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In-Bound & Out-Bound Call Center
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Skills-based
routing across email, chat and
phone. Sophisticated functionality and CRM integration made
simple through best user interface design.
- Skills-based routing blended across all
media types
- Delivers incoming calls, emails and
chat interactions to skilled agents
- Interaction management optimized for
service level agreements
- Voice routing on calling line-ID,
dialed number, caller entered digits, CRM lookup and
schedules
- Multimedia routing on CRM lookup, email
keywords, chat launch point and schedules
- Queues and delivers voice mails based
on priorities and skills
- Customizable announcements and music
per incoming contact skill
- Virtual agent extensions across any
number of sites
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Voice
recording/logging .
- Live monitoring of agent calls in
progress
- Quality and compliance call recording
by skill and/or by agent
- Recording on demand by agent or all
calls.
- Recordings retrievable by agent, queue,
time of day and dialed number at any authorized supervisor
position
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Interactive Voice Response (IVR)
100% web-configurable with
customizable greetings and prompts, templates or
professional talent and branded content.
- Customizable greetings and prompts
- 100% configurable through web tool
- Customer entered digits
- Voice mail options based on contact
center status/load
- Open/Closed/Holiday logic (schedules)
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Computer
Telephony Interaction (CTI)
enabling screen pops and complete control of all media
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Real time
monitoring and reporting take the
pulse of call center operations on-demandt.
- Supervisor position shows real-time
load and current agent activity
- Monitoring of service level agreement
compliance
- Real-time service level alerts
- Integrated historical reporting across
all media
- Detailed and aggregated agent and queue
reports
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Knowledge Base fully
customizable hierarchy, accessible by voice, chat, email and
self help. Integrated into email and chat responses
- Fully customizable hierarchy
- Accessible by voice, chat, email, self
help
- Integrated into email and chat
responses
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Co-browsing
with navigation and form-fill
synchronization, integrated to chat, standard phone and VoIP
- Integrated to chat, phone and VoIP
- Navigation synchronization for
communication of benefits purposes
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Email
Management
Sophisticated and flexible including virus and spam
filtering, priority and skill presentation, keyword and
address routing, complete logging, autoresponders and
optional FAQ/knowledge base integration
- Routing based on keywords, email
address, CRM lookup and schedules
- Email presentation blended by skill and
priority with other media types
- Predefined and auto acknowledgement
responses
- Integration with knowledge base/FAQ
(optional)
- Complete email logging (full tracking
of every email interaction)
- Virus and Spam checking and filtering
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