he has minimum influence on this behaviour
Pause – function for agents
Dynamic or manual afterwork for agents
Agents will be activated/deactivated related to actual workload
Better support for swinging agents
Hogher work load for inbound and outbound activities
More variety in dayly work for agents
Agents are selected by criteria
Longest idle time
Total call time
Total number of calls Total number of calls
Criteria applicable for Inbound calls, Oubound calls, All calls
Agent involved in complete call setup process
Involved in each step, knows exactly whats going on Direct face-to-face contact to customer
Additional to preview mode
No waittime for call setup
Server makes call
Server transfers call to backward queue
Server connects call asap in case of Agent or customer takes call
Heigh throughput
High efficency related to number of calls
No immediate „face-to-face“ communication to customer
Higher rate of aborted calls - May be optimized by parameter set in campaign
Realtime Monitoring for Campaigns:
Reports Include:
All campaigns call overview
Calls in campaigns
Incl. state of last call attempt
All active campaign calls
State of all agents
Logged on agents
Agetns pause/afterwork
Active agents
Agents overview
Reporting
With the reporting the performace of each MCC component can be analyzed:
Detailed reports for agents, queues and campaign
Exportable to Excel, PDF,…
Statistics over time
Raw data
Easy to use
Drill down for more details
Graphical display of data
Reports on the fly - Always up to date
Here is list of proposed accessories for Swyx Call Centre.
Swyx Phone L420
Swyx it Handset P250
SwyxIt! Headset H320
IP 600 DECT now makes Voice-over-IP wireless.
DECT Handset 4020
Swyx Phone L420
SwyxPhone IP phones are connected to the local network over the Ethernet. The SwyxPhone product line includes the models L400, L420e, L420s and L440. In addition to the L400 the L420e and L420s have a display and more function keys. SwyxWare also supports the connection of Siemens IP phones.
Volume regulation
Arrow Button Function keys:
Call Forwarding
Caller List
Call Transfer
Redial
Speaker
Two RJ 45 Connectors to connect to LAN and PC
DHCP enabled one no need to configure
Voicemail
Remote Inquiry
CTI function
Two Lines (L1 and L2)
Six Speed Dials (N1-N6)
L400
L420e
L420s
L440
Function keys with status indication
8
12
12
19
Display...
No
Yes
Yes
Yes
...Number of characters
0
2x24
2x24
4x24
...backlit
No
No
Yes
Yes
Interface for up to 4 SwyxPhone Extension Modules with 15 function keys each
No
No
Yes
Yes
Hands free mode
No
No
Yes
Yes
Integrated 2-Port Switch
10/100 MBit Autosensing
No
No
Yes
Yes
Headphone connector
No
No
Yes
Yes
Headset-ready
No
Yes
Yes
Yes
Swyx it Handset P250
IP telephone
Hook on/off Support
Adjustment of volume with function keys
Connection for standard PC headset
Mute function
Power supply with the PC
Signaling of calls with integrated speaker
Supports connection to USB port
Supports headset connection, controlled with function key
SwyxIt! Headset H320
With many attractive features such as a noise cancelling microphone on a flexible boom arm and a fully adjustable headband, SwyxIt! Headset H320 makes you almost forget you are on the phone, giving you the feeling of face-to-face communication.
Supports connection to USB port, soundcard, SwyxPhone, SwyxIt! Handset P250 and GN Netcom Ellipse with the appropriate connecting cable
IP 600 DECT
Using this DECT solution even premises, warehouses or production facilities can be integrated into SwyxWare IP-PBX. Offering all familiar comfort features IP 600 DECT now makes Voice-over-IP wireless. The base station is connected to the local area network by a regular RJ45 connector. Repeaters (cascading, up to 3 in a row) allow to extend the coverage without additional network access. The auto-login and roaming features of the DECT handsets provide a seamless handover between repeaters or multiple base stations. Each base station allows 6 simultaneous calls.
PC to KIRK Base Station Cable length is 2000meters
Base station covers a circular area of 50-600 meters
Browser configurable
Call transfer
CLIP
Codec G.711
GAP compatible
Name resolution of dialing numbers
Power over LAN (IEEE 802.3af)
Roaming between multiple IP 600 DECT systems
Seamless handover between repeaters
Up to 35 wireless users
Up to 6 simultaneous calls
DECT Handset 4040
The DECT Handset 4040 is additionally equipped with a headset jack. It is dust- and moisture-resistant and can thus be used in any situation.
Excelent telephonie in the LAN 
