Special Services
Automated Quality Monitoring and Recording
Allows on-demand or automatic call recording in real time.
E-mail Analysis with Automated Response
Intelligently and automatically responds to e-mail inquiries or routes e-mail inquiries to agents together with suggested responses.
E-mail, Voice-mail and FAX management
Improves your message handling response times by queuing and distrubuting e-mail, voice-mail and faxes to agents in appropriate workgroups as soon as they become available.
Interactive Voice Response (IVR) Call Routing
Allows call flows to be customized and provides for automated voice menus to gather call routing information and important customer information.
Multimedia ACD with skills-based routing
Routes voice and data traffic to agents accorging to specific business rules and skill-level attributes.
Web Chat and Collaboration
Queues, routes and distrubites customer chat-sessions to agents based on specific business criteria.
Web-based Multimedia Interaction Management
Inbound/outbound cross-media call blending allows agents to manage all inbound and outbound calls and all web-based interactions from a single, web-based user interface.
Web-based Supervision and Coaching Capabilities
Allows web access to all supervision functions, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls and view agent screens.