Automatic Call Distribution – ability to call multiple contacts at once keeping call flow up for agents.
Routes calls to the next available agent based on wait times or customer defined agent routing.
Time of day routing
Systematically knows which numbers are in which time zones and will only call based on set “working hours”.
Setup virtual voicemail boxes for inbound numbers and campaigns.
Interactive Voice Responder – the ability to customize the script and selections.
Ability for manager to listen to live calls and retrieve recorded calls after the fact for review.
Ability to take over a call for escalation purposes or to help an agent in distress.
Ability to “whisper” to agent without the contact being aware.
Ability to API to most major providers.
Agent interface designed to streamline the agent experience and control consistency.
Ability to search and store contact information with or without a CRM integration.
All calls are recorded and stored with the ability to search and retrieve the conversations
At home agent capabilities
As a cloud-based solution, you are no longer restricted to on-premise hardware. Any agent can work from home and be monitored by management with the same functionality as if they were in the room
Customizable scripting for agents – ability to have multiple scripts for multiple situations
Both administrative and performance reporting available in our reporting center