Contact Centre
A contact centre gives you the ability to intelligently route incoming calls, and provide information to make informed decisions. An on-board database collects data on every call, allowing you to produce real time or historic detailed reports.
Our contact centre solutions allow integration of all types of media, web chat, web callback, email and fax queuing, and IVR products, and provide a single report on these communications, on a single server.
- Delivery of calls depending on the skills of agents - skills based routing
- Prioritise calls by Calling Line ID or number dialled
- Provide agents with automatic/manual after call 'Worktime'
- Alert the agents and supervisors when the queue/s reach a busy status
- Block queues to restrict the amount of callers waiting within the queues
- Ability to code calls to determine the call type or result of the call
- Supervisory monitoring of agents calls
- Real time agent and queue status displays
- Delivery of calls to agents based on wait time, agent skills and/or call priority
- Provide a snapshot of the contact centre's current service levels through detailed Grade of Service