Advanced Call Center Features
- Multimedia Routing: Expands the services options from just voice to also supporting customer that want to communicate via e-mail or Web-based chat.
- Specialized Services: Provides the needed tools to treat each caller appropriately, as well as make sure agents handle the calls they are most capably of handling.
- Advanced Call Routing: Delivers the appropriate call routing to customers as needed, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority andskills-based routing.
- Geographic Redundancy: The hot-standby feature for a disaster recovery site protects the call center from any major failure.
- Real Time Management: A comprehensive view of current activity and tools for correcting identified problems.
- Advanced Reporting: Customizable templates and scheduling of relevant key performance indicators.
- In Queue Announcements: Up to 20 in queue announcements with support for caller interactions while in queue to redirect their call to other destinations.
- Multiple Music Sources: Customizable music-on-hold sources based on the type of service they are calling from/to.
- Overflow and Interflow: Automatically apply additional resources to calls waiting too long or divert callers to alternative service options.
- Outbound Dialing: Caller requested scheduled call backs and abandoned call backs.
- Presentation of Customer Information: Presentation of caller information (number) and collected information from the customer (such as account number, order number).
- Unified Desktop: Includes a single unified desktop client for agents which provides telephony, call center, presence, video and instant messaging features.
- IVR Script Engine: Provides a flexible solution to service callers according their specific needs or importance to the company or to introduce basic self-service options that help reduce some agent resource requirements. The completely graphical scripting interface enables customer to easily create powerful routing rules to improve customer experience.
- Outbound Dialing: Powerful Outbound capabilities in the system support preview and progressive dialing campaigns in addition to caller requested call backs and abandoned call backs.
- CRM Integration: Allows the enterprise to integrate call-routing decisions based on information in their customer database or to automate agent tasks with instant screen pops.
