Capabilities:

  • Multichannel (include email, web chat and voice)

  • Skills based routing (Eliminate transfers call recording/call reports)

    • Reduce or eliminate transfers

    • Delivers optimum customer experience to your customer

    • Set your agent skill levels based on: product expertise, spoken languages, availability, history

  • Call recording/Call reports (Eliminate conflicts, improve agent/customer interactions, measures agent performance Outbound dialing)

    Call reporting:

    • Customizable real time and historical reports (scheduled, instantaneous)

    • Threshold alarms (calls waiting, lost calls)

    • Powerful, customizable agent desktop (Multichannel view-voice, email, web chat; telephony controls, works with almost any phone)

    Call recording:

    • Customizable real time and historical reports (scheduled, instantaneous)

    • Threshold alarms (calls waiting, lost calls)

    • Powerful, customizable agent desktop (Multichannel view-voice, email, web chat; telephony controls, works with almost any phone)

  • Outbound dialing (Use agent ‘down time’ to automatically make outbound calls Real time reports)

    • Increase sales revenue (advertising campaigns, upsell opportunities, post sale)

    • Improved agent efficiency (automatically start outbound tasks on decreased workload, reduce/eliminate misdials)

    • Better prepared agents (‘Preview’ customer information before placing call)

  • Real time reports (Monitor wait times – move agents between groups ‘on the fly’ IVR)

  • IVR (Offer self service to free up agent time)

  • Self Service:

    • Provide customer self service anytime-anywhere

    • Reduce agent ‘live’ time, free up for important voice calls

    • Integrate to ODBC database for information playback

    • Provide comprehensive self service (add speech recognition and text to speech as an option)

What’s New with IP Office Contact Center 9.1.6 ?

  • Availability of a consistent thin client enables organizations to be up and running faster – regardless of deployment choice
  • Full multi-channel support for both on-premise and cloud deployments
  • Wallboard Interoperability to support contact center management and optimization
  • Additional language support – French, Spanish, German, Italian
  • Extended support for WebRTC softphones