IP Call Center

Outsourced IP Call Center Service is more flexible and cost effective

ACD (Automatic Call Distribution)

Full-featured, scalable, and reliable, ACD has been designed specifically for call centers.

Dashboard delivers Web-based administration and current call displays ACD queues Hunt Groups Menus and Auto Attendants Transfer, conferencing, find-me / follow-me, monitoring with or without whispering, supervisor barge-in, speed dial, and more At-Home agent / remote agent support Open database schema for external reporting tools

Recording

IP Call Center passively monitors voice activity in your call center and records either everything or just those interactions that you specify as important.

• Web browser based: Simple to use from anywhere

• Quality monitoring / evaluations support: Includes both a custom forms designer as well as extensive evaluation tracking, including an agent web interface to view evaluations and optionally respond.

• Recording based on your rules: Supports full-time recording, quality recording based on rules, and integrated CRM recording for ticketing systems.

• Archived recordings are easily accessed as WAV files stored in library format.

CRM (Customer Resource Management)

• Integrates with existing CRM systems

• Screen-pop and dispositioning screens make it easy for agents to use

• Data import / export features are fully supported

Reporting

• Real-time, flexible ad-hoc reporting: Includes 36 standard reports, 6 customized web-based reports and the ability to customize existing reports

• Graphical reporting or standard spreadsheet reports: Publish or export to applications such as Crystal, Microsoft Access or Microsoft Excel.

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