CONVERGED COMMUNICATION CENTER FEATURES

Analytics
Comprehensive Contact Center reporting at supervisor's fingertips in either graphical chart or text mode

• Agent Performance (during any given time interval)
• Agent Performance Trends (by queue)
• Cumulative call and average talk time by agent
• Average wait time and call volume (during any given time interval)
• Abandoned calls(during any given time interval)
• Call volume by region via Caller ID
• Inbound call trends
• Outbound call trends
• Queue time comparisons
• Service level
• Campaign reporting

DRS
Digital Call Recording or Logging System to monitor service quality

• Records both incoming and outgoing calls
• Search for calls by date, time, phone number, or extension
• Intuitive Administration Interface
• Player with pause, skip, fast forward, and rewind features
• Replay while recording
• Export the stored voice files for archiving
• Flexible storage options
• Retrieve archived calls for reference
• System security and data protection for retrieving recorded data

ACD/IVR
Automatic, Intuitive Call Distribution Module to optimize your system resource utilization and increase customer satisfaction

• Skill-based routing to most suitable agent using configurable routing    algorithms
• Multi-tier dynamic call queue management
• Point and click interface
• Reprioritize based on holding time and weighted call priority
• Configurable, caller priority settings to reduce wait-time for VIP callers
• Configure maximum calls in queue and multiple overflow queues by skill    set group
• Wait-Time Threshold and Super Queue for supervisor's action
• In Queue Call Back option to leave call back number
• Simultaneous call transfer and data forwarding
• Call Blending according to supervisor's configuration
• Soft Reader Board displaying real-time agent status, agent queue, and    related information
• Silently monitor, coach, and barge-in or initiate Call Recording
• Real-time monitor of queue and agent status statistics by period, shift,    and day
• Integrate with external CRM data to display customer information

Predictive Dialer
Predictive Dialer Module to improve both agent productivity and overall system performance.

• Predictive Dialer based on campaign statistical information    like average ringing time, and current status of agent call    to optimize the performance of contact center resources
• Preview Dialer ensures agent's availability, and allows the    agent to preview customer's information before calling
• Power Dialer based on available trunks for the campaign and    maximizing the trunk usage
• Schedule Dialer allows agents to easily schedule a follow up call
• Manual Dialer can access your email address book for click-to-dial
• Campaign Manager – simplifies campaign handling and scheduling
• Sophisticated Fax tone and answer machine detection
• Out-of-service number detection and Telezapper proof
• Intelligent blending of inbound and outbound calls to produce the best    result for infomercial advertisement investment

Scripting
• Powerful scripting module that provides you the framework to create    custom scripts for any business need.
• Point and click interface
• HTML based editor allows for rich formatting of agent scripts
• Configurable buttons make customizing scripts a breeze
• Displays run-time calculations for agent viewing and script navigation
• Scripting based on branch logic

Web
• Web-Enabled Communications to improve your Internet Image.
• Web Callback – enables Web-Initiated call requests
• Web Chat – real-time text messaging between agents and customers
• Web Collaboration – synchronized, shared navigation between agent    and customer