Enterprise ACD Brochure

Helpful Agent Features

• Wrap Up - Allows a set time to wrap up notes or enter data before answering the next call
• Help - Alerts a supervisor to silently monitor, record or coach an agent on an important or difficult call
• Not Available - Indicates an agent is temporarily unavailable and prevents calls from ringing to that station
• Screen Pops - Instantly pops up the customer files of an incoming caller to an agent's PC
• Call Identity - Tracks the source, type or result of a completed call by entering a 3-digit key code

Convenient Supervisor Features

• Monitor an agent call and even interrupt or silently coach agents using the Whisper Page feature
• Login and monitor up to 250 agent call groups simultaneously
• Monitor agents while roaming the contact center using the Omegatrek wireless handset
• Receive instant screen pops of customer files to your PC on incoming calls

Automated Call Processing

• Customize automated company greetings, menu options and directories
• Allow callers to speak menu/directory selections using voice-activated call routing
• Route calls based on caller ID, time of day, call type, account code and more
• Pre-record custom in-queue messaging and on-hold announcements
• Conveniently make changes to greetings and menu options from anywhere offsite
• Program the system to automatically add agent groups during heavy call volumes

Contact Center Network

• Network multiple offices to operate as one transparent contact center
• Provide one main number and route callers to any extension or ACD group within the contact center network
• Work remotely with seamless access to contact center features via an IP phone
• Offer more flexible work arrangements and extended support in more time zones