Enterprise ACD
Helpful Agent Features
Helpful Agent Features
- Wrap Up - Allows a set time to wrap up notes or enter data
before answering the next call - Help - Alerts a supervisor to silently monitor, record or coach an
agent on an important or difficult call - Not Available - Indicates an agent is temporarily unavailable and
prevents calls from ringing to that station - Screen Pops - Instantly pops up the customer files of an
incoming caller to an agent's PC - Call Identity - Tracks the source, type or result of a completed
call by entering a 3-digit key code
Contact Center
Convenient Supervisor Features
Automated Call Processing
Contact Center Network
- Monitor an agent call and even interrupt or silently coach agents using the Whisper Page feature
- Login and monitor up to 250 agent call groups simultaneously
- Monitor agents while roaming the contact center using the Omegatrek wireless handset
- Receive instant screen pops of customer files to your PC on incoming calls
Automated Call Processing
- Customize automated company greetings, menu options and directories
- Allow callers to speak menu/directory selections using voice-activated call routing
- Route calls based on caller ID, time of day, call type, account code and more
- Pre-record custom in-queue messaging and on-hold announcements
- Conveniently make changes to greetings and menu options from anywhere offsite
- Program the system to automatically add agent groups during heavy call volumes
Contact Center Network
- Network multiple offices to operate as one transparent contact center
- Provide one main number and route callers to any extension or ACD group within the contact
center network - Work remotely with seamless access to contact center features via an IP phone
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