Call Center solution is a SIP-based application that is flexible and scalable, able to support your business needs of today... and tomorrow!
Key features and benefits include:
- SIP-based Call Center – supports latest SIP phones and Nortel Phones
- Scalable – supports from 10-250 Agents
- Virtual Call Centers Multi-site/Remote Agents – Utilize the best agents regardless of whether they are at home or in different geographic or branch office location
- Skills-Based Routing – match the caller’s needs to the available agent best suited to handle the call
- Multiple Queue Assignments – increase productivity and capacity by equipping agents with the information they need to effectively handle a variety of call types
- Overflow and Load Balancing – respond to fluctuations in call volume by automatically enlisting additional agents or groups when user-defined thresholds are breached
- Integrated Inbound and Outbound Capability – built-in IVR engine & Text to Speech
- Channel Listen/Whisper – Call Center manager can then listen to on-going call without being heard by parties involved on the call (i.e. call agent and customer)
- CTI Interface – for integrating desktop and Enterprise applications with the Call Center
- Reports – Real-Time and Historical Reporting
