Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.
CTI (Screen Pop; disposition)
CTI feature providing screen pop and disposition assignment to sessions.
Real time monitoring
Feature allowing for real-time performance monitoring.
Contact List Management
Feature allowing dynamic contact list management as per business requirements.
Feature allowing the ability to engage in multiple campaigns.
Disposition management feature provides the ability to set and assign various dispositions as per business requirement.
Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent.
Routing Customer calls based on DID; DNIS or ANI
Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents.
Routing Customer calls based on CLI
Routing Customer calls based on Caller line identification. Applicable as per inbound agents
Route a call to a group of agents based on FIFO; LWA (longest wait agent)
Dynamic routing feature allowing for multiple protocols as per business requirements to optimize agent productivity. Applicable as per inbound agents
Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements.
Language and Skill Selection
Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent
Conference with Customer and other users
Feature to allow conference between agent, customers and other users in contact center as per session requirements.
Transfer calls to outside department or contact center
Feature to allow agents to transfer calls as per session requirements.
Barge with agents
Feature for supervisor to quickly takeover a call interaction from agents in real-time.
Supervisor Whisper with agents
Supervisor feature to impart instructions to agents without alerting customer.
Supervisor Confer with agents
Supervisor feature to engage in conference with agents and customers in real-time.
Supervisor Live call monitoring
Supervisor feature to monitor agent customer interactions in real-time.
Monitor live agents and/or Customers through GUI
Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface.
Campaign, Queues and Group Management
Administrator feature to define parameters for campaign, queues and group management as per business requirements.
Assign dispositions to interactions
Feature providing agents the functionality to assign dispositions to customer interactions.