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