There is no limit to the number of agents which can be added to the system. Agents may be in multiple locations, including remote and home workers.
Agents may be added to Groups and there is no limit to the number of Groups or the number of different Groups an Agent may be added to.
The system supports 8 different call routing algorithms to enable the best possible matching of callers to available agents and their skills.
WebRTC browser-based agent softphone supports all calling functions. Plug in any USB headset to the agent computer to enable voice communication over your data network (and eliminate desk phones and telecom wiring).
Sophisticated matching of a caller's requirements with agent's skills is supported through combining incoming number routing, data collected through IVR and Automatic Call Distribution algorithm selection.
IVR supports collection of data from callers to enable their call to be routed and dealt with most quickly by a suitably skilled agent. There is no limit to the number of IVRs configurable or the number of IVR levels.
Dashboards can be accessed and displayed anywhere (call centre monitors, individual users PCs, remote workers and mobile devices). Data display fields support configurable colours and configurable trigger levels to change colour.
Advanced call recording features enable unlimited simultaneous calls to be recorded. Configurable storage options support compliance with your region's Data Protection legislation. Powerful search functions enable recordings to be retrieved when required.
Supervisors can join calls which are in progress between callers and agents for training or to provide additional support when required.