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