• Multi-Channel Communications: Phone, Fax, and Internet
• Circuit-Switched and Packet Switched PBX functionality built-into in one integrated platform with browser-based softphone capabilities - Delivered on Intel Based infrastructure.
   

Automatic Call Distributor (ACD) - Routes voice and data traffic according to specific business rules and the skill-level attributes of available agents, regardless of location.
   

o Intelligent Telephone Call Routing

o Intelligent Voice-Over-Web Call Routing (a customer on the web can talk to an agent using his PC microphone and speaker - with the agent taking the call.

o Web-Callback With Intelligent Call Routing - Enables your customers on the Web to request an automatic Web call back immediately, or at a specified time.

o E-mail, Voicemail & Fax Management With Intelligent Routing - Improves your message .handling .response .times . by . queuing and

 
   
distributing e-mail and faxes sent to agents in appropriate workgroups as they become available.

o Web-Chat With Intelligent Routing - Queues, routes, and distributes customer chat sessions to your agents based on your business criteria. Chat capabilities include:
       

• Integrated Push Technology - Allows agents to directly interact with the customer and direct their browsers to online forms, URLs, special offers, or general information.

• Web-Collaboration/Form Sharing - Enables simultaneous co-browsing sessions between agents and customers for live, interactive co-browsing and forms sharing.
     

• Interactive Voice Response (IVR) Call Routing - Enables you to customize call flows and provide automated voice menus that gather call routing information and customer IDs and deliver pre-recorded announcements.

• E-mail Analysis with Automated and Semi-Automated Response - Intelligently and automatically responds to e-mail inquiries or automatically routes e-mail inquiries to agents together with suggested responses.

• Multimedia Interaction Management with Inbound/Outbound Cross-Media Call Blending - Enables agents to manage all inbound & outbound calls and all web-based interactions - as well as all outbound predictive and preview dialing campaigns - from a single user interface.

• Browser-Based Supervision & Coaching Capabilities - Enables access to all supervision functions on the web, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls and view agent screens (i.e. to monitor chats, email responses, etc.) and even take over agent screens of agents.
       


o Monitor the status of every local & remote agent in real-time over the LAN, WAN or Internet

o Listen in on any live agent call without detection

o View, take over or record screens of agents who are behind corporate firewalls

o Whisper Coaching (so that the agent can hear the supervisor but the caller can't)

o Barge-in capability

o Replace any local or remote agent on-the-fly

o Remotely log out agents

o Text chat coaching

o Screen pop broadcast messages to all local and remote agents

o Monitor call center queue status in real-time from anywhere on the LAN, WAN or Internet

o Record Calls and/or agent screen activity
     

• Scheduled Quality Monitoring (telephone call & computer screen monitoring and recording).

• Integrated Predictive/Preview Dialing Options (for outbound telemarketing campaigns).

• Weighted Skills-Based Routing (Of All Forms of Communication) - With Multi-Channel Overlay Networking, we use skills-based routing down at the agent level, so calls are routed to the best qualified agent every time across multiple sites and regardless medium of communication (ACD voice, ACD E-mail, ACD VOIP calls, ACD Chats etc.) e-Center supports unlimited skills and can factor in outside variables such as idle time, wrap up time and agent cost.
       
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