Automatic Call Distribution (ACD) – Using sophisticated routing policies, route callers to the right queue, with the right priority, and route them to the next available agent with the correct skills
IVR/Auto Attendant – Guide callers through with self-service applications, using voice or video prompts, to identify the best employee or agent
Queuing – Checks that incoming callers do not receive a busy signal or no answer, and that any employee – even when mobile – can pick up the call
UC Integration – Enable agents to manage any situation quickly with peers and supervisors, with integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications
Agent Virtualization – Virtual pools (ACD groups) of agents can be created that span the globe, ensuring follow-the-sun support with a workforce that can log in from anywhere
Monitoring and Reporting – Ensure a quality experience by monitoring agents, utilizing whisper messages, barge in and emergency escalation when needed, and gain insight into performance with both historical and real-time reporting
Agent and Supervisor Clients – Web agent and supervisor clients provide a next generation look and feel for call center management, providing a comprehensive yet easy to use interface that helps end users efficiently manage their fast-paced workflow, from anywhere with an Internet connection.