Hosted Call Center. ACD (Automatic Call Distribution)

Transcription

1 Hosted Call Center ACD (Automatic Call Distribution) Solutions for Call Centers Hosted Call Centers and Automatic Call Distribution (ACD) solutions meet customer needs for small, medium and large companies. Enhance your business by upgrading to either basic call center funtionality or our fully featured product complete with Gold & Platinum levels, with additional supervisory and agent features including intigrated ACD, IVR, call recording capabilites and more. Gold and Platinum ACD Packages ACD Gold Agent provides call centers with a supervisor s dashboard that shows calls in queue and agent activity, and allows supervisors to download detailed statistics and reports. ACD Platinum Agent provides additional supervisory features such as Monitor, Whisper and Barge-In, Customizable Agent Status Codes and Agent Wrap-up with Customizable Disposition Codes as well as an advanced agent dashboard. Hosted Call Center For customers who need a fully featured call center, ITS Fiber Hosted Call Center, powered by Telax, provides industry leading and feature-rich call functionality for organizations of any size. Traditionally complex features like Interactive Voice Response (IVR), Workforce Management (WFM) and Automatic Call Distribution (ACD) with skills-based routing, are made simple to deploy and support. Since this is a hosted solution, this means that your call center does not need any dedicated premises-based equipment or specialized IT personnel to manage the system. Compared with traditional premises-based solutions, the Hosted Call Center lowers costs and reduces complexity for end users. The hosted architecture provides the following additional benefits: *Designed for maximum reliability and availabilty *Compatible with PSTN, VolP and mobile networks *Expert support available 24/7 *Custom solutions tailored to your specific needs

2 Announcement Gold Platinum Comfort Message Dynamic Announcements - Queue Position / Wait Time Entrance Message Estimated Wait Message Music On Hold Message Periodic / Multiple Announcements Whisper Message Advanced IVR Includes IVR Advanced IVR GUI IVR Developement Includes Self-service IVR IVR GUI IVR IVR with Developement 3rd Party Data Dips (Read/Write) Self-service Call in prompt IVRrecordiong IVR Prompt with file 3rd uploads Party Data Dips (Read/Write) Call IVR bulletins prompt recordiong Prompt Queue bulletins file uploads MVR Multi-lingual bulletinssupport (English, Spanish, French) Outbound notification with reconnect to queue option Directory Integrations Personal Directory Call Recording Call Record Always Work Force Management Forecasting Automated scheduling Schedule optimization Adherence (real-time & reporting) Vacation automation Agent shift-trade marketplace Licensing Requirements Per Name Agent Pricing Additional per Queue License Requires Additional Supervisor License Requires Additional Suto Attendant License Per Concurrent Agent License Required ACD Feature Package Short Calls Report Summary by Account Time Allocation

3 Routing Capabilities Gold Platinum After Hours Routing Call Delivery Circular Call Delivery Next Available Call Delivery Similtaneous Call Delivery Uniform Emergency Treatment Forced Forwarding Holiday Routing Overflow Calls Overflow Secondary Overflow Number Re-Queue if Unanswered Skills Based Routing Intelligent Routing Identity Routing (by CLID, DNIS, CRM) ANI or Geography-Based Routing Routing by DNIS Routing by Type of Day Routing by Time of Day Queue priority routing Agent priority routing CRM-Based Routing Confifurable Outbound Caller ID (by team, agent, call) Routing Capabilities CRM integrated screen pop IVR data and call info screen pop Agent scripting tool Inter-agent presence view Inter-agent chat Integrated agent view of queues/waits Global Daily Statistics View Personal Agent Statistics view GUI call transfer (agent, queue, external) IVR bulletins Configurable hot keys Mobile device routing Ergonomic (minimun keystrokes, body nuetral posture)

4 Reporting Gold Platinum Agent / Supervisor Activity Agent Activity Agent Summary Agent Utilization Report Call Detail by Timezone Call Duration Summary Call Leg Detail Call Log Calls By Day Customized Reports Daily Traffic Reports - Sceduled Export Reports Frequent Caller Summary Group Call Statistics Hourly Usage Inbound Number Statistics Private Line Calls Queue Performance Analysis Queue Summary Scheduled Reports Service Level Report Supervising Schedule mobile agents Silent Monitor Supervisor Desktop Client Supervisor Real-Time Dashboard Supervisor Web Client Traffic Analysis View Agent Private Line Calls View and Manage Agent Deferred queues View Agents in Multiple Queues Simultaneously Whisper Quality Management Call recording tagged w/ dispositions and agent notes IVR survey (in queue, agent transfer, auto transfer) Screen capture & recording Desktop app usage monitor Agent chat logs Web chat logs

5 Supported Features Feature Package Agent Capabilities Gold Platinum Agent ACD Pass Code Agent Available / Unavailable Agent Login / Logout Call Agent Call History - Dialed, Recieved, Missed Call Supervisor Conference In Supervisor Defer Queued s Log Into Multiple Groups Simulataneously Allow Call Waiting Automatic Agent Logout (Unanswered Calls) Audible Alerts when Thresholds Met Configurable Alerts Configurable Zero Out Key Departments Disposition / Wrap Up Codes (Customizable) DNIS Support Max Agents In Queue Max Calls In Queue Max Time In Queue Multiple ACD Groups Multiple DID Per Queue Multiple Langauge Support Play Ringing When Offering Call Priority Queuing Re-Queue Calls Unanswered by ringing agent Route Calls In Queue when agents logout Screen Pop - CRM Integration Service Levels Configuration Set Max Queue Length Zero Out Of Queue Data Center Features 24x7x365 Data Center Monitoring Geographical Survivability Automative Software Updates TDM and VolP - Network Agnostic Core Component System Redundancy High Availability Server Architecture On Demand Scalabiility

6 Supervisor Capabilities Gold Platinum Alerting - Customizable Answer Agent Barge-In Call Agent Configurable Real-Time Display and /SMS alerts Configure Contact Center Settings Customizable Agent Statuses Notification when thresholds are met Graphical Statistics Dashboard Login Restrictions One-click business continuity capability Real-time Statistics Display Role based & Granular access levels Schedule IVR dail outs Queues Automated queuing of abandoned calls Blended agents (inbound/outbound) Callback request visability Change call priority or queue of call in real time Change call back priority, retry perios in real time Click-to-call queing queuing Deferred Queue In queue caller ID/name display visability In queue priority call back requests In queue voic to Inbound voive queues Queued/automated outbound calls Skype call queuing Socail media queuing (Twitter/Facebook) Universal ACD (multi-channel/modal queues) Voic queuing Webchat queuing

7 Call Center Group Features Gold Platinum Agent Logged into Multiple Queues Agent Login From Phone Agent Visual Login Indicator from Phone Agents behind SIP trucks Agent Unavailable Reason Codes Customizable Agent Unavailable with Visual Indicator Agent Wrap Timer Agent Wrap Up (Manual) Graphical Statistics Dashboard