Out-of-box CTI integration with VoIP technology leaders (Cisco, Avaya, Notel, Asterisk and etc.)
SIP based softphone integration
Integrate enterprise applications with IP PBX features for office automation
•Skills-based Routing
Skills-based routing blends across all media types (voice, email, chat and etc.) to skilled agents.
•Built-in intelligence to route the media based on external data lookup.
•Interaction management optimized for service level agreements.
IVR Solutions
Sophisticated IVR solution with external database lookup
Speech/Voice recognition enabled
Web based IVR administration and configuration
Call Center Management and Administration
Essential to manage remote agents or satellite offices
Monitoring real-time load and agent activity
Real-time service level alerts
Detailed and aggregated agent and queue reports
Recording on demand by agent or by supervisor
Unified Messaging
Voice call, email and web chat are all blended to an unified queue.
Unified user interface to operate different media channels.
Intelligent routing to base on the media type and agent’s skill set.