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Key Features

  Multi-media Contact Distribution   Real-Time Reporting/Monitoring
  Delivers voice calls, web-chat, email, fax, sms to skilled agents   Monitoring of service level
  Skills-based routing   Supervisor position shows real-time load and current agents’ activities
  Multi-tenant for sub call centre setups   Historical reporting using MS Excel
  Real-time monitoring of call traffic, queue monitors and agents status   Pivot tables and pivot charts
  Route calls based on number dialed or caller id   Data can be downloaded permanently for quick access
  Customized music or message on hold      
  Customized voice prompts at IVR      
  Virtual agent extensions across any number of sites      

  Call Recording and Monitoring   CTI (Computer Telephony Integration)
  “Whispering” feature to provide on-call training   Integration at call centre side is provided free
  Live monitoring of agent calls in progress   Screen pop from CRM applications
  Recording on demand by agent   Caller-id is transferred to next agent for “screen/data” transfer
  Recordings retrieval by agent, queue, date/time, number dialed, caller id, comments etc   CRM can be hosted locally or remotely
  Recordings can be hosted locally      
  Customized voice prompts at IVR      
  Virtual agent extensions across any number
of sites

  IVR (Interactive Voice Response)   CTI (Computer Telephony Integration)
  Supports customer entered digits   Fax from agents’ desktop
  Customized greetings and prompts   Route incoming fax via queue to agents
  Recording on demand by agent      
  Unified Messaging      
  Open and closed office hours announcements, calendars of holidays,   Email Management
    schedules etc   Route incoming email via queue to agents
        Routing based on keywords, email address and CRM integration
  SMS Server   Web-Chat
  Send SMS from agents’ desktop   Route web-chat via queue to agents
  Route incoming sms via queue to agents      
  SMS broadcasting      

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