IPitimi’s Enhanced Call Center delivers a comprehensive call center solution for businesses of all sizes that include innovative features not available in older legacy systems.
- Automatic Call Distributor (ACD) – Intelligent call routing and queuing
- Enhanced ACD – Advanced queuing, call routing, and wrap-up timer settings
- Agent and Supervisor Clients – Intuitive client interface for greater agent productivity and management oversight
- ACD State Synchronization through the web agent or IP phone interface
- Call Center Reporting – Preset real-time and historical reports in graphical and tabular form
- Music On Hold and Comfort Announcement – Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio
- Monitoring – Real-time monitoring by supervisor of agent’s status and queue performance
- Optional Advanced Services Integration – Integrates your Call Center with SalesForce and other leading CRM solutions as well as Call Recording.
- Improve Customer Service – Ensure all incoming calls are serviced efficiently under any network condition
- Create Virtual Call Centers – Establish call centers just with a broadband connection – without additional hardware or traditional phone lines
- Offer 24x7x365 Customer Care – Ubiquitous services with a single number for distributed call center locations and follow the sun deployments
- Manage Calls Effectively – Choose from a range of call distribution policies, including weighted call distribution
- Economic Benefits – Minimize capital outlay, real estate expenditures, and other economic expenses associated with IP communications
- + Enhanced Call Center Features
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- Automatic Call Distributor (ACD) – Intelligent call routing and queuing
- Enhanced ACD – Advanced queuing, call routing, and wrap-up timer settings
- Agent and Supervisor Clients – Intuitive client interface for greater agent productivity and management oversight
- ACD State Synchronization through the web agent or IP phone interface
- Call Center Reporting – Preset real-time and historical reports in graphical and tabular form
- Music On Hold and Comfort Announcement – Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio
- Monitoring – Real-time monitoring by supervisor of agent’s status and queue performance
- Optional Advanced Services Integration – Integrates your Call Center with SalesForce and other leading CRM solutions as well as Call Recording.
- + Enhanced Call Center Key Benefits
-
- Improve Customer Service – Ensure all incoming calls are serviced efficiently under any network condition
- Create Virtual Call Centers – Establish call centers just with a broadband connection – without additional hardware or traditional phone lines
- Offer 24x7x365 Customer Care – Ubiquitous services with a single number for distributed call center locations and follow the sun deployments
- Manage Calls Effectively – Choose from a range of call distribution policies, including weighted call distribution
- Economic Benefits – Minimize capital outlay, real estate expenditures, and other economic expenses associated with IP communications
Enhanced Call Center Agent
IPitimi’s Call Center Agent client application lets call center agents perform call-control and agent state control functions directly from their desktops for IP phones, IP-configured analog phones (with ATA) or compatible softphones. Our simplified interfaces allow Enhanced Call Center agents to answer, direct, and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.
Enhanced Call Center Agent features
- Call Control Functions – Auto Answer, Hold, Transfer, Conference and Supervisor Escalation
- Agent State Control Functions – Agent Login/Logout, Ready, Not Ready and Wrap Up
- Auto Screen Pop-Ups – Incoming calls pop up on a Web interface showing information associated with the incoming call
- Click-to-Dial – Integration with Outlook Directory
- Escalation to supervisors for assistance or coaching
- Agent Activity Report – Agents can see real-time statistics directly on their desktop
Enhanced Call Center Supervisor
With the Enhanced Call Center Supervisor client application, supervisors gain superior management capabilities to monitor an agent’s activity, service level requirements, and determine training gaps. With the advanced reports available through the Enhanced Call Center, supervisors can determine appropriate staffing levels to manage costs and service levels in order to effectively handle busy hours. The Enhanced Call Center main interface is generic for both client applications. Some of the functionality is available only to the supervisor.
Enhanced Call Center Supervisor features
- Access to a Call Center Dashboard that provides an overview of the health of all monitored Call Center queues
- Access to a Queue Monitoring tab that provides the call state of all monitored agents and calls in queue for all monitored queues
- Ability to retrieve, transfer or reorder calls in queue
- Ability to barge-in to monitor any active calls to agents
- Access to extensive statistical reports covering both agent activity and queue performance
