Product Features
Predictive Dialing | 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. |
Multiple campaigns | Feature allowing the ability to engage in multiple campaigns. |
Disposition management | Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
*astTECS ACD | 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 queues | 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. |
