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Intelligent Telephone Call Routing
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Intelligent Voice-Over-Web Call Routing - a customer on the web can talk to an agent using his PC microphone and speaker – with the agent taking the call on the PC, through a hard-wired extension or as a regular telephone call routed over the Public Switched Telephone Network (PSTN) to any specified telephone number or DID
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Web-Callback With Intelligent Call Routing - Enables customers on the Web to request an automatic Web-Callback immediately, or at a specified time.
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E-mail, Voicemail & Fax Management With Intelligent Routing - Improves your message handling response times by queuing and distributing e-mail and faxes to agents in appropriate workgroups as soon as they become available.
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Web-Chat With Intelligent Routing - Queues, routes, and distributes customer chat sessions to agents based on specific business criteria. Chat capabilities include:
:: Integrated Push Technology - Allows agents to directly interact with the customer and direct their browsers to online forms, URLs, special offers, or general information.
:: Web-Collaboration/Form Sharing - Enables simultaneous co-browsing sessions between agents and customers for live, interactive co-browsing and forms sharing. |
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Interactive Voice Response (IVR) Call Routing - Enables call flows to be customized and provides for automated voice menus that gather call routing information from customer IDs and deliver pre-recorded announcements – instantly and without programming.
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Unified Messaging - Enables remote message retrieval of voicemail, e-mail and faxes over the Internet from any email client.
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E-mail Analysis with Automated and Semi-Automated Response - Intelligently and automatically responds to email inquiries or automatically routes e-mail inquiries to agents together with suggested responses.
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Browser-Based Supervision & Coaching Capabilities – Enables access to all supervision functions on the web, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls and view agent screens (i.e. to monitor chats, email responses, etc.) and even take over agent screens of agents who are behind corporate firewalls.
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Scheduled Quality Monitoring (telephone call & computer screen monitoring and recording).
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Integrated Predictive/Preview Dialing Options (for outbound telemarketing campaigns).
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Browser-based Configuration, Administration & Instant Report Generation Accelerated time-to-market and much lower cost of deployment because all technologies are Integrated-By-Design and are implemented in just hours using parameter-based configuration; includes complex routing rules creation based on customer priority and agent skills, and same-day integration utilities.
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