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Contact Center Services Features
Standard Features
Features |
Agent |
Supervisor |
Type of Agent
|
Phone/Desktop (CAD) |
Phone/Desktop (CAD) |
One location or many locations |
Standard |
Standard |
Integrated ACD Features |
ANI Support |
Standard |
Standard |
DNIS Support |
Standard |
Standard |
Conditional Routing
(time of day, week,
etc) |
Standard |
Standard |
Oveflow, interflow, intraflow |
Standard |
Standard |
Routing |
Standard |
Standard |
Route on Skill Competency |
Standard |
Standard |
Dynamic Priority Queuing |
Standard |
Standard |
Integrated IVR Features |
Play messages to callers
- Music |
Standard |
Standard |
Play messages to callers
- Prompts |
Standard |
Standard |
Automatic Attendant
Support |
Standard |
Standard |
* Recommend vendor for
voice talents and MOH |
| Integrated IP Phone-Based Agent Desktop Features |
|
7960/7940 IP Phones
Only |
Standard |
Standard |
Log in/out |
Standard |
Standard |
Log out Agent |
Standard |
Standard |
Ready / Not Ready |
Standard |
Standard |
Shows agent phone state |
Standard |
Standard |
Call Record - Capture
and archive call audio |
Standard |
Standard |
* Temporary Call recording
Only. Historical call recording requires Premise Based
Call Recording Equipment and Software. |
Personal Phone Directory |
Standard |
Standard |
Make Agent Ready |
Not Available |
Standard |
Silent monitoring -
Listen in on an agent's call |
Not Available |
Standard |
Barge in - Join in on
an agent's conversation |
Not Available |
Standard |
Intercept - Take a call
from an Agent |
Not Available |
Standard |
| Integrated PC-Based Agent Desktop Features |
|
Agent state buttons |
Standard |
Standard |
Call log tracks call
activity of incoming/outgoing calls |
Standard |
Standard |
"Chat" with
Supervisor or agents using IM |
Standard |
Standard |
Workflow automation/Task
buttons |
Standard |
Standard |
"Work" agent
state for after call wrap-up activity |
Standard |
Standard |
| Integrated PC-Based Supervisor Desktop Features |
|
View Agent activity
in real time |
Not Available |
Standard |
Chat - Send text messages
to any or all agents |
Not Available |
Standard |
Marquee - Broadcast
scrolling messages to agents |
Not Available |
Standard |
| Integrated Historical Reporting |
|
Agent
login Logout Activity Report |
Standard |
Standard |
Agent
Summary Report |
Standard |
Standard |
Contact Service Queue
Activity Report |
Standard |
Standard |
Agent Detail Report |
Optional |
Optional |
Detailed Call by Call
CCDR Report |
Optional |
Optional |
IVR Application Performance
Analysis Report |
Optional |
Optional |
IVR Traffic Analysis
Report |
Optional |
Optional |
Customized Features
Features |
Agent |
Supervisor |
Customized Routing based
on enterprise data |
Custom |
Custom |
Route on Skill Competency
Level |
Custom |
Custom |
Play messages to callers
- Combine Prompts, music and messages |
Custom |
Custom |
Database Integration |
Custom |
Custom |
Text to Speech |
Custom |
Custom |
Capture and process
caller |
Custom |
Custom |
DTMF input |
Custom |
Custom |
HTTP and XML Integration |
Custom |
Custom |
POP ANI/DNIS and customer
defined workflow data |
Custom |
Custom |
Provide database dip
in support of screen pop |
Custom |
Custom |
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